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Job Description
Structured overview of role & requirementsAbout This Role
Lead and manage the Sales Support team, focusing on team performance, customer satisfaction, and operational efficiency.
Resolve complex customer issues across all accounts, conduct root cause analysis, and provide expert support using CRM and case management tools.
Oversee sales lead management, process improvements, reporting on team KPIs, and collaborate on strategic planning with the Head of Sales Operations.
Minimum Requirements
Proven leadership or management experience in sales support, sales operations, or customer service, preferably in a software or technology company.
Proficiency in CRM software (e.g., Salesforce) and case management tools (e.g., ServiceNow).
Strong organizational, communication, and team management skills.
Work Experience Required: Proven experience in relevant roles; exact years not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced manager with a background in sales support or operations within software/technology domains.
Data-driven operator comfortable managing KPIs, SLAs/OLAs, and continuous process improvement.
Strategic thinker capable of developing and implementing plans to enhance sales support effectiveness and customer experience.