Sales and Customer Support Manager

Pine Pharmaceuticals•Tonawanda, NY

2d•$85,000 - $125,000

About The Position

The Sales and Customer Support Manager is a key leadership role responsible for driving commercial success through effective management of our sales and customer support teams. This position oversees day-to-day team operations, coaches individual contributors to achieve revenue targets, and ensures exceptional customer experience across all touchpoints. Reporting to the Director of Sales and Marketing, this role focuses on team development, alignment, process improvement, and operational excellence.

Requirements

Bachelor’s degree required; master’s degree preferred
Sales experience required
Minimum of 4 years of management experience with a strong track record of leadership in customer service, sales, marketing, or business roles
Proficiency in customer service tools, CRM systems (e.g., HubSpot), ERP systems (e.g. Infor), and Microsoft preferred
Excellent communication and interpersonal skills, with the ability to convey complex insights clearly, build strong relationships with internal teams and external stakeholders, and communicate with empathy and professionalism
Leadership and team management skills, including the ability to motivate, coach, and foster a positive work environment for customer service and order entry teams
Problem-solving and critical-thinking skills to analyze complex customer issues, identify root causes, and develop creative solutions to enhance customer experiences
Emotional intelligence to understand and manage emotions, build rapport, defuse conflicts, and provide empathetic support to customers and team members
Strong time management and project management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously
Conflict resolution skills to handle difficult customer situations and address team conflicts effectively, ensuring positive outcomes
Teamwork and collaboration skills to work effectively with cross-functional teams, including sales, marketing, product development, and quality, to align insights with business objectives
Understanding of industry needs and willingness to learn, particularly in the context of healthcare, pharmaceuticals, or sterile compounded products

Nice To Haves

Pharma sales or outsourcing facility experience preferred

Responsibilities

Lead and develop a team of account managers and customer support specialists
Conduct regular team and one-on-one coaching sessions and performance reviews
Set clear expectations, monitor progress against goals, and provide constructive feedback
Foster a collaborative, results-oriented team culture
Handle escalated customer issues, complex account situations, and inventory management
Provide support to team while evaluating opportunities to develop tools and process improvements that encourage team autonomy and efficiency
Recruit, onboard, and train new team members as the organization grows
Monitor sales activities, pipeline development, and revenue performance
Support territory management and account-based decisions
Coordinate strategic sales outreach efforts and follow-up activities
Track key performance metrics including customer retention and new customer acquisition
Partner with marketing on campaign execution and lead distribution
Ensure timely, accurate responses to customer inquiries across all channels
Maintain service level standards for response times and issue resolution
Oversee order processing, inventory communications, and shipment coordination
Develop and refine customer support processes and documentation
Monitor customer satisfaction and identify improvement opportunities
Coordinate with operations on product availability and delivery timelines
Work closely with operations, quality, and regulatory teams on customer-facing issues
Communicate customer feedback to inform product development priorities
Support RFP responses and new customer onboarding processes
Partner with senior leadership on strategy and new process implementation
Maintain accurate CRM data and support pipeline reporting needs