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Sales & Support Manager - (Chicago or Remote)

Company: MDHearingAid
Location: San Diego
Posted on: January 16, 2022

Job Description:

Target Compensation year 1 up to $80k-$90k, $100k potential year 2+
What if you could walk into work every day knowing the work you do dramatically improves the quality of life for tens of thousands of people per year?
Do you ever imagine what it feels like when a customer thanks you for helping them live a better life by helping them improve their hearing?
What if the products you sold were things customers actually need, and commission plans were aligned to customer success, not just company success? What if those commission plans weren't constantly changed and re-baselined simply because you exceeded budget?
Do you want to be on the leading edge of providing hearing care via telemedicine and virtual hearing support working for one of the largest direct-to-consumer eCommerce companies in the country?
If this sounds interesting, keep reading.
We seek a Sales & Support Manager to lead our Inside Customer Care/Sales team to provide great service and upsell when applicable. This team of -20 hearing professionals provides amazing phone and email support to our hearing aid customers. They help our customers adjust to new hearing expectations, educate them on properly using and caring for their new hearing aids, and upsell the appropriate add-on products and services to ensure their success. MD Hearing improves customers' lives through better hearing, and that's where you come in - you'll lead the team that's the face and voice for our customers.
We take great care of our customers. And when we do, upsell opportunities sprout from that personal interaction because hearing aids require regular maintenance, add-on accessories, upgrades and replacement. In fact, more than 70% of our calls are "saleable." First we serve, then we sell.
Our customers love us, and that's helped this team grow revenue over 200% in the past 2 years, with very little focus on sales coaching and development. We think we can grow another 40% this year, by doing the right thing for our customers. That's where you come in.--
Our potential is largely untapped - while our marketing team acquires new customers for us, we've just begun to tap the potential to serve and upsell our active customer base through amazing support.--
If you're a seasoned sales manager, please read on.-- Can you identify sales triggers? Can you develop strategies and tactics to help customers understand they need accessories? Can you coach and develop the team based on lessons learned from our stars? Can you use data to optimize your approaches? Can you find, hire, grow and retain top talent? If the answer to these questions is a resounding yes, step forward and let's talk.
Values and Drive - Does This Sound Like You?

  • You've managed an inside sales team of at least 5 people
  • You've excelled in a remote company environment
  • You're competitive and driven to beat performance goals; you set goals, cut ineffective activities and teach others how to win
  • You possess deep empathy for others with a commitment to help your team win and your customers succeed
  • You will never be accused of being a used car salesperson and you're not a feature preacher - you are comfortable asking customers for money every time it helps them succeed. You educate, inform and help them to influence sales
  • You challenge the status quo and drive to continuously improve
  • You use data and technology to be more effective--
  • People around you marvel at your skill with people
  • You love to learn and go deep on subjects, you're curious
  • You don't pretend to know things you don't know
  • You enjoy working with a team of driven, humble people that love to produce results
    Who is MD Hearing?MD Hearing is disrupting the way consumers buy hearing aids, much like Warby Parker, Casper, and Dollar Shave Club disrupted their industries. MD Hearing sells high quality, affordable hearing aids "direct to consumer" (D2C) through its website and call centers, without operating a network of stores. This allows us to sell medical-grade hearing aids for hundreds of dollars, instead of thousands of dollars when purchased through traditional channels.
    A Chicago Ear, Nose, and Throat doctor founded MD Hearing in 2009 when he got frustrated that the high price of hearing aids forced his patients to spend thousands of dollars or suffer through hearing loss. HAL Investments B.V. (, a Dutch long-term investment company with a market cap of US$12 billion, purchased MD Hearing in 2017. Prior to the purchase, HAL sold its AudioNova hearing aid business (a network of 1,300 European hearing aid retail stores) for nearly a billion dollars in order to focus on selling hearing aids directly to consumers.
    MD Hearing combines high-quality, affordable hearing aids with leading-edge software, hardware and virtual clinic support through telemedicine to bring affordable hearing care to everyone. Come join us!
    Essential duties and responsibilitiesWe will count on you to execute tirelessly on the following activities. We hope you grow to take on more than this list, but these represent the minimum you must do to meet expectations.
    • Lead, coach, develop and counsel a growing team of -20 hearing professionals on sales methodologies/systems, strategies and tactics to consistently achieve sales and call performance goals in a remote environment
    • Manage team and individual expectations and report KPI results on an intra-day, daily, weekly, and monthly basis
    • Develop and launch effective customer sales & growth strategies to ensure customer success and strong, consistent revenue growth
    • Sell appropriate add-on solutions whenever they will help customers be more successful
    • Embrace new technologies, techniques and channels that allow you to help more customers
      • Proven sales champion - demonstrable sales achievements leading a team to exceed sales and service goals, preferably leading a team of Hearing Instrument Specialists or inside sales/tele-sales team.
      • Success recruiting, coaching, developing and counseling sales and service team performance to grow revenue annually
      • Demonstrable results as a hearing instrument specialist or similar position that requires upsell success, preferably in a hearing clinic or D2C environment is preferred, not required
      • Active license as Hearing Instrument Specialist/Dispenser, Hearing Aid Salesperson or Dealer is a plus, but is not required
      • Proven results educating or demonstrating complex consumer products in simple, easy to understand terms
      • You're tech-savvy, data-driven and curious
      • Excellent writing, communication, and people skills
      • Experience in telemedicine is a plus, but not required
      • If you lack any of these but have the values and drive, show us you can do the job anyway
        Extra CreditWe want passionate team members looking to do more and be part of something great. Tell us what you've done that demonstrates that. Have you ever started your own business?-- Ever lead a team or group to great success? Have you ever won an award for sales achievement? Ever take on a challenge others ran from...and won? Ever been recognized as a customer service champion? Did you put yourself through school? Which sales systems/methodologies do you prefer and why? Don't be shy, tell us your story.

Keywords: MDHearingAid, San Diego , Sales & Support Manager - (Chicago or Remote), Sales , San Diego, California

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