Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Trupanion, is seeking an experienced sales leader to oversee the development and growth of the Trupanion phone center sales and retention group. As a high-growth, high-touch Company, this role will be pivotal in driving the brand toward the next level of growth in an under-penetrated market.

The phone sales team is responsible for the first direct connection that potential Trupanion members have the brand. As such, it is essential that the leader of this team must be a brand-centric individual with an ability to blend the need for strong sales growth while simultaneously developing lifetime brand ambassadors.

The Head of Phone Sales is responsible for representing the sales team with key partners, directing the strategic and operational needs for our dedicated sales agents, including ensuring appropriate reporting and management of key contact center metrics and training and management of all team members as required for compliance purposes.

The role will require a tenacious, hungry, energetic and quick-thinking sales leader with a passion for pets and a drive to coach teams to unlock their full potential to deliver first-rate conversion results.

Key Responsibilities Include:

• The leadership of the 60+ phone sales and retention agents
• Tracking and reporting of the overall performance of sales teams
• Mentoring of direct reports and the ability to identify training needs to enhance team performance
• Development of strong internal and external relationships to further the development of the business and the Trupanion brand
• Analysis and development (with key business partners) of sales team reporting including tracking and management of key contact center metrics
• Understanding of relevant insurance regulations as relevant to the business needs
• Working alongside business partners including member experience teams, to drive improvement in attrition and focus on the development of long-term brand ambassadors
• Continual analysis of the needs of current members and recommendations to enhance business growth
• Support of sales and retention training programs that improve team’s sales, time management, save rate, and communication skills
• Oversight of budget allocation including refinement of sales compensation aligned to results (short and long term)
• Contribution toward trend-spotting and analysis
• Stimulating an ambitious and inspiring environment to encourage self and teams to achieve business results

Leadership of Others:

The successful candidate will have experience in developing a best-in-class team of phone sales agents and be familiar in leading both inbound and outbound focused team.

The Head of Phone Sales will be expected to own the development of Trupanion phone sales and retention plans and work alongside key business partners, including member experience phone-based teams and other members of the sales and marketing groups to ensure effective and efficient planning of team resources. You will be excited by data-centric leadership and creatively developing new sales approaches to lead the industry in conversion.

Qualifications (Please include a cover letter with your application!)

Education, Registration & Certification:

• Bachelor’s degree or equivalent

Experience:

• 7+ years phone center leadership experience
• Experience working with workforce management teams
• Experience working with a variety of internal and external partners
• Experience of leading or overseeing a combined inbound and outbound call environments
• Experienced in working within contact center reporting and a track record of data analysis as it pertains to contact center efficiencies
• Experience managing cross-functional teams
• Former experience with budgetary control and management

Skills, Knowledge & Abilities:

• Insight into phone center training an advantage
• Confident, self-motivated individual with a strong, demonstrable bias for action, leadership, and teambuilding
• Willingness to be a teammate and a leader
• A strong sense of fun, empathy, and impact

Benefits and Perks:

• Bonus opportunities
• Full medical, dental and vision benefits at no cost to the employee
• Four weeks paid time off
• Five-week sabbatical after five years of employment
• Restricted Stock Units
• Open, casual, pet-friendly and fun office environment
• Free dog walking services for office pets during business hours
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

Things We Value

• Caring: We care about each other.
• Adhocracy: An adhocracy is intentionally ‘adhoc’ instead of bureaucratic. Adhocracies value the ability to adapt quickly, flexibility and employee empowerment.
• Trusting: We trust one another with information
• Sincere: We do what we say and say what we mean.
• Devoted: We love pets.
• Original: We are innovative and fair.
• Genuine: We are free to express our true selves.
• Simple: Simple is better.

For more information about Trupanion, visit http://trupanion.com/about

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.