Sales Manager - Customer Experience

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Contribute to a Safer, More Secure, and More Sustainable World.  At UL, we know why we come to work.  Thousands of us around the world wake up every day with one common purpose - to make the world a safer, more secure, and more sustainable place to live.  We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market.  Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions.  We are proud that the work we do every day has a meaningful contribution to society.  We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future.  This helps us sleep better at night, and we are confident that the millions of people we touch rest easier too.


UL Compliance To Performance helps our life sciences clients drive results in compliance, quality and performance so they can enter new markets, stay in those markets and grow. We provide complete solutions to business challenges, addressing processes, people and IT issues.  Our solutions are made of advisory, software and learning services, and support client needs from the early stages of market entry, through scale up and optimizing business performance.


The Customer Experience Manager is responsible for managing the UL CTP customer journey. In this role you will drive lead generation activities for the outside sales team, as well as the customer experience from delivery through customer advocacy. 


In this role some of your main responsibilities will be to:

  • Oversee the development of net new prospects, qualification and nurturing of prospects, conversion of prospects to sales opportunities and generation of new client expansion business.
  • Improve MOFU & BOFU effectiveness through proactive and targeted client outreach and client communication automation.
  • Oversee the improvement of analytics used by the inside sales team to include the ABM marketing efforts resulting in new customers/revenue, opportunities being converted into customers, customer churn vs. customer expansion and Use those improved analytics to improve performance of both teams and report trends to senior management team.
  • Coach and lead the Customer Success team through quantifiable metrics, and in-field customer support. Proactively assist the Customer Success team with internal issue resolution and prioritization of customers through their Compliance to Performance journey.
  • Manage the building of a robust pipeline of targeted accounts & client expansion opportunities, including optimization of technology and processes, database development of account and contacts, analysis and understand of prospect opportunities and clients.
  • Managing the development of targeted account based communications targeted for specific contacts within a client to confirm meetings and drive sales in conjunction with the sales executives.
  • Manage the development and maintenance of RFP/RFI database and preparation process. 


Experience, Knowledge, and Education Requirements

  • BA or BS degree, preferably in Business or Marketing. MBA preferred.
  • At least 10 years of proven success in sales of SaaS based solutions, preferably within Life Science industry.
  • At least 8 years of proven sales management success, including proven success improving sales operations processes and expansion into international markets, preferably within EMEA.
  • Demonstrable success accurately managing sales forecasting.
  • Demonstrable success implementing and maintaining effective sales processes.
  • Ability to motivate and inspire direct reports to achieve their goals.Grow and Achieve. Growth and development are part of our DNA.  Our working environment is a launch pad for our employees to excel.  Your growth will be supported with targeted development, rewards and recognition programs, so that you can maximize your potential. 




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