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Senior Director of Sales – Expert Enablement

Nashville, TN
Full Time
Posted 3 months ago


About the position

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Sr. Director Sales – Expert Enablement will be responsible for a global sales and subscriber retention strategy focused on multiple channel partners and lines of business. They will create a new growth engine leveraging service-to-sales lead generation and digital channel customer acquisition capabilities. They will build a service-to-sales function from the ground up to in a scalable fashion with metrics and rewards for a large workforce. They will lead a large team of highly-skilled leaders who are responsible for the development, implementation, and continuous analysis of these strategies. They will also collaborate on a multimillion-dollar incentive program across Customer Solutions that promotes sales-driving behaviors from Experts. They will work with leaders across Operations, Legal and Compliance, Client Services, Finance, Compensation, Process Improvement, Product/Technology, and other cross-functional teams to ensure alignment with the larger operational objectives and AOP initiatives.

  • Recruit, develop and lead a team of senior- and mid-level leaders and professionals responsible for architecting and collaboratively implementing the overall strategy, framework, and tools, focused on Expert sales and customer retention
  • Partner with cross-functional teams to design and deploy overall launch and implementation framework for frontline Experts and leaders that help support desired behaviors across multiple lines of business and geographies, both domestic and international
  • Own sales tools and value prop development with the ability to convert digital support interactions into sales (e.g. real-time chat, messaging, email, etc.)
  • Work closely with Client Services, Quality, and channel partners to understand customer experience expectations while delivering on Expert enablement contract obligations
  • Provide oversight over all areas of the Expert Enablement strategy, including back-office functions (program guidelines, reporting, sales SOPs, etc.) and execution follow-up (training content, incentive deployment, etc.)
  • Partner with Operations, Finance, Compensation, HR, Legal, and Support teams to inform sales-focused incentive programs across the Customer Solutions organization, and conduct financial analysis to ensure plan aligns with annual forecasts; build sales-compensation plans and quota management for >10k global sales force
  • Maintain up-to-date knowledge of all Customer Solutions initiatives with a focus on financial performance and metric interdependencies
  • Establish and implement the process that monitors payout/metric adjustments to be efficiently executed and documented
  • Track and periodically report to senior leaders on sales performance and cost analysis against annual plans, measured by New Revenue Growth, Close Rate, Retention Rate, and % Take Rate, in addition to other metrics
  • Demonstrate functional understanding of company’s core financial performance
  • Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

Who’s a great match for us?

  • Proven track record of in driving digital sales engine and performance
  • Ability to partner genuinely and collaboratively with cross-functional partners in a non-hierarchical manner, working in a startup, non-bureaucratic environment
  • Player-coach who can lead from the front (demonstrating instead of telling)
  • High level of personal accountability and transparency
  • High tolerance for ambiguity and nimble shifts in product and operations roadmaps
  • Ability to build and maintain relationships and partner effectively across diverse internal organizations
  • Proven ability to lead & develop team of technically-minded individuals
  • Strong analytical and problem solving skills
  • Proactively identify and meet customer needs
  • Excellent communication, interpersonal and organizational skills with a hands-on management style
  • Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
  • Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
  • Experience leading strategic business transformational activities
  • Experience in program management, specifically in the development and execution of organization-wide and global programs
  • Experience in supporting call-center operations
  • Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

Here’s What You’ll Bring To The Team

  • Bachelor’s Degree with relevant experience; Master’s degree highly preferred
  • 10+ years’ work experience in a related field such as sales, program management, and/or operations
  • Black Belt certification high encouraged
  • 7+ years people leadership required
  • 7+ years channel/partner management experience
  • 7+ years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
  • 7+ years’ experience with administrative leadership duties including submitting IT tickets and managing personnel data


Product Development

Primary Location

US-TN-Nashville – One Century Place


Customer Solutions Support