Supervisor, Inside Retention - Lewisville, TX

Job Summary

The candidate will supervise the Inside Account Executive I team in Lewisville, focusing on proactive maintenance and revenue growth of current WM customers within a book-of-business. They will manage the account retention program and coach the retention responsibilities to the appropriate Account Executive.

Essential Duties And Responsibilities

• Work with Area to establish and refine sales and retention processes, including call flow, MAS cancellation ticket process, communication protocols, and tracking/reporting procedures.
• Establish and refine coaching and training protocols, including daily, weekly, and monthly training regimens for individual reps and the team.
• Afford assistance in the implementation and ongoing development of the Account Retention team.
• Generate revenue by retaining existing customers and executing the Area's Sales & Marketing Plan to achieve revenue goals by sales channel, ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
• Maintain and reinforce the corporate sales strategy and design with the Retention Team.
• Handle escalated customer calls, including those involving supervisors or other customer concerns.
• Ensure high levels of customer satisfaction on all transactions with existing customers.
• Communicate with and work with the Inside Sales Manager to resolve unique customer issues/concerns.
• Supervise the activities of the Account Executive team in Lewisville, ensuring they meet or exceed goals for cancellations, new sales, proactive retention, pricing, service upgrades, referral generation, and productivity.
• Forecast and recruit qualified candidates for available and/or upgraded inside sales positions.
• Maintain an ongoing training, coaching, and mentoring program to upgrade the skills of assigned sales personnel and develop their opportunities for promotion, if available.
• Establish and maintain an ongoing proactive account retention program, which includes meeting customer retention goals.
• Collaborate with the Inside Sales Manager to communicate and manage the Area's price increase strategies, including meeting price increase goals.
• Effectively maintain and ensure the use of WM sales tools (i.e. SalesForce, MAS, Pricing Tools, etc.) among the Retention Team.
• Analyze net new business trends and recommend corrective actions.
• Provide industry knowledge and interpretation of regulations to staff and customers.
• Participate in and take ownership of municipal account retention when and if required.
• Regularly meet with customer executives to ensure client needs are met and expectations exceeded.

Qualifications

• Bachelor's Degree in Sales/Marketing, Business Administration, or a related field.
• At least 5 years of experience in Sales/Marketing, Business Administration, or a similar field.