Customer Retention Manager

If these qualities matches your personality, let's chat!

• You are driven
• You enjoy working closely with internal and external clients
• You enjoy leading by example
• You enjoy pulling up a chair and help your team excel forward
• Strive for Presidents Club every year
• Enjoy controlling your own financial destiny

As the Customer Retention Manager, this is what will be asked. As you work closely with the other sales leaders, you and your team will dig in with current clients. Learn what has been working and what could really make a difference to help grow their business.

Please note that you must have prior MCA (Merchant Cash Advance) experience. Also open to other cities beyond NY.

What You Will Do:

• 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)
• 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
• Review, facilitate, and expedite renewal submissions and contract funding for individual and team sales
• 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
• 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

What We’re Looking For:

• 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
• Bachelor’s degree preferred or equivalent combination of education and job experience
• 3 years of prior Sales Representative experience, ideally in Financial Services and/or consultative sales with demonstrable experience delivering
• 4 years of people management and coaching experience
• Experience being a SME contributor for policies and procedures
• 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