Supervisor, Inside Retention - Lewisville, TX

Waste Management, Inc. • Lewisville, TX

23h • Hybrid

About The Position

Supervises the Inside Account Executive I team in Lewisville. The Account Executive Is are responsible for proactive maintenance and revenue growth of current WM customers within a book-of-business. Manages the Area's account retention program and assigns retention responsibility to the appropriate Account Executive. This will be a hybrid role, working in the office and occasionally from home. The candidate can expect to work in the office 3 days per week, with 2 days working from home. The office location for this position is in Lewisville, TX, and all candidates should be able to commute to this location. For candidates outside of the company, we are looking for proven inside sales supervisory experience. The right external candidate will have previous experience supervising a team of retention or inside sales representatives who are accustomed to retaining small and medium sized business customers.

Requirements

• Bachelor's Degree Sales/Marketing, Business Administration or similar area of study
• 5 years in Sales/Marketing, Business Administration or similar area
• Proven inside sales supervisory experience.
• Previous experience supervising a team of retention or inside sales representatives accustomed to retaining small and medium sized business customers.
• Ability to commute to Lewisville, TX office.
• Must have, or be willing to obtain, a REAL ID or TSA-approved alternative for potential air travel or federal property access.

Responsibilities

• Work with Area to establish and or refine sales and retention processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between sales team and Market Areas. Tracking and reporting procedures, etc.
• Establish and or refine Coaching and Training Protocol. This would include: Daily, weekly, and monthly training regiments for individual reps as well as the team. Coaching should consist of desk side activity as well as remote listening and performance measurement.
• Assist in the implementation and ongoing development of the Account Retention team.
• Generates revenue by retaining existing customers and executing the Area's Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
• Maintains and reinforces the corporate sales strategy and design with the Retention Team.
• Handle any escalated customer calls. These calls may include when a customer requests to speak with a Supervisor or with any other customer call.
• Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Inside Sales Manager to help resolve unique customer issues/concerns.
• Supervises activities of the Account Executive team in Lewisville. Ensures team members meet or exceed goals for cancellations, new sales, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of an Account Associate.
• Forecasts and recruits qualified candidates for available and/or upgraded inside sales positions.
• Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned sales personnel and develop their opportunities for promotion, if available.
• Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
• Works with the Inside Sales Manager to communicate and effectively manage the Area's price increase strategies including meeting price increase goals.
• Effectively maintains and ensures the use of WM sales tools (i.e. SalesForce, MAS, Pricing Tools, etc.). Ensures that the entire Retention Team is well trained in the use of these tools.
• Analyze net new business trends and recommends corrective actions.
• Provides industry knowledge and interpretation of regulations to staff and customers.
• Participates in and takes ownership of municipal account retention when and if required.
• Regularly meets with customer executives to ensure client needs are met and expectations exceeded.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability
• Stock purchase plan
• Company matching on a 401(k)
• Paid vacation
• Holidays
• Personal days

What This Job Offers

• Job Type: Full-time
• Career Level: Manager