Senior Sales Enablement Manager

OVERVIEW:

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery.

This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support. The Sr. Manager, Sales Enablement will collaboratively develop and implement a global sales and subscriber retention strategy. He/she will be responsible for developing and implementing the strategies and content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders, ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

DUTIES AND RESPONSIBILITIES:

1. Collaboratively architect and implement overall strategy, tools, and trainings focused on Expert sales and customer retention
2. Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
3. Partner with Operations, Finance, HR, and Support teams to inform incentive compensation programs across the Customer Solutions organization
4. Lead the strategy and vision for training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
5. Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
6. Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
7. Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
8. Provide insight to and support incentive plan communications as needed
9. Demonstrate functional understanding of company’s core financial performance
10. Responsible for meeting and exceeding timing, goals, and objectives on assignments
11. Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

EXPERIENCE:

Ability to build and maintain relationships and partner effectively across diverse internal organizations

Proven ability to lead & develop team of technically-minded individuals

Strong analytical and problem solving skills

Proactively identify and meet customer needs

Excellent communication, interpersonal and organizational skills with a hands-on management style

Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize

Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis

Experience leading strategic business transformational activities

Experience in supporting call-center operations

Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

DESIRED QUALIFICATIONS:

1. Bachelor's Degree with relevant experience; advances degree encouraged
2. 3-5 years’ work experience in a related field such as sales or operations
3. Black Belt certification encouraged
4. 3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions. Put Customers First. Play A Team Sport. Take Ownership. Collaborate and Then Commit. Reach Full Potential.

Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.