Manager, Customer Retention Solutions

Responsibilities

• Staff and manage the sales renewal team while delivering individual and team performance goals.
• Monitor, assess, and address customer outreach through sales tools and company policies.
• Manage Salesforce reporting systems and financial information pipelines.
• Review Salesforce dashboards, generate reports, and communicate findings to align performance and accountability.
• Act as a player/coach to achieve individual and team sales-unit, volume, and monthly department goals.
• Manage and follow up on merchants’ requests, concerns, and needs.
• Serve as an escalation contact for team members and merchants.
• Build and maintain relationships with key client decision-makers.
• Review, facilitate, and expedite renewal submissions and contract funding.
• Coach, mentor, and enable team members while creating a motivating, inclusive environment.
• Develop short- and long-term learning plans and support formal and informal development activities.
• Set expectations, hold employees accountable, and address performance issues with HR as appropriate.
• Lead hiring, performance management, compensation, and evaluations.
• Collaborate with leadership and HR on career growth and succession plans.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and experience.
• 3+ years of sales representative experience, ideally in financial services or consultative sales.
• 4+ years of people management and coaching experience.
• Experience serving as a subject-matter expert for policies and procedures.
• Experience driving metric and quality performance within a 30-day cycle.
• Experience with performance management.
• Excellent verbal, written, interpersonal, organizational, and time-management skills.
• Ability to deal with ambiguity and change and perform in a high-intensity environment.
• Ability to perform business math.
• Proficiency with Microsoft Suite and CRM systems.
• Candidates must be located in New York, New Jersey, or Connecticut; monthly in-office presence is required.

Compensation and Benefits

• Competitive base salary of $100,000.
• Eligibility for incentive commission compensation, earned monthly.
• Medical, dental, and vision insurance.
• Flexible spending and lifestyle spending accounts.
• Company-paid disability and vision insurance.
• Voluntary life, disability, accident, and hospitalization insurance.
• Paid maternity and parental leave.
• Commuter benefits.
• LifeBalance program and Plum Benefits discounts.
• Pet and car insurance discounts.
• Tuition reimbursement of up to $5,000 annually.
• Travel reimbursement for work-related travel.
• Paid time off and sick time.
• Fidelity 401(k) with a 25% company match on contributions, up to 6% of annual salary.