Uniguest

• Provide excellent customer service in a busy call centre environment. • Answer incoming requests from customers and respond in a timely manner. • Troubleshoot a variety of desktop computer issues including internet connectivity, printer functionality, and proprietary security software functionality. • Install and configure proprietary software on remote customer computers. • Thoroughly document and update cases in our ticketing system. • Identify and escalate priority cases to higher Tier members or supervisor as appropriate. • Perform other related duties as assigned.

• Drive net-new revenue by sourcing and closing new business opportunities within the hotels and convention centers, leveraging both marketing-generated leads and proactive outbound prospecting against targeted accounts. • Own the full sales cycle from initial outreach through close, with a strong emphasis on new customer acquisition and first-time engagements. • Build, manage, and continuously grow a robust sales pipeline through disciplined prospecting and territory planning. • Sell directly to customers while also partnering with channel partners to identify opportunities, influence deals, and drive incremental revenue across the West Coast. • Collaborate cross-functionally with internal teams to develop deal strategies, advance opportunities, and successfully close business. • Provide accurate and timely sales forecasts, maintaining visibility into pipeline health and expected revenue. • Prioritize tasks and meet deadlines within a fast-paced, monthly close environment. • Deliver regular updates on opportunity status, pipeline progression, and key account activity. • Stay current on company products, services, and solutions, and effectively articulate value propositions to prospective customers. • Monitor competitive activity and market trends, actively gathering intelligence to inform sales strategies.

• Develop and maintain relationships with end users, consultants/planners, system integrators and strategic partners across India. • Identify and map key stakeholders and decision-makers within target organisations, build a network that creates sustainable pipelines. • Execute new business sales strategy aligned to regional revenue targets. • Conduct market and competitor research to identify priority accounts, partner opportunities and routes to market. • Build, manage and forecast a robust pipeline; maintain accurate CRM hygiene and provide clear reporting on progress and risks. • Develop strong product knowledge across the Uniguest portfolio; confidently present the value proposition and run early-stage demonstrations (with pre-sales support for in-depth technical requirements). • Lead commercial discussion and negotiations; collaborate with internal stakeholders (sales leadership, marketing, product and technical teams) to deliver proposals and close business.

• Own a portfolio of customer renewals within a rolling 90-day window. • Maintain clear visibility into renewal status, customer sentiment, risk, and next steps. • Conduct proactive renewal readiness reviews to identify potential blockers or concerns ahead of renewal. • Serve as the primary point of contact for assigned accounts. • Build strong working relationships with customer stakeholders across hospitality organizations. • Coordinate internal response efforts related to customer escalations and high-priority concerns.

• Own a portfolio of customer renewals within a rolling 90-day window. • Serve as the primary point of contact for assigned accounts. • Establish and maintain a regular cadence of customer calls (monthly or quarterly depending on account tier). • Build relationships with key stakeholders across senior living organizations. • Facilitate structured customer discussions around product roadmap direction and future platform capabilities. • Coordinate with Professional Services and Sales to align customers to the appropriate migration path and timing.

• Contribute to the IP of Uniguest and support the mission of the company and the tech support group (UCrew). • Provide technical support for customers by troubleshooting a variety of applications and product lines. • Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates. • Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage. • Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations. • Work with customers and their IT teams to resolve long-duration issues effectively. • Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier 1 team members. • Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases. • Ensure accurate and thorough documentation in the Uniguest case system. • Complete assigned projects, including account organization, documentation, and process improvements. • Escalate cases appropriately to higher Tier or Supervisor when necessary. • Exhibit positive work behaviors outlined in the Uniguest Employee Handbook. • Bring creative solutions and innovation to drive continuous improvement. • Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers. • Responsibilities may be adjusted as business needs evolve.

• Provide technical support for customers by troubleshooting a variety of applications and product lines. • Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates. • Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage. • Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations. • Work with customers and their IT teams to resolve long-duration issues effectively. • Provide one-on-one coaching for Tier 1 agents to help them grow and develop. • Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases. • Ensure accurate and thorough documentation in the Uniguest case system. • Complete assigned projects, including account organization, documentation, and process improvements. • Escalate cases appropriately to higher Tier or Supervisor when necessary. • Bring creative solutions and innovation to drive continuous improvement. • Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers. • Performs other related duties as needed.

Role Description Uniguest, a fast-growing, international leader in video-based software solutions, serves enterprise customers across verticals such as Education, Banking, F&B, Retail and Corporate. Headquartered in Nashville, TN, with a global presence, we are expanding our U.S. team to include a Channel Sales Account Executive focused on designated verticals (e.g. Retail/Retail Banking sectors). This is a remote position that entails around 40% travel to client sites in support of customer engagements as needed. - Execute Vertical Sales Playbook: Lead the implementation of Uniguest’s sales strategy for the designated vertical, leveraging channel resellers to deliver ARR targets. - Drive Demand Generation: Uncover, curate, and foster new sales opportunities by engaging with key stakeholders and building market awareness. - Develop and Manage Reseller Network: Support and expand the U.S. reseller network within the vertical, including identifying and onboarding net-new resellers to scale market reach. - Vertical Expertise: Provide deep knowledge of the designated vertical’s needs, challenges, and technology trends to position Uniguest’s solutions as the preferred choice. - Opportunity Management: Identify, track, and progress sales opportunities using Salesforce CRM, ensuring a robust pipeline to meet or exceed revenue goals. - Partner Engagement: Build relationships with technology consultancy and IT integrator firms to ensure Uniguest’s solutions are specified in major vertical projects. - Channel Collaboration: Work closely with resellers to co-develop lead generation strategies, deliver joint pitches, and provide vertical-specific training to drive adoption. - Market Intelligence: Monitor vertical trends, competitor activities, and customer needs to refine Uniguest’s go-to-market strategy and maintain a competitive edge. - Deliver Revenue: Achieve agreed-upon ARR targets through strategic channel sales, pilot programs, and enterprise deals. Qualifications - Channel Sales Mastery: Demonstrated success in building and managing channel reseller relationships, with experience driving ARR through reseller partners and alliances. - Demand Generation Skills: Proven ability to uncover and curate sales opportunities through market research, networking, and thought leadership (e.g., industry events, whitepapers). - Salesforce Proficiency: Extensive experience using Salesforce CRM to manage pipelines, forecast revenue, and track opportunity progression. - Technology Knowledge: Strong understanding of IT, video delivery, digital signage, and related technologies (e.g., IPTV, CMS, kiosks) relevant to the vertical. - Partner Relationships: Experience collaborating with technology consultancy and IT integrator firms to influence project specifications and secure enterprise deals. - Relationship Building: Exceptional communication and interpersonal skills to foster trust with resellers, consultancies, and end customers. - Industry Network: Established connections within the designated vertical, including familiarity with U.S. AV reseller markets and key decision-makers. - Track Record: Documented history of exceeding revenue targets in a channel sales role across multiple vertical segments. Requirements - Minimum of 5 years’ sales experience selling to senior executives within the designated verticals, with a focus on channel-driven sales. - Proven Vertical Expertise: Deep understanding of the designated vertical’s ecosystem, including key players, technology needs, and procurement processes. - Ability to travel up to 40% of the time. Benefits - Competitive Benefits Package*: Including health, dental, vision, and retirement plans (*dependent on position, location, and eligibility). - Employee Assistance Program (EAP): Support for personal and professional well-being. - Career Development: Opportunities for advancement within Uniguest’s growing global organization, especially for exceeding ARR targets. - Performance Commission Plan: Lucrative incentives tied to ARR and pipeline growth. - Employee Recognition Rewards Program: Acknowledging outstanding contributions. - Dynamic Work Environment: Collaborate with a passionate team across sales, presales, delivery, and support, backed by industry leaders like Samsung and Cisco.