Senior Manager, Consumer Sales and Service

Revvity•Waltham, MA

7d•$133,000 - $177,500•Hybrid

About The Position

The Senior Manager, Consumer Sales & Service is responsible for leading ViaCord's consumer-facing sales organization and supporting the end-to-end experience of prospective and current clients. This role drives enrollment growth, sales effectiveness, customer satisfaction, team development, operational excellence, and cross-functional collaboration. The leader serves as both a strategic and hands-on leader, ensuring the organization consistently delivers an exceptional experience to expectant families while achieving enrollment, revenue, and retention objectives. The role is accountable for sales performance, employee development, sales enablement, forecasting, customer escalation management, process improvement, and commercial execution. This position partners closely with Marketing, Customer Service, Clinical Market Development, Laboratory Operations, Finance, Project Management, Quality, and Executive Leadership to support ViaCord's business goals and growth initiatives. Enjoy the flexibility of a hybrid work schedule while staying connected to our team! This role requires candidates to be local to Massachusetts/Northeast with the ability to visit our Waltham headquarters on a weekly basis, with frequency adjusted based on business needs.

Requirements

Bachelor's degree
A minimum of 8 years of leadership experience in sales, customer experience, healthcare, life sciences, medical services, or related industries.
A minimum of 3 years of experience with forecasting, reporting, performance management, and sales analytics.
A minimum of 3 years of experience working within CRM platforms.

Nice To Haves

3+ years of experience working with Salesforce.
B2C Preferred
Healthcare, diagnostics, biotechnology, laboratory services, maternal health, or life sciences experience.
Exceptional communication and relationship-building abilities.
Experience leading inside sales organizations.
Experience with customer experience programs and service operations.
Strong coaching, leadership, and employee development skills.
Experience implementing sales enablement and training programs.
Demonstrated success leading high-performing sales and customer-facing teams.
Exposure to AI-enabled sales and customer engagement technologies.

Responsibilities

Lead the Consumer Sales organization to achieve enrollment, revenue, and conversion targets.
Develop and execute sales strategies that drive growth and increase market penetration.
Monitor and optimize sales funnel performance from lead generation through enrollment.
Establish sales objectives, productivity measures, and performance expectations.
Manage forecasting activities and communicate performance trends and business risks.
Analyze conversion metrics and identify opportunities to improve commercial effectiveness.
Drive accountability for sales results through coaching, reporting, and performance management.
Collaborate with Marketing to improve lead quality, campaign effectiveness, and conversion outcomes.
Evaluate and implement new processes, tools, and technologies that enhance sales productivity.
Recruit, onboard, develop, coach, and retain a high-performing sales organization.
Conduct regular one-on-one meetings, call reviews, and performance discussions.
Establish individual development plans for team members.
Foster a culture of accountability, continuous learning, and customer focus.
Identify skill gaps and implement targeted training and development programs.
Support succession planning and talent development initiatives.
Lead team engagement, recognition, and culture-building activities.
Promote collaboration and knowledge sharing across the organization.
Oversee onboarding and training programs for new sales representatives.
Develop and maintain sales playbooks, scripts, objection-handling tools, and training materials.
Ensure representatives maintain strong product knowledge and competitive awareness.
Implement best practices and standardized selling methodologies.
Drive continuous improvement in sales effectiveness and customer interactions.
Champion a customer-first culture throughout the organization.
Monitor and improve the experience of prospective and enrolled families.
Serve as an escalation point for complex customer concerns.
Partner with Customer Service and Operations to resolve issues and improve outcomes.
Monitor customer feedback and use insights to drive continuous improvement.
Support retention and customer loyalty initiatives.
Ensure consistent, professional, and empathetic customer communications.
Develop and maintain key performance indicators and operational dashboards.
Analyze business trends and communicate actionable insights to leadership.
Utilize Salesforce and other business systems to ensure data integrity and process compliance.
Support monthly operating reviews, forecasting, budgeting, and business planning activities.
Lead process-improvement initiatives that enhance customer and employee experiences.
Ensure resources are aligned with business demand and performance requirements.
Partner with Marketing to improve lead generation, nurturing, and campaign performance.
Collaborate with Customer Service to optimize customer journeys and handoffs.
Work closely with Laboratory Operations and Clinical teams to support customer communications and issue resolution.
Support commercialization of new products, services, and strategic initiatives.
Participate in project teams and organizational improvement efforts.
Act as the voice of the customer in business planning and decision-making processes.
Contribute to commercial strategy development and execution.
Identify opportunities for growth, efficiency, and innovation.
Support implementation of new technologies, AI-enabled tools, and sales process improvements.
Participate in long-range planning and annual operating planning activities.
Provide recommendations to executive leadership regarding market opportunities and organizational priorities.
Champion initiatives that strengthen ViaCord's competitive position and customer value proposition.