Director - Customer Growth

Verizon•Temple Terrace, FL

5d•Hybrid

About The Position

The position is responsible for driving seamless customer experiences and personalized support throughout the customer journey in the small & medium business segment; fostering deep customer relationships, driving engagement, creating value, and ultimately growing revenue. Retention and Growth goals and targets are met by leading multiple teams in an inside sales Saas center to attain daily production metrics and KPIs. The Director-Inside Sales is responsible for providing leadership for the organization and has complete accountability for the results made by the center team. You will be responsible for managing and motivating your team, developing people, and creating and implementing sales and customer experience improvement strategies with responsibilities for coaching, supervision, recognition, guidance, training, and motivation. Manages overall operations, budget, quota, and call volumes throughout the Inside Sales centers. Responsible for implementing and evaluating sales strategies to exceed departmental revenue attainment, delivering superior Customer Experience and meeting all performance standards. This role will also be responsible for ongoing coaching and development of Inside Sales Managing Partners and their sales reps' knowledge of products and service skills/competencies to exceed results. Motivates, coaches, and trains employees in the inside sales centers to reach performance objectives. Develop action plans designed to increase sales productivity. Develop strategic goals with team and manage implementation to drive revenue objectives. Establish monitoring standards and measurement parameters for the sales management team to ensure all Key Performance Indicators are met. Collaborate cross-functionally with different departments to drive sales and expand existing customer base. Manage design of coverage schedule across inbound, outbound, and digital assist queues to ensure coverage in accordance with outlined customer contact objectives. Establish monitoring standards and measurement parameters for the sales management team to ensure all Key Performance Indicators are met through a 30/60/90 day funnel. Make recommendations regarding the hiring, firing, advancement, performance, promotion or any other change of status of team members. Assess employee performance, holding employees accountable, take appropriate corrective actions, and train and provide ongoing direction and feedback to team members.

Requirements

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
A track record of demonstrated sales success – consistency in meeting and exceeding device and lead conversion targets for a sustained amount of time.
A history of sales mentorship and office leadership – having positively impacted the performance and results of others on their team and/or in the office.

Nice To Haves

A degree.
Four or more years of SAAS, marketing, training, and/or customer service experience.
Effective negotiation and closing skills.

Responsibilities

Manage multiple Associate Directors as direct reports who lead a account management teams consisting of Strategic Account Managers.
Plan and prioritize activity and sales and renewal pipeline for leaders to achieve goals with an emphasis on team management, productivity and accurate forecasting.
Meet regularly with team members either individually or in groups to provide feedback, coaching, and direction for daily sales activities.
Identify, plan, and execute strategies for achieving monthly, quarterly, and annual sales goals.
Communicate with other various departments in collaborative efforts and maintain relationships with these departments to ensure future sales and customer success.
Navigate effectively through the company structure and culture to achieve the desired outcomes for the team.
Build strong, diverse, and inclusive teams and identify and select high quality talent to develop and retain.
Create a team environment which motivates all employees to do their best and set the tone at the top for a respectful and supportive workplace.
Responsible for implementing and evaluating sales strategies to exceed departmental revenue attainment, delivering superior Customer Experience and meeting all performance standards.
Responsible for ongoing coaching and development of Inside Sales Managing Partners and their sales reps' knowledge of products and service skills/competencies to exceed results.
Motivates, coaches, and trains employees in the inside sales centers to reach performance objectives.
Develop action plans designed to increase sales productivity.
Develop strategic goals with team and manage implementation to drive revenue objectives.
Establish monitoring standards and measurement parameters for the sales management team to ensure all Key Performance Indicators are met.
Collaborate cross-functionally with different departments to drive sales and expand existing customer base.
Manage design of coverage schedule across inbound, outbound, and digital assist queues to ensure coverage in accordance with outlined customer contact objectives.
Establish monitoring standards and measurement parameters for the sales management team to ensure all Key Performance Indicators are met through a 30/60/90 day funnel.
Make recommendations regarding the hiring, firing, advancement, performance, promotion or any other change of status of team members.
Assess employee performance, holding employees accountable, take appropriate corrective actions, and train and provide ongoing direction and feedback to team members.