This role involves managing and coordinating departmental objectives to protect and grow revenues from our existing licensee base. You will plan monthly and daily work objectives for the Customer Relations team to ensure productivity and customer service levels are met or exceeded. As the leader of the Customer Relations team, you will ensure revenue goals and service level thresholds are met. This includes conducting call reviews, coaching sessions, and audits to ensure consistent messaging and best practices. You will review department and team member caseloads to identify and correct missed opportunities, reduce churn, and resolve delinquent balances. Maintaining up-to-date dashboards with relevant data to drive business decisions is also part of the role. You will lead long-term strategic projects and represent the business area in ongoing projects to achieve departmental and corporate goals. Resolving customer concerns in escalated situations and managing the hiring process, onboarding, and training content are key responsibilities. Collaboration with operations, sales, accounting, IT, distribution, and finance teams is essential to improve customer experience and drive revenue growth. Performing reporting and analysis to drive business decisions, assisting with writing requirements and test scenarios, and participating in user acceptance testing are also part of the job. You will identify knowledge gaps on the team, develop refresher training, and deliver content. Creating engaging team meeting agendas and maintaining business area SharePoint content within Licensing are additional tasks. You will track and communicate departmental changes to the area AVP, understand the department budget, and adjust work allocation to achieve revenue growth goals. Being highly involved in creating ideas for new initiatives and programs to help team engagement and revenue growth is important. Developing team production schedules and identifying ways to improve processes and gain efficiency are also part of the role. Creating opportunities for team member development and growth is essential.
Regular attendance and other duties as assigned are expected.
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.
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https://insightglobal.com/workforce-privacy-policy/ .
Benefit packages for this role will start on the 31st 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.