Sales Support Manager

Job Summary:  

The Sales Support Manager is responsible for managing a team of sales support Supervisors and Customer Service Representatives who support TestEquity’s business segments. This role supports the oversight and management of developing strategically priced quotes, customer communications, placement of orders through the ERP, while driving sales growth and identifying growth opportunities and ensuring support activities contribute to revenue generation. The Sales Support Manager will partner closely with internal departments and external sales leaders to align strategies, optimize customer engagement, and support sales initiatives. This fast-paced position requires a focused and energetic individual with a strong sense of urgency, proven leadership skills, and a sales-driven mindset. 

Essential Duties, Functions and/or Responsibilities:

• Provide exceptional sales support leadership for TestEquity’s business customers 

• Monitor KPIs and adjust staffing to ensure all SLAs are met. 

• Hold team accountable to established service metrics. 

• Build a positive work environment that aligns with Culture of Accountability. 

• Perform QC of work performed within the team while providing Team member training and coaching. 

• Partner with internal and external leadership teams to ensure quality and efficiency of processes, and to prioritize further opportunities for improvement. 

• Collaborate with TestEquity internal partners as needed to utilize internal resources, sales-enablement tools, and preferred suppliers to maximize the customers return on investment. 

• Facilitate strategic account planning and development of new growth opportunities to achieve product growth objectives: 

• Drive year over year Account growth and sales revenue increases 

• Provide operational and competitive resources to 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 by utilizing industry leading analytic methodologies to ensure value propositions are based on empirical data from customers and market segments.  

• Elevate product knowledge for the team by working closely with manufacturers' training specialists, the product management team, online resources, and ad hoc training opportunities. 

• Ensure team knowledge of all TE suite of products: TestEquity, Jensen, Techni-Tool, TEQ, Hisco, etc., and can sell across company product lines. 

• Provide metrics reporting, feedback and coaching to team members daily. 

• Resolve customers issues to ensure a beneficial resolution. 

• Provide input and insight into team goals. 

• Provide ERP system support, technical resources, and internal/external resources to resolve system issues and to support to team members productivity. 

• Support company goal of being a Single Source Provider for customers by ensuring quality, helpful, and thorough interactions with our customers.  

• Other responsibilities may be added as necessary to ensure effective and efficient management of team and representation of TestEquity.  

• Directly and indirectly responsible for product quality. 

• Performs other duties as assigned by management to support the business.  

Education & Experience:

• Minimum of 4 years T&M or EPS products and applications 

• Minimum of 5 years in a progressive leadership position 

• Computer knowledge i.e., MS Office, ERP/CRM system usage. Infor CSD experience a plus 

• Possess a passion for learning about customers/prospect needs and solutions 

• Excellent verbal and written communication skills 

Span and Scope Add As Needed 

• Direct Reports: [Yes approx. 4-7 reports] 

• Leadership Responsibility: directs daily activities, performance management 

• Decision-Making Authority: Independent / guided / strategic 

Skills:

Physical Requirements: Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standard

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas. 

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.