Manager, Sales Enablement

Asurion - Nashville, TN

Full-time - Mid Level

Nashville, TN

1,001-5,000 employees

Repair and Maintenance

About the position

Sales Enablement Manager Location: Nashville, TN For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued. We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong. The Manager, Sales Enablement will collaboratively carry out the subscriber retention strategy set. They will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. They will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational goals and result in the organization meeting certain key AOP initiatives. Essential Duties and Responsibilities: - Develop relationships with key stakeholders within the Expert Performance and Operations teams. - Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention. - Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation. - Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization. - Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy. - Work with Operations stakeholders to implement and evaluate sales initiatives; self-guided make real-time decisions to adjust or correct strategies or expectations as needed. - Partner with Quality stakeholders to make sure customer experience is protected and contractual obligations are met as part of KPI development. - Maintain up-to-date knowledge of all Customer Solutions initiatives with focus on financial performance and metric interdependencies. - Provide insight to and support incentive plan communications as needed. - Demonstrate functional understanding of company's core financial performance. - Responsible for meeting and exceeding timing, goals, and objectives on assignments. - Develops and delivers presentations to senior stakeholder to communicate proposals, initiatives, and progress processes.

Responsibilities

• Develop relationships with key stakeholders within the Expert Performance and Operations teams.
• Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention.
• Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation.
• Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization.
• Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy.
• Work with Operations stakeholders to implement and evaluate sales initiatives; self-guided make real-time decisions to adjust or correct strategies or expectations as needed.
• Partner with Quality stakeholders to make sure customer experience is protected and contractual obligations are met as part of KPI development.
• Maintain up-to-date knowledge of all Customer Solutions initiatives with focus on financial performance and metric interdependencies.
• Provide insight to and support incentive plan communications as needed.
• Demonstrate functional understanding of company's core financial performance.
• Responsible for meeting and exceeding timing, goals, and objectives on assignments.
• Develops and delivers presentations to senior stakeholder to communicate proposals, initiatives, and progress processes.

Requirements

• Bachelor's Degree with relevant experience; advanced degree encouraged.
• 3-5 years' work experience in a related field such as sales or operations.
• 3-5 years collaborating with senior leaders to recommend, plan, and follow through organizational initiatives, persuade others, and gain understanding.
• Ability to build and maintain relationships and partner effectively across diverse internal organizations.
• Proven ability to lead & develop a team of technically minded team members.
• Excellent analytical and problem-solving skills.
• Proactively identify and meet customer needs.
• Excellent communication, interpersonal and organizational skills with a hands-on management style.
• Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize.
• Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis.
• Experience developing strategic business transformational activities.
• Experience in supporting call-center operations.
• Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint.
• Black Belt certification encouraged.
• Active listener; strong communication - verbal and non-verbal.
• Ability to influence.
• Effective problem solver; works through ambiguity; provides options; executes well.
• Manages time; self-directed; provides guidance to more junior team members.
• Manages relationships with key stakeholders and ensures effective teamwork across team.
• Solid business acumen; anticipates obstacles and supports team's success.
• Leads change for team members and team's work.
• Team leader and supports team to ensure success.
• Develops trust-based relationships.
• Proactively seek as well as provides coaching and feedback to team and peers.
• Engage, inspires team members.
• Effective at determining work to own and work to delegate.
• Drives for continuous improvement.
• Accountable for performance of team and ensuring a customer first mindset.

Nice-to-haves

• Experience in supporting call-center operations.
• Black Belt certification encouraged.

Benefits

• Continuing education credits
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance