Manager, Customer Retention Solutions

The Manager, Customer Retention Solutions is responsible for staffing and managing the sales renewal team, delivering on individual and team performance goals, providing consistent and timely coaching to staff, while promoting a positive and inclusive environment throughout the department. The Team Lead will work with other business areas and senior management to increase account penetration, revenue growth, and customer satisfaction in a remote/hybrid environment. Candidates must be located in the tri-state area (New York, New Jersey, Connecticut) as in-office presence is required monthly.

What You Will Do:

• Monitor, assess, and address the team’s customer approach and outreach through various sales tools, and in accordance with company policies and procedures
• Manage reporting system and financial information pipeline in Salesforce with management team
• Review Dashboards and generate reports within Salesforce and deliver findings to team members to align performance and accountability
• Act as a player/coach to maintain both individual and team sales unit and volume goals, including offsetting monthly department goals as required
• Contact, manage, and follow up with merchants’ requests, concerns, and needs in a timely fashion
• Act as escalation contact for team and merchants, as appropriate
• Maintain, grow, and build good rapport with key decision makers with client(s)
• Review, facilitate, and expedite renewal submissions and contract funding for individual and team sales
• Inspire and create a motivating environment through coaching, mentoring, and enablement
• Provide opportunities to participate in both formal and informal developmental activities
• Collaborate with team to build short- and long-term learning plans
• Encourage open, candid exchange of ideas, and respectful challenges to status quo
• Work with senior leaders and department head, to set expectations for all team members and hold employees accountable for results
• Define objectives, identify, and evaluate trends and options
• Promptly address performance issues, working with HR as appropriate
• Lead hiring, performance management, compensation, and evaluation of team members
• Collaborate with Kapitus leadership and HR to continually refine and modify career growth and succession plans to meet changing business needs
• Other tasks and duties, as required by management

What We’re Looking For:

• Bachelor’s degree preferred or equivalent combination of education and job experience
• 3+ years of prior Sales Representative experience, ideally in Financial Services and/or consultative sales with demonstrable experience delivering
• 4+ years of people management and coaching experience
• Experience being a SME contributor for policies and procedures
• Experience driving metric and quality performance within a 30-day cycle
• Experience in performance management
• Excellent verbal, written, and interpersonal communication skills
• Excellent organization and time management skills
• Ability to deal with ambiguity and change
• Ability to perform in a high intensity environment
• Ability to compute business math
• Proficient in Microsoft Suite, CRM

Kapitus Total Rewards Package Includes:

• Competitive Base of $100,000. Kapitus is providing this as a good faith salary range to comply with applicable law. The applicant's final salary will depend on a number of factors including the applicant's geographic location, skills, and experience.
• Incentive Commission Compensation Eligibility – earned monthly
• Health Insurance: Comprehensive medical, dental, and employer-paid vision plans through UnitedHealthcare (UHC), with various coverage levels available to meet the needs of our employees and their families.
• Flexible Spending Account: Set aside pre-tax dollars from your paycheck to pay for qualified out-of-pocket medical, dental, vision, pharmacy or dependent care expenses.
• Lifestyle Spending Account: Employer sponsored post-tax benefits that allow reimbursement for expenses related to physical, mental and financial well-being.
• 100% Company Paid Insurances: Kapitus fully covers the cost of basic short-term and long-term disability insurance, as well as vision insurance, ensuring our employees have comprehensive protection without any personal expense.
• Voluntary Insurance: Supplemental life insurance as well as enhanced short- and long-term disability coverage are available through Mutual of Omaha.
• Paid Maternity and Parental Leave: Beyond state-mandated leave policies, Kapitus provides company-paid maternity and parental leave.
• Commuter Benefits: We offer pre-tax benefits on parking and commuter expenses to cover travel to and from work.
• LifeBalance Program: Enhance your lifestyle with discounts on outdoor activities, the arts, health, and fitness.
• Plum Benefits Discount Program: Access exclusive discounts on shows, travel, car rentals, and more.
• Tuition Reimbursement: Pursue further education with up to $5,000 annually in tuition reimbursement.
• Travel Reimbursement: We also offer travel reimbursement for all work-related travel.
• Paid Time Off and Sick Time.
• Retirement Benefits: Our 401K plan is managed through Fidelity. The company provides a 25% match on your contributions, up to 6% of your annual salary.