Sales Support Specialist

As part of the Contract Management Sales (CMS) organization, the Sales Support Specialist serves as a strategic partner to Sales by driving commercial excellence, enhancing customer experience, and enabling business growth. The role acts as an extension of the frontline sales team, engaging directly with customers through phone and email while collaborating with cross-functional stakeholders to deliver seamless sales support, resolve customer needs, and execute key commercial initiatives. Through proactive customer engagement, stakeholder management, and data-driven insights, the Sales Support Specialist helps strengthen customer relationships, unlock growth opportunities, and contribute to revenue retention and expansion.

• Act as an extension of the Sales team, delivering end-to-end sales support and ensuring seamless execution of commercial activities.
• Engage directly with customers via phone, email, and case management platforms to address inquiries and support business needs.
• Deliver a high-quality customer experience while adhering to company policies and service standards.

• Partner closely with Customer Success Partners, Sales, Sales Operations, CX, Disputes, and other stakeholders to resolve customer requests efficiently.
• Manage customer cases through to resolution, ensuring timely follow-up and proactive communication.
• Identify and mitigate risks, bottlenecks, and recurring issues to improve service delivery.

• Analyze customer portfolios, business trends, and market opportunities to support revenue retention and growth.
• Identify opportunities to increase share of wallet through customer insights, cross-selling, and upselling support.
• Monitor account performance and provide actionable recommendations to stakeholders.

• Leverage customer feedback and data insights to drive continuous improvement initiatives.
• Support business transformation projects and process optimization efforts.
• Promote best practices to enhance efficiency, service quality, and customer satisfaction.

• Maintain accurate customer, sales, and case records across CRM and business systems.
• Ensure data integrity, compliance, and reporting accuracy to support informed decision-making.

• Bachelor's degree in Business, Commerce, Supply Chain, Logistics, Marketing, or a related field.
• 2-5 years of experience in Sales Support, Customer Service, Customer Success, Commercial Operations, or related functions.
• Experience working in a dynamic, customer-facing environment.

• Customer-centric mindset
• Stakeholder management
• Communication
• Relationship-building
• Problem-solving
• Commercial acumen
• Analytical ability
• CRM systems
• Microsoft Office applications

• Customer satisfaction and service excellence.
• Timely resolution of customer inquiries and cases.
• Stakeholder satisfaction and collaboration effectiveness.
• Revenue retention and growth support.
• Data accuracy, process compliance, and operational efficiency.
• Delivery of measurable process improvements.

This role is ideal for a commercially minded, customer-focused professional who thrives on solving problems, building relationships, and enabling sales success while contributing directly to customer growth and business performance.