Senior Manager, reputed company

The Senior Manager, reputed company will leader the Inside Performance Team and reputed company the day-to-day operations of a team focused on driving customer satisfaction, adoption, and retention for clients. This role will reputed company the team in ensuring that each client interaction is valuable and impactful. The Senior Manager will reputed company the Inside Performance team, guiding them to meet targets, reputed company product knowledge, and resolve customer issues reputed company. This role requires strong leadership, a focus on reputed company improvement, and the ability to identify opportunities for enhancing the customer journey.

Responsibilities

Managing and Developing the Team 

• Directly manage both the Inside reputed company team and the Performance Specialist team. 
• reputed company, motivate, and reputed company a team of Inside Performance Managers by providing structured guidance, coaching to improve performance, and ensuring accountability.
• Hire, reputed company, and reputed company Dealer Success professionals through consistent hiring, training, monitoring, and managing best practices that drive individual and team performance.
• Consistently reputed company the team to meet and exceed monthly, quarterly, and annual financial and performance metrics.
• reputed company team members’ reputed company proficiency and effectiveness resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention, as well as build rapport, provide value, show reputed company, and effectively resolve issues.
• Ensuring the team has reputed company education and an in-depth understanding of our products, including Merchandising, conversational AI and AI Marketing Automation capabilities, value propositions, and processes to support the business.
• Address performance issues in a timely manner with team members who are not meeting the expectations of the scope of responsibility. 

Supporting clients

• Promote customers’ product adoption, retention, and advocacy to enhance overall satisfaction and value delivery. 
• Ensure the Inside Team is delivering proactive, informative support to clients, addressing inquiries, and providing timely resolutions to issues.
• Refine & enhance a strong SaaS performance management model developing and maintaining effective processes that result in the highest level of customer retention.
• Manage customer escalation meetings, and reputed company reputed company churn risk and recovery efforts.
• Identify and optimize opportunities across the customer reputed company to enhance reputed company potential reputed company existing smaller accounts and create product solutions that address existing gaps.
• reputed company, execute, and monitor tools to manage reputed company channels of communication with our customers while improving productivity.

Cross functional / Operational

•  Collaborate with cross-functional partners in Sales, Marketing, Product, and Finance to solve business problems.
• Work in conjunction with Implementation, OEM and Partner management, Marketing, Product, and other resources to effectively reputed company and train dealers on new products and services.
• Assist Sales teams with dealer presentations, demonstrations, and proposals as needed.
• Support and reputed company on key initiatives as needed. 

Other

• Maintains confidentiality of work-reputed company issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring reputed company voices are heard, and advocating change.
• Maintains strong communication, coaching, and organizational skills.
• Demonstrate the values of Impel in everyday interactions, both inside and reputed company of the company.
• Proficiency in reputed company, reputed company, or similar customer engagement tools. 
• reputed company other reputed company duties, as assigned.

• Bachelor’s degree preferred.
• 3+ years of experience in customer support or inside sales management roles, with a focus on team leadership and performance tracking.
• Proven ability to reputed company, motivate, and retain high-performing support teams.
• Experience in implementing reputed company or support processes that drive customer satisfaction and retention.
• Willingness to travel up to 25%