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 its Sales Support function for telecommunications and Managed Services. The role oversees a small team responsible for telecommunications quoting, carrier coordination, and order processing across telecom and Managed IT Services offerings. It is a hands-on leadership position focused on accurate, timely quotes; efficient order processing; internal coordination; team development; and continuous process improvement. The manager leads day-to-day operations, sets performance expectations, manages workloads, mentors team members, and serves as an escalation point for complex quoting, carrier, and order issues. The role oversees quoting for products such as Dedicated Internet Access, broadband, Ethernet, MPLS, SD-WAN, and voice services, and coordinates telecom and MSP orders across Sales, Engineering, Service Delivery, Finance, and Operations. It also oversees the team's use of CostGuard, Salesforce, and ConnectWise, and identifies opportunities for workflow improvements, automation, and system integration.

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 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 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, and develop a small Sales Support team responsible for telecom quoting and telecom/MSP order processing.
Set expectations, performance standards, and accountability for quoting accuracy, turnaround times, and order processing.
Manage daily workloads, prioritize assignments, and provide adequate coverage for the sales organization.
Provide technical guidance on complex carrier quotes, product configurations, and order-related issues; train and mentor team members.
Monitor performance, implement corrective actions when needed, and serve as the primary escalation point for complex issues.
Oversee telecommunications quotes for DIA, broadband, Ethernet, MPLS, SD-WAN, voice, and other offered products, ensuring accuracy, competitive pricing, and timely delivery.
Evaluate carrier options, serviceability, pricing, connectivity mediums, and redundancy strategies to identify suitable customer solutions.
Coordinate carrier relationships for quoting, pricing, serviceability, and order processing, and collaborate with Sales Engineering on complex solutions.
Oversee accurate and timely processing of telecom and Managed IT Services orders, including new orders, upgrades, renewals, modifications, and disconnects.
Establish standardized order procedures and verify agreements, pricing, configurations, and documentation before submission.
Coordinate order handoffs with Sales, Engineering, Service Delivery, Finance, and Operations; resolve delays, discrepancies, and complex cross-departmental issues.
Ensure customer and service information is accurately maintained across applicable business systems.
Serve as the primary Sales Support contact for Sales leadership and provide responsive support to Account Executives and Account Managers.
Establish clear communication processes and address recurring challenges affecting sales support service levels.
Oversee effective use of CostGuard, Salesforce, and ConnectWise, including accurate product configuration, pricing, quoting, order entry, records, and workflows.
Identify and implement opportunities to streamline workflows, reduce errors and duplicate work, improve data accuracy, and automate or integrate systems.
Develop reporting and metrics to measure quoting efficiency, order accuracy, and team productivity, and recommend improvements to scalability and operational effectiveness.