Director, Strategic Relationship Management

isolved•Charlotte, NC

22h

About The Position

isolved is seeking a Director, Strategic Relationship Management who has a proven track record of creating high-performing sales and retention teams through a focus on a strong culture. Reporting to the Senior Director, Strategic Relationship Management, the Director role is responsible for managing all aspects of the customer sales and retention department. The major duties include providing management communications to the sales department, training and coaching the team; monitoring and reporting on sales and retention metrics, and managing the respective processes.

Requirements

Strong work ethic leading sales team by example, 5 years of sales experience, 5+ years of sales leadership
Ability to learn our technology quickly and continue to keep your knowledge up to date
Excellent written, oral, and presentation communication skills
Ability to thrive in dynamic customer-facing interactions and harness your problem-resolution skills to handle difficult customer conversations
Ability to confidently negotiate renewals and speak to company billing and pricing
Strong computer literacy, which includes expertise with Microsoft Office Suite (Outlook, Excel & PowerPoint) as well as experience with payroll and HCM software
Proven ability to collaborate and build strong relationships with customers, especially at the leadership level, and engage across corporate functions (i.e. Sales, Implementation, Marketing, Customer Support, Product, etc.)
Bias for action and sound instincts on resolving issues effectively.
Be inquisitive and like researching to solve problems and identify solutions
Typically requires a Bachelor's degree and 12+ years of direct experience, with 8+ years of leadership experience.

Nice To Haves

Experience with alternative payroll and HCM software
Strong customer relationship management exp.
Solution sales across an entire portfolio of products and services
Business Services sales experience
Cloud-based Software experience
Solution sales in software and applications focused on payroll, HCM, customer service, mobile apps, e-commerce, analytics, and application development 3 years of experience

Responsibilities

Build a relationship management team that exceeds the company's sales goals, focuses on churn migration, succession planning, and customer satisfaction and advocacy.
Owns the team's metrics and creates strategies to exceed quota.
Acts as the first line of escalation for their team's account portfolio with ultimate responsibility for customer health and revenue retention and expansion for the assigned book of business
Ensure that the sales pipeline remains full of qualified opportunities and leads
Supports team members in contract pricing and renewal strategy and negotiations
Facilitates Deal Strategy and Red Zone calls on a set cadence
Collaborates with SVP of Customer Success to manage and review team statistics, through systems such as Health scores, Churn zero, and Sugar CRM as well as help track annual budget, customer retention, referrals, and reference measurements
Maintains in-depth working knowledge of the company's brands, industry, systems, and processes
Collaborates with the VP of Customer Success on team development and succession planning
Continually pursue improvements and work on internal customer success optimization, tools, materials, and enablement projects
Collaborate with support/customer success leadership.
Supervise the team in accordance with company policies and procedures
Provide coaching for existing team members and training for new members
Manage performance and salary reviews and develop development plans
Report to management on sales metrics, opportunities, and pipeline