Team Lead – Sales Account Manager Team

hace 3 días

San Francisco, Heredia, Costa Rica Movate A tiempo completo

About the job

Job title: Team Lead – Sales Account Manager Team

Location: UltraLag, Heredia

Education: High School Diploma

Experience: 2+ years of experience in sales or account management roles and 1+ year in leadership

No of Openings: 1

Summary:

The Team Lead for the Account Manager team plays a crucial role in driving performance, coaching agents, and ensuring operational excellence within a fast-moving, high-velocity sales environment. This team manages thousands of small to mid-sized merchants who collectively drive marketplace depth and revenue growth.

The Team Lead is responsible for supporting business goals through strategic coaching, KPI monitoring, performance management, and process alignment. This role partners closely with Sales Managers, QA, Training, and cross-functional stakeholders to ensure agents deliver consultative sales experiences that strengthen retention and long-term merchant growth.

Roles and Responsibilities:


• Lead, mentor, and support a team of Account Manager Agents to meet and exceed KPIsor retention, merchant satisfaction, and revenue growth.


• Conduct daily, weekly, and monthly performance reviews, providing targeted coaching sessions based on pipeline metrics, call behaviors, and sales opportunities.


• Monitor team and individual dashboards to identify trends, risks, and performance gaps; implement action plans accordingly.


• Oversee floor operations, manage work distribution, and ensure SLA and KPI adherence.


• Collaborate with cross-functional teams (Sales Ops, QA, Training, WFM) to ensure process alignment and continuous improvement.


• Support escalated merchant issues by guiding agents on problem-solving, strategic positioning, and consultative communication.


• Maintain up-to-date expertise on product changes, promotions, CRM updates, and engagement tools (Salesforce, Outreach, etc.)


• Participate in calibration sessions, business reviews, client discussions, and program performance reporting.


• Foster a positive, motivating, and high-performance team culture.

Required Skills:


• Proficient speaking English to US based customers.


• 2+ years in sales, account management, or merchant success roles + proven experience leading or mentoring a team.


• Strong communication and coaching skills with the ability to drive performance through data-based strategies.


• Proficiency using Salesforce or similar CRM tools.


• Ability to analyze pipeline, retention trends, and performance data using Google Sheets or Excel (intermediate–advanced).


• Strong conflict resolution, problem-solving, and decision-making skills.


• High adaptability to a fast-paced, dynamic sales environment.


• Deep understanding of consultative selling and partner success methodologies.

Desired Skills:

· Previous experience in Delivery Apps Support.

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