Manager, Customer Retention Solutions

Kapitus, Inc.; Virginia; Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive base salary

Monthly incentive commissions

Health insurance

Flexible spending account

LifeBalance program

Tuition reimbursement

Paid time off

Retirement benefits

Job summary

Kapitus, Inc. is seeking a Manager, Customer Retention Solutions to lead and develop the sales renewal team in a remote/hybrid setting. You will coach staff, manage dashboards in Salesforce, and partner with senior leaders to grow revenue and customer satisfaction.

The role requires 4+ years in people management, a strong sales background in financial services, and excellent communication skills. In-office monthly presence is required in the tri-state area.

Qualifications

• 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

Skills

Sales leadership

People management

Coaching

Customer retention

Negotiation

Communication

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

CRM

Microsoft Suite

Job description

Attention: Kapitus is aware that individuals posing as recruiters may becommunicating with job seekers about supposedpositions with Kapitus. Kapitus has received reports that the content and method of communication can vary, but messages may contain requests for payment (e.g., fees for equipment or training) and/or for sensitive financial information.

Kapitus will never ask a candidate for employment for payment or financial information during the initial application or interview process. All open positions are posted in location specific employment portals available at www.kapitus.com/careers All legitimate Kapitus job postings on employment sites will direct candidates to complete an application through these portals before completion of the hiring process.

Candidates with additional questions or concerns regarding any recruiting communications or Kapitus’recruiting process in general should email [e-mail]

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.

What You Will Do:

• 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

What We’re Looking For:

• 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

Kapitus Total Rewards Package Includes:

• Competitive Baseof $100,000. 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: 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. Additional perks through UHC include: Sweat Equity, free subscription to the Calm App, UHC rewards,RealAppeal, and Quit For Life.
• Flexible Spending Account: Set aside pre-tax dollars from your paycheck to pay for qualified out-of-pocket medical, dental, vision, pharmacy or dependent care expenses.
• Lifestyle Spending Account: Employer sponsored post-tax benefits that allow reimbursement for expenses related to physical, mental and financial well-being.
• 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.
• Commuter Benefits: We offer pre-tax benefits on parking and commuter expenses to cover travel to and from work.
• 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.
• 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. Managed through our LSA plan, Kapitus Academy.
• Travel Reimbursement: We also offer travel reimbursement for all work-related travel, supporting your involvement in career and personal development activities.
• Paid Time Off and Sick Time.
• Retirement Benefits: Our 401K plan is managed through Fidelity. To support your long-term financial goals, the company provides a 25% match on your contributions, up to 6% of your annual salary.

About Kapitus:

Kapitus is one of the most reliable and respected names in small business financing. As both a direct lender and a marketplace built with a trusted network of lending partners, we can provide small businesses with the financing they need when, and how it is needed. We have spent our entire existence building a culture that makes us excited to come to work in the morning. Our company is fast paced, teammates need to be self-directed and have an internal motivation to do the right thing, even when the right thing takes a lot of hard work. We show our teammates our appreciation by offering great benefits, competitive pay and solid opportunity for growth.

Company Mission:At Kapitus, our mission is to help small business owners grow their organizations by providing tailored, transparent, and ethical financing solutions. We invest in every business owner’s story and we are dedicated to building lasting relationships to champion their goals. We promise to keep the best interests of our clients at the center of the financing process by operating with transparency, fairness, and integrity.

Consideration will be given to qualified remote candidates residing in states where Kapitus and/or one of its subsidiaries has an established physical presence.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Kapitus’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.