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The Customer Success Manager leads a team of Customer Success Executives in a fast-paced environment, focusing on onboarding, retaining, and expanding a portfolio of existing customers. 

The CS Manager is ultimately responsible for portfolio management with a broad range of actions. 

The successful candidate will have a minimum of 3 years of experience managing others in an Inside Sales or Field Sales role. They will be responsible for all aspects of employee management, including hiring and selection, coaching for improvement, performance evaluation, and management. Along with the employee management, They will be experts at leveraging tools and systems in a sales environment. Exceptional pipeline and forecast management are critical to this role. 

The successful candidate will be able to demonstrate strong organizational skills, including leading a direct team up through executive presence. They will have an extremely high EQ, showing confidence and competence in all aspects of leading a sales team to success. They will have a strong leadership shadow, exemplifying to their team what great sales management profiles look like. 

They will be driven to perform, conscious of daily, weekly, monthly, and quarterly performance. Able to interpret data and analyze trends for the future, as well as individual team members' gaps and strengths, to collaborate with the extended team (Sales Enablement, PeopleOps, and BizOps) to develop actions for improvement. 

This role requires a proactive, motivated, organized, target-driven candidate who thrives in an environment leading others. They understand that the customer lifecycle requires a cadence of touches that span a variety of responsibilities – some tactical, some strategic and leverage various modes of communication (e.g., voice, email, marketing content). They will thrive in a fast-paced, team-oriented, and entrepreneurial environment and will be highly adaptable to change, able to pivot individually and lead change well. Finally, they will possess a great mix of firmness and empathy.

The role will report to the Senior Manager of Business Development.

RESPONSIBILITIES

  • Hitting Financial Goals through strategy planning and execution.
  • Hiring, selection, and pipeline management of candidates.
  • Employee engagement covering all aspects of the employee's lifecycle at TAMG.
  • Pipeline and Forecast Management.
  • Active coaching for success – call shadowing, pitch sharing, one-on-ones, staff meetings, and spontaneous opportunities that arise throughout the day2day activities of the team.
  • Conflict Management/Change Management/Performance Management.
  • Ensure optimal coverage of all territories at all times.
  • Coach the team on customer engagement skills such as negotiation, objection handling, and closing skills.
  • Execute on weekly forecast and pipeline review governance model.
  • Work across other core disciplines in Inside Sales to ensure smooth touchpoints and handovers.
  • Work to onboard new talent and improve the ramp time for total productivity.
  • Provide support to the team by handling customer call escalations, answering questions that the sales team cannot, and addressing customer service issues.
  • Listen to phone calls throughout the day to improve performance and ensure Quality Assurance levels are met.
  • Track and report on Key Performance Indicators.
  • Liaise with relevant internal stakeholders quickly and effectively to resolve sales issues when they arise.
  • Leverage leadership to hold the team accountable and inspire them to achieve results.
  • Help to create a team environment that rewards achievement and makes employees want to come to work every day.
  • Significantly grow the existing business by ensuring we have the renewal and optimization activities possible.

REQUIRED SKILLS AND EXPERIENCE

  • At least 3 years of Sales Management experience; experience leveraging technology to enable clients is a plus.
  • Exceptional business judgment acting with high integrity.
  • Exceptional SFDC knowledge is a plus, above average knowledge of tools and systems that enable higher efficiency in an Inside Sales environment.
  • Demonstrates skills of a change agent, flexible to change, expresses a level of maturity related to business changes, and demonstrates empathy as change relates to individuals on the team.
  • Demonstrates excellent teamwork, respectful of differing styles, viewpoints, experience, and diversity in general. 
  • Actively seeks out feedback to drive self-improvement; applies learned feedback quickly and with purpose. 
  • Comfortable advocating for customers in a collaborative manner that is easily understood and recognizes other teams' priorities.
  • Is an advocate for the TAMG brand.
  • Bachelor's Degree.

#LI-AW1 
#LI-Hybrid

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