Head of Online Sales and Customer Success

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Description

• Slate is a new company exploring development in the electric vehicle space. • We seek an enthusiastic, experienced Head of Inside Sales and Customer Success to build and lead our online customer-facing team. • This is an exciting opportunity to join a startup company and shape a new team. • As the Head of this team, you will develop and implement the sales and customer success processes for the human touchpoints that create a great customer experience and generate revenue. • The ideal candidate will deeply understand high-consideration purchasing behavior insights, be passionate about customers and solving problems, be a natural collaborator, a process and team builder, and be hard-wired to continuously improve to meet objectives. • Drive online sales: With a solutions-driven approach, drive the sale of products online, including the vehicle, vehicle accessories, apparel, merchandise, and service parts. • ECommerce: Manage the accessories, merchandise, and apparel Ecommerce merchandising to deliver revenue goals. • Customer Success: Manage complex customer inquiries, drive timely and effective resolutions, and ensure seamless integration of human touchpoints. • Process design and implementation: Develop sales and customer service processes and standard word tracks for the team during direct customer engagement via chat or phone. • Collaborate with internal stakeholders: Work closely with the Marketing, Service Operations, and Digital teams to ensure a seamless customer journey for all products through the sales funnel and post-sale support, providing prompt and proactive feedback to improve conversion, quality, and service resolution. • Build and lead the team: As the company matures, recruit, train, and manage a high-performing online team of inside sales and customer success associates. • Leverage technology: Partner with the digital team to select and leverage technology to solve customer challenges, minimize human interaction, reduce decision friction, and improve the customer experience, resulting in satisfied customers and revenue objectives.

Requirements

• 10+ years of experience in online sales or customer service in discretionary consumer goods with a strong preference for experience in direct-to-consumer automotive. • Demonstrated success in building a team and processes of inside sales and/or customer success in a scaling organization. • Demonstrated experience leveraging Salesforce to drive sales and a desirable customer experience. • Demonstrated proficiency in leveraging KPIs, running and evaluating pilots, leading indicators, and Continuous Improvement methodologies in driving sales and customer satisfaction. • Experience setting and delivering service-level agreements with customers and internal stakeholders, workflow management, and organizational design for efficiency. • An ability to thrive in an ambiguous, entrepreneurial environment and adept at working from a clean sheet without legacy constraints or pre-defined processes. • Experience with automobile transactions, including financing, titling, and registration, is a plus. • Experience with automobile service resolution is a plus. • Resilience – a curious, fast learner who takes ownership of their role. • Ambiguity – comfortable with making decisions without full information, learning quickly, and adjusting. • Bachelor’s degree in a STEM related field. MBA is preferred but not required.