Regional Director of Client Services (West Region) Allconnect
THIS JOB HAS EXPIRED Benefits:Full Benefits: Medical, Dental, Vision, 401k
Employment Type:Full Time
Department:Sales & Operations
Description:The Regional Director for Client Services is responsible for the attainment of revenue and customer satisfaction metrics with our Utility partners. Success in this role will be measured by contributing to the achievement of Allconnect?s revenue and EBITDA targets as well as attainment of personal goals. The personal goals will be based on call transfer volume and revenue per sale metrics. Success also comes with Allconnect?s ability to sell a broad array of products and services on behalf of the Utility, creating web linkages between websites, implementing marketing tactics, and growing our solution set to new types of services provided. The position has 3 key areas of responsibility: oversight of client call center sales execution, account & stakeholder management and project & activity management.
Duties:Call Center Sales Execution: Allconnect derives revenue based on the quality and quantity of our Utility partners transferring of customers to our call centers. Oversight of the clients call center sales execution is paramount to ensuring we achieve our key sales and customer satisfaction metrics. This requires the development of a comprehensive sales execution plan (as part of a broader account plan) that must incorporate various tactics-including product and sales training, sales incentives & contests, sales Ambassador program, call center sales rallies, internal marketing programs, etc, to achieve key sales metrics through call volume transfers and product delivery.
Account & Stakeholder Management: Create and actively manage the account plan for each Utility Partner by working closely with the Utility Partner key contacts-including assisting in contract negotiations and managing all day-to-day issues. Responsible for monitoring account activity (i.e. volumes, key performance indicators/metrics, escalations, corrective action reporting, performance plans, trends) and developing a results analysis plan which includes communicating both internally and externally and determining strategies for improving revenue generation and service delivery. Responsibilities also include monitoring of contract provisions and ensuring that the technology connections between our call centers are functioning properly.
Project/Activity Management: These responsibilities include developing a comprehensive list of activities necessary to achieve results through the deft managing of cross-functional peers (Finance, IT, Marketing, Legal, etc) as well as key Utility partner stakeholders to complete the agreed upon tasks. Examples of which are sales execution programs, systems integration/upgrades, sales tracking enhancements, etc, as well as the creation, uploading and maintaining of an account management plan in an Oracle database.
Qualifications:? Experienced in creating and implementing successful comprehensive sales execution plans
? Strong understanding of the challenges involved in getting call center agents & managers to successfully execute on existing or new sales programs
? Proven track record in achieving sales goals through stakeholder and influence management
? Ability to develop strong relationships with Utility Partner accounts and manage a complex set of topics and responsibilities
? Ability to create effective account plans and strong project management skills to manage all activities that come from the account plan that requires client support and commitment
? Strong research, results analysis, resourcefulness and problem solving skills
? Highly developed communication, negotiating, and interpersonal skills to creating win-win solutions
? Ability to work at all levels of our Utility Partner accounts from call center representatives to department VPs
? Strong leadership skills with the ability to work closely and collaboratively with multiple departments and managers both within Allconnect and our utility partners
? Detail oriented person that can manage a long list of action items with multiple accounts and have the ability to prioritize what is important
? Influence manage cross-functional peers and leaders to drive accountability of deliverables with quality and on schedule
? Strong computer skills, especially Microsoft Office applications
? Minimum of 7 years experience managing client partnerships or managing business accounts
? Minimum of 5 years of Call Center sales/sales operations leadership experience
? Proven track record of selling new solutions to clients
? Exceptional project management skills to implement solutions sold to clients, implement tactics agreed upon with client, and manage the long list of day-to-day issues.
? Must be able to travel up to 50% of the time in order to build client relationships and ensure achievement of sales and customer experience goals
? Excellent communication skills and the ability to communicate with all levels of a Partner company
? Significant experience with Word, Excel, PowerPoint, Outlook, and other reporting software
||Four Concourse Parkway |
Atlanta, GA 30328
THIS JOB HAS EXPIRED