Director of Sales & Customer Success

We are seeking a dynamic and experienced Director of Sales & Customer Success to lead our 70-person Sales and Customer Care teams. This individual will be responsible for driving revenue growth, transitioning our team from order takers to strategic account managers, and building out the enterprise sales segment by developing key relationships with large-scale accounts. The position requires strong leadership, an ability to work across functions to deliver key business initiatives, and the skills to upskill and grow the talent within the organization.

*This is a hybrid role, requiring the ability to work both remotely and on-site as dictated by business needs. Must be available to come to the office as required.*

Essential Functions: (The reason this job exists is to perform these functions. These functions are performed regularly, seriously impacts other jobs, and there are a limited number of employees whose performance of the function can be distributed.)

• Sales Leadership & Team Management:
  • Lead and manage a cross-functional team of sales, customer care, and sales operations professionals (US & Manila). 
  • Transition the sales team from reactive order takers to proactive, strategic account managers. 
  • Foster a high-performance culture, focusing on achieving individual and team revenue goals. 
  • Build a robust training program to upskill current team members and hire new talent, with a focus on enterprise sales capabilities. 
• Enterprise Sales Strategy:
  • Build out enterprise capabilities by developing relationships with large accounts and managing complex sales processes such as RFPs and long-term contracts. 
  • Collaborate with the leadership team to identify new business opportunities and growth markets. 
  • Provide strategic input on merchandising strategy and needs in order to meet customer needs 
• Operational Excellence:
  • Own the CRM strategy and implementation, ensuring the system maximizes sales rep efficiency and performance. 
  • Oversee the outbound dialer technology to drive productivity and sales effectiveness. 
  • Collaborate with the operations team to build key operational capabilities such as client inventory management and kitting. 
  • Implement and manage a quality assurance function, including AI-based call scoring, to improve customer care and sales interactions. 
• Sales Operations & Process Improvement:
  • Analyze sales performance data to drive process improvements and refine strategies. 
  • Partner with marketing to align sales and marketing efforts, ensuring a seamless customer journey from lead generation to order fulfillment.
  • Drive the development of sales tools, analytics, and dashboards to provide actionable insights to the team.

Essential Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

Experience Required:

• Promotional industry experience, required.
• Proven track record in sales leadership, preferably within a phone-based sales environment.
• Experience building enterprise sales functions and managing large accounts with complex needs.
• Expertise in developing and managing cross-functional teams, including sales, customer care, and operations.
• Strong understanding of sales technology tools, including CRM systems and outbound dialers.
• Experience managing a scaled overseas team remotely.
• Experience with AI and automation tools to drive efficiency and improve quality.

Skills Required:

• Excellent communication, negotiation, and strategic planning skills.
• Ability to thrive in a fast-paced, high-growth environment.
• Ability to travel internationally to visit with overseas team as needed.

#LI-Hybrid

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