A key member of the sales leadership team and leads a team of experienced sales people responsible for renewing services in our client base in the US. This position is measured on the business objectives of maximizing revenue and client satisfaction during the renewals process. The Senior Manager, Client Engagement will drive improvements in people, process and technology to achieve improved business results.
-Manage the pursuit of the renewals of the Managed Security services within the entire US client base. Team members are responsible for coordinating with assigned outside sellers to contact clients to initiate the renewal process, with the goal of renewing services and maximizing upsell opportunities during these client interactions.
-Define and implement the optimal client engagement model for sales teams that will maximize renewal revenue potential.
-Define and develop analytics to evaluate the success of renewal programs. Implement dashboards for team level management and well as executive level metrics to communicate successes and areas of opportunity. Actively monitor key performance metrics across team and at the individual level.
-Deliver renewals forecast on schedule.
-Identify, define and develop new programs that will maximize revenue potential of the renewal process. These could include upsell campaigns, early renewals, price increases, incentive programs, etc.
-Streamline and automate renewal processes to increase the efficiency and productivity of the team. Implement broader company initiatives that improve renewal processes (ex: auto-renewal and “extended status approval”)
-Develop strong cross functional working relationships with other operational teams (Marketing, Product Management, Finance, Sales Operations, and Service Delivery) to share client satisfaction insights and opportunities to improve.
-Develop and maintain strong working relationships with sales managers across all segments.
-Ensure team is aligned to North America sales strategy and executing effectively.
-Participate in SecureWorks security training program to learn the service offerings and to be able to better coach upsell opportunities to future team members.
-Hire top talent. Train, coach and manage individuals to ensure peak team performance.
-Effectively manage interdepartmental relationships with and other functional areas critical to sales team success
As a managed security provider, Dell SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
Qualifications
Requirements
-Sales operational experience in a fast paced technology company where renewals are a key component to the company’s revenue stream. Experience specifically with renewal programs is desired.
-5 years of Management and Leadership experience. Strong understanding of sales processes and methodologies.
-Ability to directly interface with Clients from time to time. Ability to gain consensus from multiple stakeholders and ability to lead major change efforts requiring cross functional leadership collaboration
-Knowledge of and experience with customer relationship management (CRM) tools. SalesForce.com.
-Strong project management and organization skills. Self-starter and able to manage multiple priorities and tasks in a dynamic environment.
-Excellent written and verbal communication and presentation skills and proven ability to interface cross functionally as well as to management. Proven leadership, prioritization, and analytical skills.
-Bachelor degree
Location
Atlanta, GA
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