Senior Demand Generation Team Lead

Senior Team Lead

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Position Overview:

Are you an experienced inside sales professional? Are you comfortable leading by example? Can you coach a team to support high volume daily activity? If you answered yes to any of these questions, you might be interested in becoming a Senior Team Lead with Harte Hanks!

A Senior Lead is an individual contributor role, actively selling our client's products/services while setting the tone for the rest of the team. In this role, you will help train and coach the team, while also supporting the Customer Success Manager in client engagement.

Key Responsibilities:

Sales

• Align a prospect's, pains, challenges, needs, and/or interests to client offerings
• Overcome objections and redirect conversations to desired outcomes
• Schedule appointments or other measurable outcomes based on client-specific criteria
• Handle inbound phone coverage as needed during periods of high call volumes or absence
• Apply the most recent product information and messaging to sales activities and assist others in doing so

Operations Management

• Create and maintain bi-weekly team schedules, adjustments and requests
• Distribute new patient outbound leads daily
• Reach qualitative and quantitative team and individual targets per program requirements
• Complete and document quality audit of services provided by team members against set measurements, by listening and assessing agent calls, documenting scorecard results, as well as assessing CRM updates and written communications with patients
• Maintain & report accurate, organized, complete, up-to-date, and relevant employee data (QA Daily Tracker, Error Tracker, VO Forms)

Process Improvement & Issue Resolution

• Collect, analyze, and formally present team insights, messaging or process improvements to the line manager and client
• Recommend improvements to training, SOPs, process, based on call success data while complying with current SOPs
• Participates in customer and client listening programs to identify customer needs and expectations
• Troubleshoot and/or escalate technical problems in a timely manner and communicate gaps in tech processes and documentation

Leadership & Performance Management

• Provide weekly coaching to team members, including QA related learnings and best practices in accordance with QA measurements and other KPI measurements
• Participate in new hire and continuing education training for team members
• Empower others to solve their own problems by providing just enough support so others retain ownership of the choices, methods, and outcomes
• Guide others through all the change management stages
• Take initiative to understand, work toward, and guide others toward team vision
• Behave in accordance with company mission, vision and values and contribute positively to the culture by doing what you say you will and inspiring authenticity, openness, confidence, reflection, trust, creative thinking, and collaboration

What You Bring:

• Excellent communication skills such as questioning, engagement techniques, and explanations
• Exemplary communication skills both written and verbal
• Experience with sales channels including phone, chat, email, and social media
• The ability to comply with company policies, procedures, and systems of governance including maintaining accurate CRM records
• Understanding of colleague's roles and responsibilities
• A desire to develop professional relationships across the business

Requirements:

• Professionalism and integrity throughout all interactions with employees, customers, and clients
• Must reside in one of the following states: AR, CO, FL, GA, IL, KS, MA, NC, NH, NJ, OH, OK, OR, TN, TX, PA, VA
• Minimum 2 years of Inside Sales Experience
• Experience with Salesforce or other CRM systems
• Experience with Outreach, SalesLoft, HubSpot, or other Sales Enablement Tools
• Microsoft Office Suite proficiency (Outlook, Excel, Word, PPT)
• Creative thinking mindset strongly preferred. Ability to innovate when faced with adversity
• Knowledge of different learning styles and behavioral motivation techniques
• Experience in using social media/ social selling for prospecting and lead generation
• Bachelor's Degree, or an equivalent combination of years of experience
• Experience in B2B consultative selling of SaaS

Measurements of Success:

Senior Team Leads are held to but not limited to metrics such as:

• Team Performance and Attrition
• Time Management
• Training Success
• Creating SMART goals for self and team members
• Approachability and Initiative

What We Offer:

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting

Equal Opportunity Employer/M/F/H/V