Manager, Customer Retention Solutions

Kapitus•New York, NY

4h•$75,000•Hybrid

About The Position

The Manager, Customer Retention Solutions is responsible for staffing and managing the sales renewal team, delivering on individual and team performance goals, providing consistent and timely coaching to staff, while promoting a positive and inclusive environment throughout the department. The Team Lead will work with other business areas and senior management to increase account penetration, revenue growth, and customer satisfaction in a remote/hybrid environment. Candidates must be located in the tri-state area (New York, New Jersey, Connecticut) as in-office presence is required monthly.

Requirements

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
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

Responsibilities

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
Collaborate with Kapitus leadership and HR to continually refine and modify career growth and succession plans to meet changing business needs
Other tasks and duties, as required by management

Benefits

Competitive Base of $75,000. Kapitus is providing this as a good faith salary range to comply with applicable law. The applicant's final salary will depend on a number of factors including the applicant's geographic location, skills, and experience.
Incentive Commission Compensation Eligibility – earned monthly
Health Insurance: We offer comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC), with various coverage levels available to meet the needs of our employees and their families.
100% Company Paid Insurances: Kapitus fully covers the cost of basic short-term and long-term disability insurance, as well as vision insurance, ensuring our employees have comprehensive protection without any personal expense.
Voluntary Insurance: Supplemental life insurance as well as enhanced short- and long-term disability coverage are available through Mutual of Omaha, providing additional security for our employees. Additionally, Colonial Accident and Hospitalization insurances are also available, offering further protection against unforeseen events.
Paid Maternity and Parental Leave: Beyond state-mandated leave policies, Kapitus provides company-paid maternity and parental leave, supporting our employees during important family milestones.
LifeBalance Program: Enhance your lifestyle with our LifeBalance membership, which offers discounts on outdoor activities, the arts, health, and fitness. Additional benefits include:
Pet and car insurance discounts.
Financial services such as LegalShield.
Relaxation and stress management tools, including a fully covered annual subscription to The Calm App.
Plum Benefits Discount Program: Access exclusive discounts on shows, travel, car rentals, and more, enriching your personal and family life.
Tuition Reimbursement: Pursue further education with up to $5,000 annually in tuition reimbursement, plus opportunities to attend relevant conferences and career development events.
Transit Reimbursement: We also offer transit reimbursement for all work-related travel, supporting your involvement in career and personal development activities.
Retirement Benefits: Our 401K plan is managed through Fidelity, featuring a 25% match on employee contributions, helping you plan for a secure financial future.
Paid Time Off and Sick Time