Assistant Manager, Inside Sales

Rivian - Normal, IL

Full-time - Mid Level

Normal, IL

Transportation Equipment Manufacturing

About the position

Rivian is on a mission to keep the world adventurous forever, and we are seeking an Assistant Manager of Inside Sales to join our team in Normal, IL. This role is pivotal in overseeing customer inbound activities and daily operations within our call center environment. The ideal candidate will be a proven results-oriented leader with a strong understanding of sales and customer service dynamics. You will be responsible for driving customer satisfaction while achieving sales targets and operational excellence through metrics. This position requires exceptional leadership skills to guide the inside sales team, ensuring that performance goals are met consistently on a daily, weekly, monthly, quarterly, and yearly basis. As the Assistant Manager, you will execute sales strategies aimed at achieving revenue targets and expanding market share. You will establish and monitor key performance indicators (KPIs) to evaluate the sales team's performance and identify areas for improvement. Your leadership will foster a culture of high performance, accountability, and continuous improvement within the team. You will communicate goals clearly and consistently, linking them to customer satisfaction, revenue generation, and employee performance. Collaboration with cross-functional teams will be essential to understand customer preferences, market demands, and inventory management. In this role, you will ensure a high level of customer satisfaction through effective communication, product knowledge, and sales support. You will implement and enforce disciplined sales cycle processes to ensure consistency and efficiency. Keeping a pulse on the local market, you will track and report on business trends to inform our strategies. Additionally, you will export Rivian's culture and values to our teams and customers, ensuring they are reflected in our operations. This position also involves supporting various special events and new site openings across the commercial organization as needed. To be successful, you must possess a customer-first approach, a hunger for competitive sales, and the ability to thrive in ambiguous and unexpected environments. You will tackle challenges with a flexible and solution-oriented mindset, making this an exciting opportunity to build something from the ground up.

Responsibilities

• Execute sales strategies to achieve revenue targets and market share growth.
• Establish and monitor key performance indicators (KPIs) to evaluate sales team performance and identify areas for improvement.
• Provide leadership and guidance to the inside sales team, fostering a culture of high performance, accountability, and continuous improvement.
• Clearly and consistently communicate goals to your teams, linking these goals to customer satisfaction, revenue generation and employee performance.
• Collaborate with cross-functional teams to understand customer preferences, market demands, and inventory management.
• Ensure a high level of customer satisfaction through effective communication, product knowledge, and sales support.
• Implement and enforce disciplined sales cycle processes to ensure consistency and efficiency.
• Continuously seek opportunities to enhance operational efficiency and cost-effectiveness.
• Keep a pulse on the local market, tracking and reporting on business trends across local cohorts to better inform the business.
• Export Rivian's culture and values to our teams and customers, and ensure they are reflected in our operations and team members.
• Collaborate with leadership on goals, process improvements, and daily operations.
• Lead the implementation of processes that allow associates to seamlessly support inbound customers and move a customer through the sales funnel with the help of the digital commerce platform and CRM tools.
• Support various special events and new site openings across the commercial organization as needed.
• Take on additional projects, duties and assignments as required and/or by request from the sales leadership.

Requirements

• 4+ years of experience in customer service and/or sales; 1+ year of leadership in a call center environment.
• Experience in call center, sales, hospitality or similar fields; Direct-to-Consumer business model experience is a plus.
• EV Automotive customer service or sales experience is a bonus.
• Proven ability to lead and develop a team of employees.
• Ability to work a flexible schedule including nights, weekends and/or holidays; ability and willingness to travel up to 25% based on business needs.
• Extensive experience with P&L, POS and CRM software.
• Expertise in human resources, including recruiting, hiring, onboarding, payroll, and performance management.
• Ability to obtain and maintain local sales licenses if applicable in your state.

Nice-to-haves

• Strong analytical skills and proficiency in utilizing sales data and metrics.
• Results-driven with a focus on achieving and exceeding sales targets.
• Excellent written and verbal language skills in English; additional languages a plus.
• An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community.
• Possess an entrepreneurial mindset and apply a scrappy and resourceful approach to everything you do.
• Solve problems and overcome challenges with creativity and ingenuity.
• Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment.
• Outstanding verbal and written communication required.
• Skilled use of project management tools and well versed in memo and presentation building.