Manager Sales Support

About HMH

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K12 core curriculum, supplemental and intervention solutions and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.

Job Title: Manager, Sales Support

Department/Division: HMH Sales Support/Revenue Operations

Purpose of the Role:

The Sales Support Manager reports to the Senior Director of Sales Support and leads and mentors the Sales Support Team. This role ensures operational excellence across key sales transactions in Salesforce, including quoting, sample orders, implementation/gratis, pilots, drop shipments, revisions, and case management. This role drives team performance and professional development, fosters collaboration with Account Executives (AE), Area Sales Directors (ASD), and other departments, and supports sales effectiveness, customer satisfaction, and revenue goals by optimizing daily operations and maintaining a customer-centric approach.

Key Responsibilities:

• Team Leadership & Oversight
• Manage and mentor a team of Sales Support Representatives in Pune, India.
• Set performance goals, conduct regular reviews, and foster professional development. for direct reports and recommend personnel actions.
• Perform other personnel functions in accordance with company policy and legal requirements.
• Sales Operations
• Oversee the Sales Support teams accurate and timely processing of key transactions:
• Cost proposals and quotes
• Sample orders
• Implementations/gratis
• Dropship requests
• Order revisions and updates
• Case creation and resolution workflows
• Other sales transactions

• Process Optimization
• Develop and maintain in-depth knowledge of Salesforce, SAP, Sales Hub, and Customer Care platforms.
• Identify and collaborate with the senior director of sales support to implement improvements in SFDC workflows to reduce errors and increase efficiency.
• Ensure compliance with internal approval processes and discounting rules.
• Cross-Functional Collaboration
• Partner with Sales, Deal Desk, Customer Service, and Order Entry teams to resolve issues and streamline operations.
• Act as a liaison for escalations and complex transaction scenarios with the Sr. Director of Sales Support.
• Reporting & Analytics
• Monitor KPIs related to transaction volume, turnaround time, and accuracy.
• Provide regular updates to leadership on team performance and operational bottlenecks.
• Documentation & Training
• Maintain SOPs and training materials for SFDC transaction processes.
• Lead onboarding and continuous training for new team members.

Qualifications:

• Bachelor's degree in Business, Operations, or related field.
• 10+ years of experience in sales operations or support, with 2+ years in a managerial role.
• Strong proficiency in Salesforce (SFDC), especially in quoting, case management, and order processing modules. Proficiency in MS Office (Word and Excel), and ERP systems (NetSuite, SAP, etc) is a plus.
• Excellent organizational, communication, and problem-solving skills.
• Experience with sample logistics and drop ship coordination preferred.