**CANDIDATES MUST RESIDE IN NORTHEASTERN TERRITORY (IL, IN, MI, OH, PA, NY, CT, DE, MA, ME, D.C., RI)Job Purpose: The role of the Team Lead is to be an advisor, coach, and mentor as well as to provide direct supervision to a team supporting designated product line(s). The Team Lead is expected to exhibit & utilize the leadership skills and characteristics to guide direct reports to expand client relationships & satisfaction. The position is responsible for managing and onboarding new hires. Providing coaching, guidance, and implementation of program policy/procedures for the department. As well as maintain their own customer accounts.
Essential Duties:Client - Understand client needs and propose appropriate solutions
- Be responsible for Customer Retention for assigned accounts and ensure they are aware of and utilize enterprise products and services through regular account reviews
- Responsible for strengthening and maintaining client relationships through regular communication
- Work with AR accounts that are nearing or are past due to develop a payment plan and follow through
- Maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
- Facilitate training to customers as needed to include product refreshers, updates, and new installations, online or onsite as needed
- Ensure all new installations are progressing in accordance with customer expectations and timelines
- Understand and review account performance and ensure timely communication of any gap closure efforts
Territory - Proactively manage and maintain accounts within the assigned territory
- Create and manage territory plans that deliver on all goals & objectives
- Ensure that accounts in the assigned territory are visited as required per the KPI's
- Have an updated knowledge of territories changing grants, bills, or proposed changes that affect customer's needs
- Work closely with Sales Team to establish regularly scheduled meetings, Touchpoints, Inventory Audits and all other program needs
- Build and manage strong relationships with decision-makers and key influencers within assigned territories
Direct Reports: - Lead, coach, mentor, and motivate individuals to maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
- Ensure that CSM maintains customer visits as required per the KPIs
- Manage travel & expense to meet targets and leverage investment in the territory
- Implement initiatives designed to drive awareness and education/knowledge of our solutions & products
- Ensure all new installations are progressing in accordance with customer expectations and timelines
Knowledge, Skills, and Abilities:- Proven Account or Client Management experience
- Demonstrated ability to communicate, present, and influence credibly at all levels of the organization, including executive and C-level
- Ability to analyze data and reports that may range in complexity
- Ability to effective coach and lead others
- Ability to review, compile, and present data for court purposes
- Advanced Customer Service Skills
- Experience in delivering client-focused solutions based on customer needs and feedback
- High degree of problem-solving, conflict resolution, and negotiation skills
- Excellent oral written and presentation skills
- Strong data/information analysis and integration skills
- Ability to effectively manage time and information with minimal supervision
- Ability to identify, prioritize and respond to multiple and conflicting tasks
- Ability to work under pressure, in an energized, entrepreneurial, and fast pace environment with minimal supervision
- Ability to certify on all CM required courses on an annual basis
Minimum Qualifications:- High school diploma or GED
- Minimum 5 years of direct business to business sales to include:
- Minimum 3 years of quota carrying territory sales experience
- 18 months of directly related work experience focused on driving strategic sales initiatives, RFP development and response, business analytics and to resolve issues and contribute to overall enterprise success
- High proficiency in MS Office (Word, Excel, PowerPoint) with proven ability to distill complex topics to models and presentations to drive decision points
Preferred Qualifications:- Bachelor's Degree in Business, Finance, Communication or relevant field of study
- Previous Supervisory Experience leading a geographically dispersed workforce
- RFP / Proposal experience
- Experience using Salesforce
- Maturity to drive complex topics with high EQ in challenging environments
- Ability to understand different team members and coach, and mentor appropriately
- Strong client and account management relationship management skills
- Ability to work well in an energized, fast-paced, entrepreneurial, and collaborative environment
- Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
- Relevant work experience in technology, corrections, or offender monitoring industry (preferred)
- Expected to provide 24/7 support to customers when necessary
Physical Requirements: - While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
- Occasionally, this position may need to reach, stoop, or kneel.
Salary and Benefits: At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.
- $101,101.50 - $115,255.71 per year
- Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc. (if applicable)
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits
