Sales Support Manager

Access One•Chicago, IL

About The Position

Access One is seeking an experienced, organized, and technically knowledgeable Sales Support Manager to lead a small team supporting telecommunications and Managed IT Services (MSP) sales. This hands-on leadership role oversees telecom quoting, carrier coordination, and order processing, ensuring accurate and timely quotes, efficient order processing, strong internal coordination, and consistent execution of sales support activities. The manager will oversee daily operations, develop team members, resolve complex quoting and order issues, and improve efficiency through process enhancements and automation. The role covers telecommunications quoting for services such as Dedicated Internet Access, broadband, Ethernet, MPLS, SD-WAN, and voice, as well as telecom and MSP order management. It also oversees the use of CostGuard, Salesforce, and ConnectWise, develops operational reporting and metrics, and partners with Sales, Sales Engineering, Service Delivery, Finance, Operations, and MSP teams. The manager serves as a primary point of contact for Sales leadership and an escalation point for complex quoting, carrier, and order processing issues.

Requirements

Previous experience in telecommunications sales support, telecom operations, carrier quoting, order management, or a related field.
Demonstrated experience supervising, managing, or leading a team.
Strong understanding of telecommunications products, including internet connectivity, Ethernet, voice services, and SD-WAN.
Working knowledge of circuit types, carrier networks, redundancy, diverse connectivity mediums, and carrier diversity.
Experience working with telecommunications carriers on pricing, serviceability, quoting, and order coordination.
Proficiency in CostGuard, including telecom product management, pricing, and order processing.
Experience working with Salesforce and ConnectWise.
Strong organizational and leadership skills, including the ability to manage multiple priorities and deadlines.
Exceptional attention to detail and commitment to accuracy.
Strong analytical, communication, and problem-solving abilities.
Ability to work independently, lead a team, and collaborate effectively across departments.
Hands-on, process-oriented management style focused on accountability and continuous improvement.

Nice To Haves

Experience in a telecommunications provider, Managed Services Provider (MSP), technology solutions provider, or similar organization.
Experience managing a sales support, sales operations, or order management team.
Familiarity with carrier quoting platforms, serviceability tools, and telecom pricing databases.
Understanding of managed firewall services, UCaaS, SIP trunking, and other business communications technologies.
Experience supporting both telecommunications and Managed IT Services sales organizations.
Experience implementing process improvements, automation, or system integrations.
Familiarity with developing operational KPIs and managing team performance.

Responsibilities

Lead, manage, train, and develop a small Sales Support team responsible for telecom quoting and telecom/MSP order processing.
Set performance expectations and accountability for quoting accuracy, turnaround times, and order processing.
Manage daily workloads, prioritize assignments, and ensure adequate coverage for the sales organization.
Provide hands-on technical guidance on complex carrier quotes, product configurations, and order challenges.
Monitor team performance, identify improvement areas, and implement corrective actions when needed.
Act as the primary escalation point for complex quoting, carrier, and order processing issues.
Oversee telecommunications quoting, ensuring accuracy, competitive pricing, and timely delivery to Sales.
Oversee quoting for DIA, broadband, Ethernet, MPLS, SD-WAN, voice services, and other telecommunications products.
Ensure the team evaluates carrier options and customer requirements, including serviceability, pricing, circuit types, connectivity mediums, redundancy, and SD-WAN solutions.
Oversee carrier relationships related to quoting, pricing, serviceability, and order coordination.
Collaborate with Sales Engineering on complex network solutions and customer requirements.
Identify opportunities to improve carrier pricing competitiveness, quoting turnaround times, and quoting efficiency.
Oversee accurate and timely processing of telecom and MSP orders, including new orders, upgrades, renewals, modifications, and disconnects.
Establish standardized order-processing procedures and verify agreements, pricing, configurations, and documentation before submission.
Coordinate order handoffs with Sales, Engineering, Service Delivery, Finance, and Operations.
Monitor order-processing performance and address delays, discrepancies, and operational challenges.
Ensure customer and service information is accurately maintained in applicable systems.
Reduce order errors and administrative steps and improve the order-to-implementation process.
Serve as the primary Sales leadership contact for quoting, order processing, and Sales Support operations.
Ensure Account Executives and Account Managers receive timely, accurate, and responsive support.
Coordinate with MSP Operations, Service Delivery, Finance, Sales Engineering, and other departments to resolve issues and maintain clear communication.
Oversee effective use of CostGuard, Salesforce, and ConnectWise for product configuration, pricing, quoting, order entry, customer records, and MSP workflows.
Provide guidance on CostGuard functionality and proper use, and ensure Salesforce opportunities, quotes, and customer records are accurate.
Evaluate workflows to streamline processes, eliminate duplicate work, and improve data accuracy.
Partner with internal resources to identify and implement automation and system integrations.
Develop reporting and performance metrics for quoting efficiency, order accuracy, and team productivity.
Continuously evaluate the Sales Support function and recommend improvements to scalability and operational effectiveness.