Senior Manager, Customer Retention Solutions (Hybrid, Tri-State)

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

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.