Manager, Sales Support
About The Position
The Sales Support Manager oversees the customer-facing and rep-facing support functions within Sales Operations, with the mandate to remove administrative and operational burdens from revenue-generating reps so they can focus on core selling activities. Reporting to the Director of Sales Operations, this role leads a team that includes the existing Sales Coordinators and the Customer Solutions while also building out new capabilities in training, enablement, and RFI management. This is both a people leadership role and a process design role. The Sales Coordinator and Customer Solutions teams have historically operated independently. The Sales Support Manager will integrate these teams, define clear scope and SLAs, professionalize the onboarding experience for accounts of all sizes, build a structured training and enablement program (playbooks, ride-alongs, ramp plans, ongoing upskilling), and own RFI/RFP response processes that today consume disproportionate seller time.
Requirements
- Bachelor's degree in Business, Communications, Operations, or related field required
- 7+ years of experience in Sales Support, Sales Enablement, Customer Onboarding, or related Commercial Operations roles, with at least 3 years of people management experience
- Demonstrated success leading distributed and/or matrixed teams, ideally including in-region resources and centralized support functions
- Hands-on experience building or substantially improving customer onboarding processes for a B2B services organization; LTL trucking, transportation, or logistics experience strongly preferred
- Experience designing and delivering sales training and enablement programs, including new-hire ramp, role-specific playbooks, and ongoing certification
- Familiarity with RFI response processes and tools, content management, and coordination across Sales, Pricing, Operations, and Legal
- Strong understanding of CRM platforms (Salesforce preferred) and ability to define support workflows within and around the CRM
- Proven ability to define SLAs, KPIs, and operating procedures for support teams, and to enforce scope discipline with adjacent functions (e.g., Customer Service, Operations)
- Excellent interpersonal and communication skills; able to coach team members, partner with senior sales leaders, and de-escalate customer situations
- English language skills required.
Nice To Haves
- Bilingualism in French will be considered an asset.
Responsibilities
- Lead, develop, and manage the integrated Sales Support team, including in-region Sales Coordinators and centralized Customer Solutions resources
- Define clear scope, SLAs, and operating procedures for Sales Coordinators (conflict resolution, customer escalations) and Customer Solutions (account onboarding, churn identification and recovery, account setup)
- Build and own a standardized customer onboarding process covering accounts of all sizes, including account setup, tariff configuration, web/EDI/API enablement, pickup scheduling, and structured 30- and 60-day post-onboarding check-ins
- Partner with Pricing, Commercial Finance, and Operations to ensure onboarding incorporates pricing model assumptions (density, cube weight, services, accessorials) and operational feasibility before commitments are made
- Stand up and own the Training & Enablement program, including new-hire ramp curricula, role-specific, ongoing upskilling, tools training (CRM, TruckMate, BI dashboards, pricing tools), and certification frameworks
- Own the RFI response process, building templates, content libraries, and a coordination model that minimizes individual rep time spent on response assembly
- Partner with Sales to ensure Sales Coordinators roles and responsibilities are clearly defined with separation of duties between Coordinators and Sales Reps, including escalation paths
- Manage Sales Support team performance, including KPIs around onboarding cycle time, escalation resolution time, training completion and effectiveness, RFI win rates, and customer satisfaction
- Identify opportunities to further offload administrative tasks from reps and continuously refine the rep / Sales Support hand-off model
Benefits
- Reference checks
- Criminal background checks
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What This Job Offers
Job Type
Full-time
Career Level
Manager
