Director of Sales and Customer Service

Description

Job Description

Job Title: Director of Sales and Customer Service

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 include the following. Other duties may be assigned.

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.

Competencies 

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written inf