SMB Sales Lead (STT)

About the Company
Viya is a telecommunications company owned by ATN International (NASDAQ: ATNI) providing a full suite of telecommunications and entertainment services in the U.S. Virgin Islands. Acquired in 2016 by ATN, Viya’s family of services, for both the business and residential markets, include wireline and wireless voice service, fixed and mobile broadband and cable television service offered over a hybrid fiber-coaxial wireline network and a state-of-the-art 4G LTE wireless network serving St. Croix, St. Thomas, and St. John.  Launching mid May 2024 Brava by Viya is a B2B segment committed to simplifying how companies do business by streamlining technology and delivering solutions that help them evolve and adapt to any state of their business journey. With a completely different approach to providing solutions, this new business arm is bringing four components: Brava Synergy, Brava Connect, Brava Cloud, and Brava Stronghold, all dedicated to proactively protect business, support collaboration, enhance their performance, and manage their network while providing access to internationally recognized solutions tailored to their market.

General Purpose and Scope
The SMB Sales Lead is responsible for leading and developing all Small Business Specialistand Retention Specialist professionals to meet and exceed customer service, churn, and sales objectives for the B2B operations. This position requires a leader with a track record of success in building relationships, coaching, providing indirect leadership, and project management skills to maintain high levels of performance and meeting overall expectations.

Duties and Responsibilities

  • Lead and manage a team of Small Business Specialist and Retention Specialist professionals, providing guidance, coaching and support by having a comprehensive understanding of our offerings and through established KPIs help them meet their sales targets across all verticals and channels.
  • Lead all SMB sales and retention strategies and campaigns in the market to meet revenue goals and drive customer acquisition and retention.
  • Work directly with the head of B2B and marketing in the design of targeted SMB marketing campaigns, lead generation activities, and support the execution working collaboratively with the marketing team.
  • Work directly with Viya retail locations in completing B2B transactional sales, including tracking of sales with SFDC data integrity and retention team follow-up with customers for satisfaction and determining additional product needs.
  • Work directly with WeSolveCX* and Viya Business Rep team to ensure that all customer care metrics are achieved, and processes streamlined.
  • Analyze all incoming SMB leads and distribute them to the appropriate individual.
  • Monitor all Enterprise customer care cases outside of customers in collaboration with Service Managers and ensure that issues are quickly resolved.
  • Monitor WeSolve cases greater than 24 hours and work with appropriate teams to solve customer issues.
  • Monitor and take appropriate action on daily B2B disconnect reports, suspended line reports, and significantly past due accounts.
  • Evaluate all large credit requests and work with head of B2B to escalate when necessary.
  • Build and monitor SFDC retention pipeline of customers with 6 months or less remaining on contract.
  • Ensure SFDC data integrity with Small Business Specialist, and Retention Specialistprofessionals along with weekly one on one pipeline reviews.
  • Assists with mobile inventory projections and coordinate directly with retail inventory team.
  • Prepare weekly reports on KPI achievement.
  • Monitor market, competitive and industry trends and recommend any necessary actions.
  • Other duties may be assigned as needed or necessary related to B2B business.

*WeSolveCX is a full-service Business Processing Outsource (BPO) ATN International subsidiary providing best-in-class solutions in call center service, consulting, digital marketing, and digital experience to companies in the Americas and the Caribbean.

Required Qualifications

  • Bachelor’s degree business, marketing, customer service, or a relevant field.
  • Proven work experience in customer service, especially as it relates to customer problem solving.
  • Work experience in telecommunications/IT services with an emphasis on experience in voice, data, Internet, and cloud-based products and services.
  • Familiarity with the use of internal IT systems (CRM/billing and trouble ticketing) and Microsoft Office Suite.
  • Excellent client-facing and internal communication skills.
  • Excellent written and verbal communication skills.
  • Proven experience in leading and managing a high performing team to achieve relevant KPI’s.
  • Ability to lead strategies and campaigns while working directly with senior leadership and other departments.
  • Solid organizational skills including attention to detail and multi-tasking skills.
  • Other duties may be assigned as needed or necessary related to B2B business.

Duties require sufficient mobility, vision, and communication to work in the company setting and successfully perform the essential functions of this job. We embrace diversity and are proud to be an Equal Opportunity Employer, supporting veterans and individuals with disabilities. Reasonable accommodations may be considered for individuals with disabilities to enable them to perform these essential functions.

Management reserves the right to change this job description at any time according to business needs.