WellnessLiving

Sales

• Meet or exceed the sales & retention goals for the customer account team.
• Develop and maintain lasting relationships with existing WellnessLiving customers, improve client utilization and product/service adoption rates.
• Motivate, coach and mentor the sales team while managing and training the team.
• Observe, monitor, track performance and conduct performance reviews for the team.
• Analyze and interpret metrics and develop plans and training for improvements accordingly.
• Continually assess sales and support process and document/implement changes for success.
• Review and develop effective reporting to motivate staff and monitor performance and results.
• Leading by example, develop and preserve an energetic, highly effective culture that inspires employee engagement, effective processes and subsequently surpasses even the most aggressive stakeholder expectations.
• Establish standards for service levels, call handling, and performance monitoring measures.
• Create processes to capture, analyze, leverage and share customer insights in order to improve overall customer experience.
• Collaborate with other sales management to craft solutions to meet customer needs.
• Continue to improve and implement program guidelines and processes.
• Generate and implement on-going reporting to track outbound activity and continuously improve KPIs.
• Work closely with the Onboarding department to bridge gaps in communication, identify reasons for churn and forecast opportunities for retaining customers/closing sales.
• Facilitate frequent team meetings to discuss team goals and targets, and communication meeting outcomes with Sales management.

Customer Account Sales Manager

Customer Success Manager

• Lead and oversee global Customer Success and Support operations to ensure alignment with company objectives.
• Build and develop high-performing teams that prioritize accountability, collaboration, and continuous improvement.
• Implement efficient operating models to optimize workload balance, shift coverage, and service quality.
• Use data and technology to drive operational performance, improve customer satisfaction, and streamline workflows.
• Establish and monitor key performance metrics such as CSAT, NPS, first response time, and SLA adherence.
• Collaborate with cross-functional leaders to ensure the customer journey reflects our company’s commitment to excellence.
• Develop and maintain strong offshore partnerships, ensuring performance, communication, and cultural alignment.
• Foster a learning culture through coaching, mentorship, and professional development opportunities for your teams.
• Provide regular insights and strategic recommendations to senior leadership to continuously improve customer experience and retention.

Director, Customer Success

• Lead structured 1:1 coaching sessions using Gong insights and call analytics.
• Review and score calls based on talk ratio, CTA usage, discovery quality, objection handling, and other key sales metrics.
• Document coaching outcomes and track rep progress over time.
• Design and deliver engaging training programs (both live and virtual) for reps at all experience levels.
• Build instructional materials such as talk tracks, role-play scenarios, call guides, case studies, videos, and job aids.
• Support onboarding by equipping new hires with the skills, tools, and knowledge to succeed from day one.
• Foster a culture of collaboration through peer coaching, top-call reviews, and best-practice sharing.
• Partner with sales leaders to run recurring enablement sessions during team functions and meetings.
• Assess program comprehension through quizzes, participation tracking, and follow-up coaching.
• Gather feedback through post-training surveys to improve relevance, delivery, and engagement.
• Regularly audit and update enablement content to reflect current priorities and best practices.
• Coordinate the rollout of new sales training and coaching initiatives.
• Support performance evaluations to identify skill gaps and opportunities for growth.
• Collaborate with sales, product, and marketing teams on training for new offerings and methodologies.
• Stay current with industry trends and pursue ongoing professional development.

Sales Enablement Trainer

Onboarding Specialist

• Lead clients through a seamless onboarding journey, ensuring timelines are met and expectations are exceeded
• Deliver personalized online product training tailored to the client’s business needs
• Build strong relationships with customers by providing proactive communication and clear progress updates
• Collaborate with cross-functional teams to resolve onboarding challenges and continuously improve the client experience
• Manage support tickets and issues with urgency, maintaining a solutions-first mindset
• Coordinate efforts to transition customers smoothly from previous systems or to new implementations
• Uphold a high level of professionalism and embody the core values of WellnessLiving