Business Wire Looking for Customer Service and Contract Support Manager at Remote Full Time

Job type full-time

Not provided by employer

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Full job description

Business wire, a berkshire hathaway company, is the global market leader in press release distribution and regulatory disclosureWe are on a mission to redefine how organizations connect with their audiences – and that’s just the beginning!
Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.
The customer service and contract support manager’s role is to manage the contract process for tbu, to include new customer contracts, renewals and tbu package sales and ensure the business unit meets or exceeds revenue goals and contract expiration datesIn addition, the customer service and contract support manager will mentor and coach team members to utilize best practices, follow workflows and standards, identify product upsells and provide ongoing product training to result in positive account growthThis position will be available for client facing meetings via zoom with leads and sdrs, with a continued focus on nurturing, maintaining, and cultivating customer relationships with existing and newly created transactional/lower revenue contract accountsThe customer service and contract support manager is responsible for collaborating with customer service operations team members, leads and sdrs in preparing and sending client sequencing, utilizing content, and accessing forms received via the business wire website and live chat to ensure a positive customer experienceThis position should be aware of business unit goals and utilize reporting to monitor the business unit’s status at any given time and will also consistently share results with team members and design strategy for improvements and to remedy deficits.

What you will do

Manage and assist team members in nurturing, maintaining, and cultivating customer relationships with existing and newly transactional/lower revenue contracts.
Develop thorough knowledge of the industry, bw products and services, as well as those of our competitors.
Effectively communicate the value proposition and roi of business wire products and services.
Manage the contract process
Securing all renewal contracts in advance of expiration dates
Collaborating/assisting in strategy with leads/sdrs in increasing all contract revenue
Signing and processing contracts making certain to review term sheets against the contracts to ensure accuracy when processing
Monitoring open salesforce opportunities to ensure each stage of the process is handled in a timely manner
Monitoring contract usage and recognizing when a bulk contract will exceed their contract usage, in turn, creating an upsell opportunity, as well as reviewing for contracts that will expire and have not been completely utilized
Encourage tbu package new sales, renewal growth and retention
Monitoring packages for accounts that utilize all releases/snrs for a 2nd buy or potential opportunity for rbu to move to a larger contract
Identifying transactional billers that would be strong candidates to increase revenue by purchasing a package
Monitoring team member proposals to prevent ‘down-selling’ of packages
Recognizing customers who are utilizing the package at a slow rate and enroll in hubspot sequences to promote usage
Oversee sales/product training and newstrak reporting
Identifying products that need additional education for the team and provide ongoing sales training, including international distribution and non-wire products
Assisting sdrs while conducting client zoom meetings in presenting how to utilize all features and analytics, with a focus on newstrak reports
Providing best practices on how to share white papers, blogs, etcWith utilization of sales enablement content
Conducting monthly zoom meetings for sales training
Assisting team in building a social media presence by sharing business wire content
Collaborating with team members to prepare professional client proposals, as well as video content to utilize with customers
Act as an example to team members by maintaining a positive attitude and demonstrate effective leadership to ensure that everyone on the team succeeds in their role.
Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remaining engaged until a solution is reached.
Directly manage team members and handle people management tasks, including but not limited to: managing time and pto requests in workday, goal setting and tracking, writing and conducting annual performance reviews, team scheduling, conducting regular 1:1 meetings, overseeing team and individual motivation and discipline.
Utilize slack for sharing of issues or changes throughout the day and having the team sign off on confirmations that they have read and understand what was communicated.

What you will need

Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/c-level.
Exceptional attention to contract detail to approve/reject, sign and close out
Communicate and present information to stakeholders about all contract-related matters
Excellent written and verbal communication skills, including presentation skills.
Exceptional time management skills displaying the ability to manage multiple tasks with strict attention to detail.
Resilience, perseverance, and the ability to overcome objections a must.
Self-disciplined, organized, and ambitious with the ability to consistently hit daily, monthly, and annual goals and objectives.
Proven leadership skills, including acting as a positive role model with a strong work ethic for the business unit team members.
Understanding and ability to communicate at a high level with professionals in investor relations, financial reporting, public relations, marketing, and corporate communications preferred.
Track, analyze and present sales metrics to direct manager
Ability to analyze market trends and plan sales strategies accordingly
Analytical mindset to review reporting and performance metrics to identify opportunities and/or deficits and take corrective action.
Ability to mentor and coach business unit team members.
Ba/bs degree, or international equivalent, preferred.
2 years of sales leadership preferred.
Proficiency with salesforce, hubspot, powerpoint and quip preferred.

Business wire is proud to be an equal opportunity workplaceWe are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran statusPursuant to the san francisco fair chance ordinance and other similar state laws and local ordinances, and its internal policy, business wire will also consider for employment qualified applicants with arrest and conviction records.

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Posted 30+ days ago