Customer Retention Manager

We are looking for a highly dynamic and driven “A ” player that is not afraid of rolling up their sleeves and leading by example. You will be responsible for staffing and managing the sales renewal teams, delivering on individual and team performance goals, providing consistent and timely coaching to staff, while promoting a positive and inclusive environment throughout the department.

What We’re Looking For:

• Bachelor’s degree preferred or equivalent combination of education and job experience
• 3 years of prior Sales Representative experience. If you have a Financial Services and/or consultative sales background that is a bonus.
• 4 years of people management and coaching experience
• Experience being a SME contributor for policies and procedures
• Experience driving metric and quality performance within a 30-day cycle
• Experience in performance management
• Excellent verbal, written, and interpersonal communication skills
• Excellent organization and time management skills
• Ability to deal with ambiguity and change
• Ability to perform in a high intensity environment
• Ability to compute business math
• Proficient in Microsoft Suite, CRM

What You Will Do:

• Monitor, assess, and address the team’s customer approach and outreach through various sales tools, and in accordance with company policies and procedures
• Manage reporting system and financial information pipeline in salesforce with management team
• Review Dashboards and generate reports within salesforce and deliver findings to team members to align performance and accountability
• Act as a player/coach to maintain both individual and team sales unit and volume goals, including offsetting monthly department goals as required
• Contact, manage, and follow up with merchants’ requests, concerns, and needs in a timely fashion
• Act as escalation contact for team and merchants, as appropriate
• Maintain, grow, and build good rapport with key decision makers with client(s)
• Review, facilitate, and expedite renewal submissions and contract funding for individual and team sales
• Inspire and create a motivating environment through coaching, mentoring, and enablement
• Provide opportunities to participate in both formal and informal developmental activities
• Collaborate with team to build short- and long-term learning plans
• Encourage open, candid exchange of ideas, and respectful challenges to status quo
• Work with senior leaders and department head, to set expectations for all team members and hold employees accountable for results
• Define objectives, identify, and evaluate trends and options
• Promptly address performance issues, working with HR as appropriate
• Lead hiring, performance management, compensation, and evaluation of team members