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Relationship Management Team Lead

Sales Operations | Tampa, FL | Full Time

Job Description

SUMMARY:

The Team Lead supports the Sterling/Integrator-Reseller relationship. The Team Lead is process driven.  The Team Lead works directly with the Reseller Relationship Management (RRM) team as a knowledge resource and point of escalation.  The Team Lead also partners with the Program Manager to successfully manage programs. The main goals are to educate and properly set expectations of internal and external partners; encourage and grow successful partnerships; and advocate on behalf of the partner. 

 

RESPONSIBILITIES:

  • Support RRM team members as a point of escalation and serve as a conduit to management and other internal departments to help achieve corporate strategic goals

                      a. Manage outstanding escalation tickets to completion

                      b. Manage service levels and identify gaps based on SalesForce reporting

                      c. Train team members on new products, integrations and required paperwork

  • Partner with the Channel Sales Managers and Program Managers to identify opportunities and streamline processes
  • Ownership of  assigned channel portfolio and back-up for RRM team members as needed
  • Create and maintain process library in Sterling’s internal electronic system

                      a. Work with other departments to create process for day-to-day tasks

                      b. Outline and document all Reseller Relations’ tasks and processes for consistency 

  • Report metrics to RRM team, Sales and Management

                      a. Welcome call completions, Reseller and other partner boardings, ticket completions, and other data as needed

  • Attend weekly Sales Meetings

                      a.  Educate Sales Account Executives and internal teams on learned activities for the past week and future endeavors that directly involve Sales

                      b. Compile issues and provide feedback in a timely manner

  • Signature Service 

                      a. Partner with Sales Coordinator to proactively monitor new reseller installs for 45days

                      b. Identify reseller awareness opportunities

  • Maintain internal resources, such as SPOON, SalesForce and SAE portfolio with current partner information
  • Attend continuing education trainings to maintain knowledge of Sterling’s products and services 
  • Attend meetings and trainings in Reseller Relations Manager’s absence or as needed
  • Review all reseller facing documentation and offer feedback based on reseller’s experience
  • Perform miscellaneous duties as assigned by management

 

MINIMUM JOB REQUIREMENTS / SKILLS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Proficient knowledge of CRM systems (IE: Sales Force)
  • College diploma preferred.
  • 3+ years Relationship Management and/or Merchant Services experience 
  • Service experience with excellent verbal and interpersonal skills preferred
  • Effective listening skills
  • Ability to probe and identify customer issues and problem solve those issues
  • Ability to recognize opportunities to upgrade and sell products and services to retain dealers
  • Well organized with diligent follow up skills
  • Computer knowledge and typing skills
  • Ability to work closely with multiple internal departments