Manager, Customer Retention Solutions

Attention: Kapitus is aware that individuals posing as recruiters may be communicating with job seekers about supposed positions with Kapitus. Kapitus has received reports that the content and method of communication can vary, but messages may contain requests for payment (e.g., fees for equipment or training) and/or for sensitive financial information. Kapitus will never ask a candidate for employment for payment or financial information during the initial application or interview process. All open positions are posted in location specific employment portals available at www.kapitus.com/careers All legitimate Kapitus job postings on employment sites will direct candidates to complete an application through these portals before completion of the hiring process. Candidates with additional questions or concerns regarding any recruiting communications or Kapitus’ recruiting process in general should email recruiting@kapitus.com 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 comput…