Our client is rapidly growing, has a remarkable corporate culture, and team mindset. We have developed an atmosphere and platform where motivated, hardworking and success-driven professionals looking for a long-term career have an opportunity to thrive. 

As a key member of the Sales Leadership Team, the Vice President, Of Customer Support will report directly to the Chief Sales Officer. The VP will be responsible for the management of a team of Inside Sales Managers and the Customer Support Manager. The VP will provide coaching and mentoring to the team to ensure the team is on target to meet or exceeds their quotas. The VP will work with their team(s) and other department leaders to develop and implement processes to increase efficiency in sales and service delivery. In addition to sales leadership, customer support responsibilities include developing practices and policies, managing new customer relationships, timelines, handoffs and practices, and planning the use of technology, resources and talent. 

Responsibilities:

• Direct, manage and supervise the inside sales team responsible for selling the organizations products and/or services.
• Provide leadership to obtain maximum sales revenues and attainment of corporate objectives.
• Partner with Finance and Sales Operations to develop the sales commission structure and other sales reward and recognition programs.
• Coach and develop staff to enhance performance, provide a motivational career progression and build a positive, team-based culture.
• Work in partnership with Operations, Technology, Marketing, Business Analytics, and Finance to ensure close alignment between sales activities, accounting policies and the implementation and support of product.
• Oversee customer handoff from sales to support, partnerships and synergies in all areas that affect customer success. Drive better customer experience with a cohesive strategy, area actions, handoffs and collaborative approach to measure and track customer satisfaction.
• Benchmark, analyze, report and make recommendations for the growth of our clients customer success operations, services, and systems.

Requirements:

• Leadership Ability to effectively engage, influence and motivate a team through positive example, development and communication. The ability to delegate responsibility and work to others and coach them to develop their capabilities, provide feedback, share information, manage performance, set goals, motivate team and address performance problems.
• Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Adjusting actions in relation to others' actions. Considering the relative costs and benefits of potential actions to choose the most appropriate one. Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. Detail oriented, analytical and excellent organization skills.
• People Resources and Staff Development Deep knowledge (and effective use of) principles and procedures for recruitment, selection, training.Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others. Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and talking to others to convey information effectively. The ability to communicate information and ideas in speaking so others will understand. Demonstrated success in building strategic customer relationships.
• Technology Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepays systems and software. Use of database products, CRM software (Salesforce), ticketing software (Zendesk), fax and phone systems.
• Critical Thinking and Persuasion Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Active Listening and Speaking Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Verbally communicating with others to convey information and procedures effectively in a concise but detailed format.
• 8-10 Experience in direct selling and management of large inside sales and customer support teams functioning in a call center environment.
• Strong record of process-oriented sales leadership
• Proven track record of hands-on management of deal by deal strategies and tactics
• Proven track record building and managing a successful and efficient sales team
• Consistent track record of meeting or exceeding sales targets
• Demonstrated experience implementing and/or leveraging Salesforce to drive process and reporting

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