Inside Sales Manager

Location: New York, NY

Department: Inside Sales

Type: Full Time

Min. Experience: Manager/Supervisor

Description 

This position will oversee the daily operations of the team to ensure effective lead handling, hitting sales targets, resolution management and customer satisfaction. This role is a blend of managing sales and support functions that support the entire Audicus customer journey. The customer journey at Audicus is a high, multi-touch point process that requires smart, motivated team members to actively engage the user. This role will ensure the team is staffed, trained and performing at a high capacity to meet though expectations

To meet the metrics for the company, the role will focus on staffing, training, sales initiatives and ongoing monitoring of sales & support agents.

Primary Responsibilities

1. Training

  • Build out comprehensive training program for new hires
  • Train new Sales agents on Audicus processes & procedures
  • Provide ongoing weekly/monthly training sessions with CRM agents

2. Coaching  & Feedback

  • Daily monitoring of CRM agent activities
  • Review emails, phone calls and chats to ensure effective content, tone, nurturing and efficiency goals
  • Provide daily & weekly feedback to agents based on review of work
  • Provide strategic recommendations on improvements to impact sales metrics

3. Sales Protocol Implementation

  • Collect recurring feedback of pain points, objections & customer behavior
  • Work with team to better understand customer needs
  • Recommend and implement solutions to improve team performance

4. Crisis Management

  • Handle high-maintenance users and escalations to ensure CSAT
  • Evaluate feedback & make recommendations on improvements customer journey of the Audicus user

5. Recruiting

  • Lead the recruiting efforts internal with process and the point of contact with external partners
  • Schedule, interview and lead process of all recruiting initiatives

Who Are You

  • Proven leader who  can train, motivate and assess team
  • Critical thinker who is eager to solve problems and implement solutions
  • Energetic, hardworking individual who thrives in fast paced environment
  • Manage sensitive topics with proven judgement skills
  • Excellent communicator,  with prior sales experience
  • Experience: 2-3 years in direct sales role; 0-2 years in management role 
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