- Ensure a 100% site visit ration Perform regular pre-site visit checks.
- Manage user expectations professionally through direct, honest, and open communication.
- Ensure that existing VMG customers receive regular site visits to identify any training or service opportunities that may be present.
- Ensure that all users are trained to the highest degree
- When appropriate, be available to all users for all support required.
- Where support needs to be handed over, it is your duty to do so promptly.
- Constantly be prospecting and booking demos of VMG Software.
- Honor the VMG sales process every day.
- Try to achieve at least 4 demos per month. From there, sales will follow.
- Where sales occur, diligently follow the VMG Client Take On Process
- Grow VMG market share by selling VMG products to prospective customers.
- Provide demonstrations of VMG Software to prospective customers.
- Operate in a manner that eliminates the need for a user to need support. Build independent users.
- Assist VMG Support team in managing installations by being onsite when the VMG Support team installs VMG.
- Train all users to a high level of proficiency in using the VMG Software products
- Provide regular follow ups to existing and new VMG customers to ensure that all customer and user requirements are being met and that customers and users are very satisfied.
- Upsell to all customers wherever the opportunities to help customers are available.
- Assist all customers for all VMG support related matters.
- Identify common problems and help solve them. The goal is zero support calls and 100% happily paid debit orders.
- Document ALL activity
- Ensure robust communication through the form of Status Updates and Progress reports
- Ensure that any communication directed to you is addressed within a single business day
- Identify any opportunities for product improvement and submit well thought out solutions to the relevant department expediently.
