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Head of Value Services - 8-19 | Head of Value Services in Job Job at 1 & 1 Ionos in Chesterbro1

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Head of Value Services - 8-19

Chesterbrook, PA

Position overview 1&1 IONOS, Inc. is a subsidiary of United Internet, a profitable, publicly held German company with a market cap of over $8 billion. 1&1 IONOS's North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 IONOS is known for its comprehensive and affordable Internet products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting edge technology, 1&1 offers users every available resource to easily and affordably create and maintain an optimal on-line presence. Founded in 1988, 1&1 IONOS is a global leader among web hosting providers. Internationally, 1&1 maintains more than thirteen million customer contracts with both consumer and business users and the 1&1 group manages over of nineteen million domain name worldwide. It also operates five highly-secure, green data centers housing more than 70,000 servers. 1&1 has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, 1&1 has become 1 of the premiere web hosting companies serving the US market; making it 1 of the country's top five web hosting companies. In September 2008, 1&1 opened a state of the art 55,000 square feet data center in Lenexa, Kansas. Job Purpose The Head of Value Services will be responsible for management of the Sales After Support (SAS) and Inbound Telesales teams. This includes target setting, reporting and analytics, strategic focus, incentive plans, training and application of sales techniques. Create a strong commitment from our agents to drive sales in the customer care division while maintaining a strong bond between our headquarters to drive success. Duties and Responsibilities Oversee Outbound Telesales including management of relationship with outsource providers Plan and manage the group's performance metrics and develop methods to exceed expectations Collaborate with international TSO project managers on net orders, revenue in per sale, sales per hour and conversion rate targets and budget per month. Drive OSP to surpass sales KPI and net promoter quality score within the agreed budget and acceptable cancellation rate. Report on achievement to targets weekly to senior management. Produce reports from internal systems to performance manage OSP and benchmark for best practice results Request lead count per campaign and split across OSP Strategy of new campaigns & pricing Creation of all training materials for centers Maintain OSP to provide daily reporting and campaign feedback files to TSO project management. Manage launches Point person for campaign, product and systems questions/issues for OPS Market point person for TSO project managers. Calculate monthly invoices for OSP. Collaborate with OSP QA/internal QA to resolve customer complaints and implement measures to ensure best customer background. Other duties may be assigned Travel will be required for this role Requirements 4 yr degree or High-school diploma/equivalent with comparable job background Min of three years sales background, including at least 1yr working with outbound telesales or partner sales agencies Min of 2yrs customer service background 3 yrs of supervisory background or a proven internal success track record with managerial experiences High proficiency in Microsoft office suite with a focus on Ms excel Strong organizational, planning, analytical, verbal & written correspondence abilities Background and knowledge of applicable voice systems/call center software Strong work ethic, motivational drive and the expertise to multitask effectively in a demanding working environment - meet simultaneous deadlines Exceptional interpersonal and customer service skills to effectively interact with all levels of personnel, as well as with external customers and vendors Sound judgment and decision-making capability Preferred Skills Deep knowledge and background with hosting/company products. 1&1 is an Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.
1 & 1 Ionos
September 21 on ZipRecruiter
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