Manager, Winback Team

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more.

About the Role:

As a Manager of the Winback team, you will report to the Regional Director(s) of the Save Team. You will be responsible for leading a team of winback reps in our Pakistan offices to achieve their goals aligned with reactivation, revenue recovery, customer satisfaction, retention and growth. You will work with all members of the account management leadership team along with other departments to ensure that our winback reps are able to help our customers achieve business success through Motive’s suite of solutions. You will also be responsible for supporting your team as they manage a live queue and/or programs to effectively retain revenue through positive relationship-building, active listening, strategic problem-solving and a customer-oriented approach.

What You’ll Do:

• Manage the daily operations of the winback motion across metric pacing, productivity, and process adherence. This will include the management of a live inbound case queue.
• Maintain insightful reporting to guide decision-making and communicate team progress and attainment to upper management
• Coach and support skill development regarding customer success attributes, risk mitigation strategies, soft skills, knowledge attainment, and daily workload management techniques
• Gain a strong understanding of our product mix and how it generates value for our customers
• Resolve customer escalations by thoroughly investigating issues, developing solutions and managing these situations through resolution
• Coordinate and collaborate cross-departmentally to identify, develop, and launch process enhancements and departmental initiatives

What We’re Looking For:

3+ years of experience in a customer-facing experience in consulting, customer success, sales or support roles Ability to manage and influence through persuasion, negotiation, and consensus building with both internal and external stakeholders Demonstrated ability to achieve business goals through the management of performance objectives Strong empathy for customers while possessing a deep understanding of revenue and growth in a SaaS business Proven decision-making and problem-solving abilities An enthusiastic, positive, solution-oriented and creative leader with the ability to inspire others Demonstrates a desire for continuous learning and improvement

• Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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