Sales Support Manager
About The Position
The Sales Support Manager leads Sales Support Supervisors and Customer Service Representatives supporting TestEquity’s business segments. The role oversees strategically priced quotes, customer communications, and order placement through the ERP system while driving sales growth, identifying growth opportunities, and ensuring support activities contribute to revenue generation. The manager partners with internal departments and external sales leaders to align strategies, optimize customer engagement, and support sales initiatives. This fast-paced role calls for an energetic, focused, sales-driven leader with a strong sense of urgency. The manager oversees team performance and service quality, monitors KPIs and staffing to meet SLAs, and provides quality control, training, coaching, and daily feedback. The role supports strategic account planning, year-over-year account growth, revenue increases, and development of customer value propositions using qualitative and quantitative research and market data. It also elevates team knowledge of TestEquity’s product lines and coordinates resources to resolve customer and ERP system issues. The position has approximately 4–7 direct reports and includes responsibility for directing daily activities and performance management. The manager is directly and indirectly responsible for product quality and may perform other duties as assigned to support the business. Applicants must be authorized to work in the United States without sponsorship.
Requirements
- At least 4 years of experience with T&M or EPS products and applications.
- At least 5 years in a progressive leadership position.
- Computer knowledge, including MS Office and ERP/CRM system usage.
- Passion for learning about customer and prospect needs and solutions.
- Excellent verbal and written communication skills.
- Ability to safely and successfully perform essential job functions consistent with ADA, FMLA, and other applicable standards, including meeting qualitative and/or quantitative productivity standards.
- Authorization to work in the United States without sponsorship; TestEquity does not sponsor work visas.
Nice To Haves
- Infor CSD experience.
Responsibilities
- Provide sales support leadership for TestEquity’s business customers.
- Monitor KPIs, adjust staffing to meet SLAs, and hold the team accountable to service metrics.
- Build a positive work environment aligned with a culture of accountability.
- Perform quality control of team work and provide training and coaching.
- Partner with internal and external leadership to ensure process quality and efficiency and identify improvement opportunities.
- Use internal resources, sales-enablement tools, and preferred suppliers to maximize customers’ return on investment.
- Facilitate strategic account planning and develop growth opportunities to achieve product growth objectives.
- Drive year-over-year account growth and sales revenue increases.
- Provide operational and competitive resources that enable sales growth.
- Conduct and oversee qualitative and quantitative research to define value propositions for current and potential customers.
- Build alliances with industry partners and networks, using analytic methodologies to base value propositions on customer and market-segment data.
- Elevate team product knowledge by working with manufacturers’ training specialists, product management, online resources, and other training opportunities.
- Ensure the team understands and can sell across TestEquity’s product lines, including TestEquity, Jensen, Techni-Tool, TEQ, and Hisco.
- Provide metrics reporting, feedback, and coaching to team members daily.
- Resolve customer issues to achieve beneficial resolutions.
- Provide input and insight into team goals.
- Provide ERP system support and technical and internal or external resources to resolve system issues and support team productivity.
- Support the company’s goal of being a single-source provider through quality, helpful, and thorough customer interactions.
- Support effective and efficient team management and representation of TestEquity, including other responsibilities as needed.
- Maintain direct and indirect responsibility for product quality.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
