Senior Operation Manager I Tele Sales Process

Role & responsibilities

The Senior Sales Manager is responsible for overseeing the management of teams supporting complex accounts to drive the generation of revenue and business growth, lead a sales team(s), accountable for driving team performance through customer success motions (onboarding, adoption, health checks and voice of the customer) and/or revenue retention motions (product/ service contract renewals, extension, upsell and expansion). Serves an assigned territory/client with moderate to complex variables in geography and/or customer complexity. Possess passion for sales, superior customer experience, capacity for quick thinking and immediate action, and ability to forecast sales outcomes. Responsible for driving the professional development of the highperforming sales team, including coaching, training, and continuous performance evaluation. Responsible for managing, building, and developing the strategic client relationship through a high level of external facing client engagement, providing advanced consultative support. Meets complex and strategic needs and goals, while partnering with senior level client stakeholder(s). Must possess advanced ability to support and manage high level of variability and change, including managing lower-level manager(s). Essential Functions - Duties and Responsibilities • Lead, develop, and motivate the team(s) to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction and growth • Provide accurate weekly, monthly, and quarterly sales forecasting, execute all required customer success motions and ensure data recorded in the CRM is accurate and up to date • Act as an enabler to remove both internal and external roadblocks and help team to resolve complex challenges in support of sales opportunities • Monitor and drive team call time and productivity and conduct weekly performance reviews and weekly coaching sessions with all team members • Analyze data, performance, and customer experience trends to develop and implement strategic sales plays and best practice for client/specific territories • Stay current on developments in client products/services and within the market and ensure the team is informed on the latest trends and market direction • Work with external facing client as a point of escalation for the client and respond in a timely manner to any issues Maintain a high level of communication with external stakeholders to ensure strategic client relationship is fostered and developed • Effective client management having a clear view on account and how to maximize revenue as well as effectively communicating quarterly objectives to client • Work closely with client contact on reporting and forecasting • Serve in a consultative role to support key stakeholders, both internal and external • Ensure team alignment to achieve operating plan targets, sales targets, and client performance targets (CPTs) • Work with internal functional resources and external partners to develop an effective coaching and training platform, targeted around customer success and revenue retention motions and skills, ensuring on-going development of the team • Coordinate team incentives and SPIFs (Sales Performance Incentive Fund) • Ensure high level of professionalism during all interactions with team and client • Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met • Collaborate with cross-functional teams and management to optimize sales processes, systems and achieve a superior customer experience • Lead team to effectively influence buying/renewal process to achieve greater client satisfaction

Preferred candidate profile

Minimum 5 years of work experience in a sales leadership role, with proven success • Consistent track record of success with a passion for exceptional customer experience and driving team results • Must be well-versed in High Performance Selling methodologies • Results-driven, analytically proficient, strategically minded with an operational outlook • Advanced people management, leadership, and coaching skills • Experience in a fast-paced high-volume sales environment with tight deadlines in a dynamic working environment • Advanced listening and problem-solving skills • Advanced verbal and written communication skills, both internally and externally • Ability to maximize revenue through best practices, with proven success • Highly organized with the ability to handle multiple priorities • Strong knowledge of Microsoft Office programs • Demonstrated ability to prioritize and multi-task in a time-sensitive environment • Demonstrated ability to make timely and sound decisions; make decisions under conditions of uncertainty or limited data; evaluate short- and long-term consequences • Execute high level of independent judgement and critical thinking • Professional and polished demeano

Perks and benefits