Sales Support Manager

This is a hybrid sales manager role requiring in-office presence 2-3 days per week, with the flexibility to work from home for the remainder of the week. Typical office days are Monday, Tuesday, and either Wednesday or Thursday, depending on business needs.

Key Responsibilities:

• Performance Monitoring and Coaching:
  • Track and analyze metrics for all Sales Support staff.
  • Provide coaching to improve performance and seize opportunities.
• Reporting and Analysis:
  • Generate and review weekly reports on metrics, calls, emails, and chats.
  • Ensure targets and goals are being met consistently.
• Training and Development:
  • Develop and implement training programs for new and existing employees.
  • Facilitate continuous learning and skill development.
• Scheduling and Cost Management:
  • Balance customer demands with labor costs by optimizing staff schedules.
• Problem-Solving and Process Improvement:
  • Conduct root cause analyses to identify issues and develop effective solutions.
  • Streamline workflows and project management within the sales department.
• Cross-Training and SOP Maintenance:
  • Promote cross-training opportunities.
  • Ensure standard operating procedures (SOPs) are created and updated regularly.
• Certified Service Technician (CAST) Training Coordination:
  • Manage and coordinate CAST training sessions.
• Administrative and Logistical Support:
  • Oversee the distribution of Dealer Packets.
  • Update price sheets annually and as required.
• New Product Launches:
  • Coordinate product launches with internal teams, external staff, and customers.
• SalesForce Optimization:
  • Enhance the use and functionality of SalesForce within the team.
• Project Management:
  • Lead projects such as "Find a Dealer/Installer" from initiation to completion.
• Staff Reviews and Leadership Support:
  • Conduct annual and quarterly performance reviews for sales staff.
  • Support leadership with ongoing projects to drive departmental success.
• Technical Resource:
  • Serve as a technical resource for the B2B sales department.
• Metric Reporting:
  • Present metrics during weekly sales meetings.

Requirements:

• 3-5 years of leadership experience in sales management or customer service preferred.
• Technical background is advantageous.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Word and Excel; experience with SalesForce is a plus.
• Hands-on approach with the ability to thrive in an office environment.