Sales Support Representative

JOB DESCRIPTION
The Sales Support Representative is a core contributor to Milestone's U.S. sales execution engine, responsible for managing customer renewals, supporting partner responsiveness, and delivering accurate, timely sales support that strengthens customer loyalty and retention.
This role focuses on renewal execution and lifecycle continuity, ensuring customers using Milestone's Care offerings experience a smooth, reliable renewal journey. By managing high-volume outreach, providing accurate quoting, and maintaining clear communication with partners and customers, the Sales Support Representative plays a critical role in sustaining long-term customer relationships.
Operating at the intersection of Sales Execution and Customer Success, the Sales Support Representative supports lifecycle clarity, strengthens partner trust, and contributes directly to Milestone's growth and retention strategy.
This role is located in our beautiful Lake Oswego, OR office. It is a hybrid role with 3 days in the office.
Primary Focus:
Renewal Sales Execution & Customer Engagement
Mission:
To deliver a best-in-class renewal experience through proactive communication, accurate execution, and disciplined follow-through-ensuring customers and partners experience Milestone as responsive, reliable, and easy to do business with.
Key Focus Areas
1. Renewal & Pipeline Execution (60%)

• Manage a high-volume portfolio of Milestone Care renewals and related support offerings.

• Proactively engage customers and partners ahead of renewal dates to ensure timely execution.

• Generate accurate, complete quotes that support efficient partner and customer decision-making.

• Monitor renewal stages, identify risk signals, and escalate concerns to the Sales Support Lifecycle Manager when needed.

• Identify upsell or expansion opportunities during renewal conversations and route them appropriately to field or channel teams.

2. Partner & Customer Communication (25%)

• Serve as a consistent, reliable point of contact for customers and partners regarding renewals, pricing, and Care program details.

• Respond to inbound inquiries with urgency, clarity, and professionalism.

• Respond to inbound quote requests for renewals, add-ons, or upgrades for existing customers, preparing quotes and routing opportunities to the appropriate sales team for follow-up.

• Review and respond to inbound channel partner applications, qualify prospective partners against program criteria, and collaborate with field sales teams to facilitate partner onboarding or communicate application decisions.

• Support channel partners with renewal readiness, contract clarity, and execution timelines.

• Build trust and satisfaction through clear communication and dependable follow-through.

• Maintain awareness of partner engagement trends and customer sentiment within assigned accounts.

3. Salesforce Hygiene & Data Discipline (10%)

• Maintain accurate Salesforce records for renewals, quotes, activities, and customer interactions.

• Ensure renewal forecasts and pipeline data reflect current execution status.

• Adhere to governance standards related to opportunity stages, attribution, and documentation.

• Capture customer insights and renewal blockers to support reporting and lifecycle analysis.

4. Internal Collaboration & Continuous Improvement (5%)

• Collaborate with Sales Execution Specialists, Customer Success, and field teams to ensure smooth lifecycle handoffs.

• Participate in training programs to strengthen product knowledge, communication skills, and execution quality.

• Share customer and partner feedback to improve renewal workflows and lifecycle programs.

• Support process improvements that increase renewal efficiency and customer satisfaction.

Key Responsibilities

• Execute the full renewal lifecycle from proactive outreach through quote delivery and completion.

• Maintain working hours aligned to the primary business hours of the assigned sales territory to ensure real-time support for customers, partners, and internal sales teams.

• Meet responsiveness SLAs by acknowledging and acting on internal and external requests the same business day, or within 24 hours when received outside business hours.

• Support field and channel teams with renewal insights and follow-up as needed.

• Maintain strong, professional communication with customers and channel partners.

• Track renewal performance, risks, and outcomes using Salesforce.

• Identify and escalate renewal challenges in a timely manner.

• Contribute to a consistent, high-quality customer and partner experience.

Qualifications

• 1-3 years of experience in inside sales, renewals, customer success, or sales support roles.

• Strong communication and relationship-building skills.

• Highly organized with strong attention to detail and follow-through.

• Comfortable managing high-volume outreach and administrative tasks.

• Proficiency in Salesforce CRM; experience with Excel, Outlook, and Teams preferred.

• Ability to work collaboratively in a fast-paced, execution-focused environment.

Preferred Experience

• Exposure to SaaS, physical security, or enterprise technology environments.

• Experience working within a channel-led or two-tier sales model.

• Familiarity with renewal processes, quoting, or subscription-based offerings.

Personal Attributes

• Customer-first mindset with a strong sense of ownership.

• Reliable, responsive, and detail-oriented.

• Comfortable working behind the scenes to enable broader sales success.

• Eager to learn and grow within a sales execution or customer lifecycle career path.

• Resilient and adaptable in a high-volume environment.

Performance Metrics

• Renewal rate and on-time execution performance.

• Quote accuracy and turnaround time.

• Partner and customer satisfaction feedback.

• Salesforce data accuracy and lifecycle visibility.

• Identification and routing of upsell or expansion opportunities.

Why Join Milestone

• Milestone Systems is a global leader in open-platform video management software, known for innovation, trust, and collaboration.
• As a Sales Support Representative, you play a vital role in customer retention and partner success-ensuring every renewal interaction reinforces Milestone's commitment to quality and reliability.
• This is a hands-on role where precision, communication, and consistency directly impact customer experience and long-term growth.
  The annual on-target earnings for this position range from $70,000 to $82,000. Pay is based on the level, location, complexity, responsibility, and job duties of the specific position and is just one component of Milestone's total compensation package. Additionally, we offer an attractive benefits package that includes medical/dental benefits, FSA or HSA, 401k with 6% Safe Harbor employer match, paid parental leave, generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays), fully paid Short Term disability policy, fully paid Long Term disability policy, and Life Insurance. If you are selected for an interview, please feel welcome to speak to our Talent Partner about our compensation philosophy.
• All employees must complete a background check. Employees in fiscal roles are also required to undergo a credit check. All information obtained during these checks is handled confidentially and shared only with authorized personnel.
• Milestone is committed to creating a diverse and inclusive workplace and is proud to an equal opportunity employer.
  Contact and application
• Are you excited about this opportunity? We encourage you to apply as soon as possible. We will continuously take candidates into the recruitment process, and the position will remain open until a suitable candidate is found.
• Please apply on our website: www.milestonesys.com
• We look forward to receiving your application.