[Denave] Program Manager 프로그램 매니저

 Duties and Responsibilities:

• Drive the overall sales and relationship engagement strategy as well as its execution for specific customers

• Manage a team of 10-15 Inside Sales Account Managers

• Responsible for leading and managing an Inside Sales Team – disciplinary/ administrative professional leadership

• Responsible for training and coaching the team in a sales environment on soft skills and product knowledge

• Responsible for achievement and reporting of all team SLAs and KPIs on employee level

• Organization, control and steering of processes and workflows

• Monitors employees’ customer contacts and observes demeanour, information accuracy and conformity to quality standards, policies, and procedures

• Provides coaching, guidance and development to improve or advance performance of the team; Walks the floor and giving any guidance and support needed to agents

• Creation of business reports to be distributed in- and externally

• Continuous analysis of operational reports

• Workforce management including shift and holiday planning; manages and oversees staffing levels, assigns duties, examines productivity levels

• Definition and communication of individual targets

• Ensuring individual and team tasks and goals are achieved (qualitative and quantitative targets)

• Motivation of the team; regular team meetings and 1:1 appraisals

• Scheduling of training and coaching in close cooperation with the trainer

• Responsible for achievement and reporting of all team SLAs and KPIs on employee level

• Responsible for ensuring quality in cooperation with the Operation and Quality Management

• Generate reports about registered problems and act according to procedural workflow

Sales Team Direction

• Determines the best use of team resources in order to meet revenue quota and goals.

• Allocates accounts using prescribed segmentation guidance

• Establishes clear guidance for account contact, frequency and call strategies.

• Establishes clear and measurable goals for team members.

• Ensures accounts are allocated to each seller to provide adequate coverage;

Team Coaching

• Work with team members to ensure that appropriate Call Management processes are being followed: planning, preparation, execution, closing

• Ensures that opportunities are managed effectively: creation, progression, distribution, closing and deployment.

• Helps the inside sales reps establish appropriate rhythm and content of on-going customer relationships via Account Planning

• Ensures that team members know how to engage in value-add conversations with customers that result in the completion of each account’s Account Discovery & Profiling

• Develops and coaches the Inside Sales Representative on the Software Solution Selling Process.

• Provides guidance for discussions with customers including – as needed - talking directly with customer him/herself.

Delivery

• Delivers strong growth by exceeding defined targets for revenue growth and CPE

• Ensures that program meets or exceeds overall targets such as: opportunity generation, pipeline revenue, account coverage, and key activity completion.

• Keeps the pipeline realistic in terms of the pipeline revenue goals and monthly opportunity creation number target.

• Uses the Agent Productivity Report to manage the team using pre-defined metrics to compare individual and team performance.