Kapitus is a reliable name in small business financing, and they are seeking a Manager for Customer Retention Solutions. The role involves staffing and managing the sales renewal team, ensuring performance goals are met, and fostering a positive team environment while collaborating with senior management to enhance customer satisfaction and revenue growth.
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
Requirements:
- 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
- Bachelor's degree preferred or equivalent combination of education and job experience