CSC ServiceWorks Dir Inside Sales in Irving, Texas

Position Summary:

Primary responsibility for leading a team of Inside Sales Managers and the retention strategy to increase overall retention rates and improve customer relationship growth with a focus on maintaining and expanding client relationships while protecting and growing revenue within our existing client’s portfolios.

Key Job Responsibilities:

  • Work collaboratively between the region marketing team and operations to identify, enhance and execute retention tactics to drive customer lifetime value and reduce churn.

  • Drive long term strategic impact that enables client growth in an operationally friendly manner to facilitate improved customer retention metrics and reduced service and support expenses.

  • Identify key training initiatives to enhance product knowledge, competitor knowledge, saves skills, and sales skills for the Inside sales teams.

  • Determine retention strategies for the retention call center including save tactics, renewal programs, retention scripting, save offers, compensation, call routing, and operations programs while maintaining budgeted retention rates.

  • Lead retention strategies and best practices with short term impact focused on cross functional churn reduction initiatives to meet CSC growth targets.

  • Oversee implementation of retention playbook. Ensure that each Inside Sales Manager meets the assigned measurements of success for various growth and strategic MBOs.

  • Work to standardize best practices, save compensation, KPI’s, identify gaps in support, identify headcount needs to facilitate regional standardization and consolidation of the retention center.

  • Engage and lead critical care efforts in situations where CSC is at risk of losing a client and/or incurring brand and reputation damages.

  • Work effectively with regional marketing team, RVP Sales, Care Directors and Branch Managers, and navigate through the logistics of working with cross functional management teams in Inbound Sales, Outbound Sales, Learning and Development, Talent Management, Marketing and Sales Administration.

  • Partner with analytics team to refine and enhance promo renewal strategies and performance.

  • Other duties assigned

Key Management Responsibilities:

  • Recruit, hire, and manage assigned team

  • Delegate duties and assign/schedule work to meet deadlines

  • Support employee development and provide training as needed

  • Establish team and individual employee goals

  • Manage employee performance

  • Authority to terminate or make a termination recommendation

  • Implement, communicate, and maintain Company practices, policies, and procedures with team

Required Education & Experience:

  • Bachelor’s degree in Business; or 5-7 years of previous experience in a service industry with focus on cross functional team approach; or equivalent combination of education and experience

  • Master’s degree preferred

  • 5+ years of previous experience in sales and account management leadership

Required Knowledge, Skills, and Abilities:

  • Ability to prioritize opportunities and execute an enterprise account plan accordingly with dependability and ownership

  • A thorough understanding of C-level client executive working challenges and relationship strategies a plus

  • Extraordinary critical thinking skills with the ability to work within a matrix structure and in cross functional teams

  • Exemplary communication skills (verbal, written and client facing presentation)

  • Full PC literacy including the customer relationship management system (SFDC) and MS office

  • Travel - up to 10% of the time

CSC ServiceWorks is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

EOE/AA/M/F/Vets/Disabled

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