Director of Inside Sales

Infinite Electronics is looking for a Director of Inside Sales / Customer Success Center to lead their customer service and inside sales functions while driving operational improvements, revenue growth, and a best-in-class customer experience. This is not a traditional call center role. The team supports customer service, inside sales, order management, sales support, and field sales enablement.
This person will lead supervisors and frontline teams, build accountability, coach leaders, develop talent, and create a high-performing culture. They'll be responsible for improving processes, identifying automation opportunities, optimizing KPIs, and using data and customer insights to improve team performance and profitability.
The role partners closely with Sales, Operations, Marketing, Product, IT, and other business leaders to improve customer journeys, strengthen collaboration, and support company growth.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 7+ years of experience in customer success, customer service, contact center management, inside sales, or a related customer-facing leadership function.
• 7+ years of direct leadership experience managing supervisors, team leads, or frontline leaders in a high-volume environment.
• Experience leading both customer service and inside sales organizations.
• Strong sales management background, ideally with experience carrying or leading a revenue/sales quota.
• Strong understanding of customer service metrics, sales KPIs, workforce management, CRM platforms, and CCaaS/call center platforms.
• Ability to drive revenue growth, customer expansion, retention, and customer satisfaction.
• Someone hands-on who can get into the day-to-day details while also driving long-term strategy.
• Experience improving processes, automating manual work, and creating operational efficiencies.
• Strong ability to partner cross-functionally with Sales, Marketing, Engineering, Product, Sales Operations, IT, Procurement, and Business Unit leadership.
• Proven ability to lead through change, build accountability, develop supervisors, and create a high-performance culture.
• Strong communication skills, executive presence, and ability to build rapport across teams.
Plusses:
• Certified Call Center Manager / CCCM or equivalent qualification.
• Experience supporting multi-brand or multi-business-unit environments.
• Experience with Voice of the Customer insights, customer journey optimization, or customer segmentation.
• Experience supporting strategic accounts, key customers, and field sales teams.
• Experience with automation, system improvements, CRM optimization, or workflow redesign.
• Experience in RF components, electronics, distribution, manufacturing, technical products, or B2B customer support environments.

Essential Duties & Responsibilities
• Lead customer service, customer success, and inside sales teams.
• Provide strategic leadership and operational oversight over the Customer Success Center, Customer Service, and Inside Sales functions.
• Partner with field sales teams to support strategic and core customer accounts.
• Drive revenue growth, customer expansion, customer retention, and customer satisfaction.
• Improve customer experience across all touchpoints.
• Develop processes that improve service delivery, accountability, and consistency.
• Identify manual workflows and transactional work that can be automated or streamlined.
• Build and lead a high-performing culture focused on accountability, engagement, customer satisfaction, and business growth.
• Develop supervisors, frontline leaders, and team members.
• Monitor KPIs tied to service levels, conversion, retention, renewal performance, average order value, sales/pipeline targets, and productivity.
• Analyze customer service and sales data, including abandonment, call-waiting, cost, sales, and service metrics.
• Improve collaboration between customer service, inside sales, operations, field sales, and other internal teams.
• Support escalations and help resolve complex customer issues.
• Prepare KPI reports and presentations for upper management and cross-functional leaders

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.