In the business world, first impressions are crucial. At LCS, our Sales Team are masters at laying the foundation for successful customer relationships. Each role plays a part, working together seamlessly to educate new prospects and existing customers about how our products and services can improve their business.
The LCS Sales Department is comprised of two interconnected teams, including Sales Representatives, Sales Development Representatives, and Sales Assistants. The customer experience begins with Outside Sales, where Sales Development Representatives identify opportunities and take the time to understand potential clients’ business goals and challenges. This crucial step lays the foundation for a strong customer relationship, allowing both Sales Teams to ensure that every client’s solution is tailored to their unique needs.
“Typically, clients are going to come [to us] from one of our marketing campaigns,” says Sales Development Representative Milan Flores. Interested businesses connect with LCS online or through one of our partner organizations. Then, the Sales Development Representative researches the company and its industry to begin a meaningful conversation about how Rent Manager and LCS can support their goals. “Once we actually start talking with them, [we] understand their needs, understand what problems they’re trying to solve with the software,” says Milan.
If our solutions are a good fit, the prospect is then introduced to an Outside Sales Representative for a deeper conversation and a tailored demonstration of our software. Sales Representative Evan Grawe says the work and research the Sales Development Representatives do is critical to helping him understand each prospect’s pain points so he can address them and “[make] sure they are informed and they have all the information they need to make a decision.”
Building Deeper Customer Relationships
New clients stay with their Outside Sales Representative until their software solution has successfully launched, typically for about six months. Then we introduce them to our Inside Sales team to build a dedicated partnership that ensures we can continue to support their evolving needs.
Senior Sales Representative Camille Brigano says she serves as the primary point of contact for her clients on all things Rent Manager. “I can help point them in the right direction, I can show them demos of new features or tools, or an area of the software they might not necessarily be utilizing.” It’s one of the things she enjoys most about her job. “I get to spend time hearing how things are going with them and then how we can support them,” she says.
Also within the Inside Sales ecosystem are Sales Assistants, like Sophie Coulibaly. They handle inbound customer calls, answer questions, and connect clients with additional LCS resources. They also function as a bridge between Product Support and Sales, ensuring that customers receive the most value from our solutions.
Sophie says her interactions with customers are always rewarding. “We have great customers, and I know that I’m making somebody’s life easier.”
On the Road
Being on the Sales Team doesn’t mean being in the office making calls all day. Our team members often take their customer relationship-building skills on the road, attending property management industry trade shows and our annual Rent Manager User Conference.
“I love being able to meet our clients face-to-face, have conversations with them, and really just get to know them on a personal level,” says Camille. These in-person interactions add depth to relationships that may have previously been built only through email and phone calls.
Both Evan and Sophie say that events not only strengthen customer relationships but also provide opportunities for professional development. Evan says that “hearing firsthand from our customers […] how we can save them a couple hours a week provides valuable insights for future conversations.”
Sophie adds that hands-on experience at a recent trade show helped deepen her familiarity with a specific segment of the property management industry. As a result, she returned to the office better equipped to “ask better discovery questions [and] understand more what people are looking for when they call in.”
A Wealth of Skills
Working in sales requires a unique skill set, and our team members emphasize that the LCS Sales Department environment allows them to showcase their abilities while helping customers find solutions.
For Camille, strong communication and listening skills are critical. “I feel like I can talk to anyone about anything. […] I have that ability to tailor those conversations based on what they’re looking for and what they’re needing,” she says. “This role has really shaped me as a professional, being able to have that patience and understanding and listening to problem-solve with our clients.”
Milan says staying consistent and focused with his outreach efforts allows him to better “have that conversation [with a client] and see how we can solve their problems with Rent Manager.”
Meanwhile, Evan relies on his knowledge and feedback from leadership to become an “industry expert” for his clients. “They are coming to you with a problem that you have to […] ultimately provide that solution for them,” he says. “The industry is always evolving; Rent Manager is always evolving. It’s important] to stay up to date on different industry trends so you are known as that expert.”
Career Growth in Sales and Beyond
Members of our Sales Team bring a variety of experiences and backgrounds to their roles. Sophie studied business administration and marketing, while Evan got his start at LCS in Product Support. Regardless of where they began or how long they have been with the company, the team emphasizes that they’ve found strong support at LCS that enables them to grow in their roles and within the organization.
“We are provided a lot of different resources,” says Sophie. “And our managers always have office hours every day, so that’s really nice that I can stop in and ask any questions when I need to.”
Internal support doesn’t come just from management, either. Professional Development Coaches and peers also pitch in to support one another—whether that’s assisting with customer challenges or advancing in their career. “Just having your peers, [being] able to lean on them, ask them questions… that’s been an amazing factor within the job role,” says Milan.
A Culture of Support Makes All the Difference
By supporting one another and working together to make each prospect and customer interaction positive and impactful, the LCS Sales Team’s dedication stands out.
According to Camille, the one thing that inspires her to keep moving forward is the people she works with every day.
“I stay with LCS because of this company culture,” she says. “We are such a growing company while still being close-knit […], and when you enjoy the people you work with and the clients that you help support, it makes all the difference.”
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