Director of Sales and Customer Service

Description :

Job Title : Director of Sales and Customer Service

Is this the role you are looking for If so read on for more details, and make sure to apply today.

Department : Sales

Supervisor : Vice President, Client Services

FLSA Status : Exempt

Summary :

Facilitates ownership of sales management / growth and customer experience throughout the company by performing the following duties personally or through subordinate managers.

Essential Duties and Responsibilities :

• Manages Sales Team and sales process.
• Supports, trains and develops sales team.
• Performs reporting to include sales revenue and growth, top 10 clients, Sales and Customer service performance.
• Manages sales metrics to ensure improved sales revenue.
• Tradeshow representation scheduling.
• Develops the organization's customer service strategy and manages the overall performance of people and processes to achieve the highest satisfaction for company, clients and team members.
• Supports and develops Customer Service Manager.
• Ensures all team members and leaders associated with the client experience have a clear understanding of the company's vision and goals for customer experience excellence and liaisons with leadership members to implement the corporate strategy.
• Develops a metrics / customer / market-driven culture in accordance with the overall company culture and priorities.
• Handles contract and agreements review and execution.
• Accountable for the management of all client queries (including RFI's / RFQ's, NDA's, contracts and agreements) and client issues within the organization.
• Partners with executive management and other leadership team members to identify opportunities for client sales and support process improvements and design.

Facilitates successful implementation of new programs and or support throughout the company while fostering an environment of continuous improvement.

• Serves as the voice of the client in collaborating closely with leadership team to understand company, technology, product and service strategy.
• Recommends changes and enhancements to current platforms.
• Works closely with sales teams and leaders to help define client expectations and support methodologies to ensure organization success.
• Ensures customer and growth-related reports, sales and other internal intelligence is provided to executive management.

Develops new reporting tools and dashboards as needed.

Supervisory Responsibilities :

Directly supervises employees in the Sales Department and the Manager of Customer Service. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance;

rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications :

• Bachelor's degree from four-year college or university; or five or more years of senior client relationship or customer service experience.
• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration and drive change with momentum.
• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
• Proven ability to manage diverse effort's synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.
• Extensive management experience in a customer service / sales environment.
• Demonstrates skills in team leadership, mentorship and an ability to accomplish departmental goals.
• Balance operational metrics against customer service metrics.
• Self-sufficient and self-motivated with the ability to independently manage major clients and teams.
• Leader of cross-functional project teams across the organization.
• Creative thinker with analytical skills.
• Ability to collaborate effectively at all levels and functions.
• Applied understanding of technical issues and processes.
• Demonstrated problem-solving skills.
• Ability to project manage and provide proactive communication with all internal key stakeholders from start to completion of a client service event.
• Exceptional communicator with strong written, presentation and verbal communication skills.
• High level emotional intelligence / interpersonal skills. Ability to self-soothe and manage emotions.
• Occasional travel required.

Language Skills :

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and / or boards of directors.

Mathematical Skills :

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability :

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills :

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Order processing systems;

Project Management software; Spreadsheet software and Word Processing software.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; sit and use hands to finger, handle, or feel.

The employee is frequently required to talk or hear. The employee is occasionally required to reach with hands and arms;

climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and / or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and vibration. The noise level in the work environment is usually quiet.

Compensation details : 100000-145000 Yearly Salary

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