Sales Support Manager

We are seeking a highly motivated, organized, and experienced individual to join our software company as a Sales Support Manager. Reporting to the Head of Sales Operations, this role is pivotal in ensuring smooth sales operations, customer satisfaction, and driving team performance. As a Sales Support Manager, you will provide strategic operational support to the sales team, troubleshoot customer issues across all accounts, and lead the Sales Support team to achieve exceptional customer and business experiences.

What You Will Do

Team Leadership and Management

• Lead, manage, and develop the Sales Support team, providing guidance, coaching, and oversight to ensure the team meets its goals and objectives.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Develop and implement strategies to improve team performance, customer satisfaction, and sales support activities.
• Oversee talent development, succession planning, and performance management for the team.
• Day-to-day workload and queue management to ensure optimal performance and efficiency.

Sales Support

• Provide expert support to customers across all commercial units, resolving complex queries and issues using our CRM and case management tools.
• Conduct root cause analysis of issues and offer recommendations for improvements to the Head of Sales Operations and other stakeholders.
• Personally handle and resolve complex cases, including escalations, demonstrating expertise and setting a high standard for the team.

Sales Operations

• Assist in preparing sales proposals, quotes, and contracts, ensuring accuracy and adherence to company guidelines.
• Coordinate with cross-functional teams to ensure correct pricing and collateral usage.
• Develop and maintain relationships with key stakeholders across the organization to ensure alignment and effective collaboration.

Process Improvement and Documentation

• Maintain and create process documentation to ensure that sales support processes are well-documented, up-to-date, and easily accessible to the team.
• Continuously review and improve process documentation to reflect changes in processes, procedures, and best practices.
• Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.

Sales Lead Management Oversight

• Oversee the follow-up on sales leads and inquiries across all customers, ensuring that the Sales Support team is correctly allocating leads to the Sales Team.
• Develop and implement strategies to improve internal referral management.

Reporting and Insights

• Provide regular reporting and insights to the Head of Sales Operations on team performance, customer satisfaction, and sales support activities.
• Ensure the team meets or exceeds Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) and identify areas for improvement.
• Develop and track key performance indicators (KPIs) to measure team performance and customer satisfaction.

Strategic Planning

• Collaborate with the Head of Sales Operations and other stakeholders to develop strategic plans for the Sales Support team.
• Identify opportunities for growth and improvement and develop plans to achieve these goals.

What You Will Have

Requirements

• Proven experience in sales support, sales operations, or customer services, preferably in a software or technology company, with proven experience in a leadership or management role.

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