Sales Support Manager
OneAdvanced
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
OneAdvanced in Bengaluru is seeking a Sales Support Manager who will lead the Sales Support team, streamline processes, and enable the sales organization to deliver exceptional customer experiences. Reporting to Head of Sales Operations, you will manage escalations, optimize CRM usage, and partner with cross-functional teams to refine pricing, proposals, and contracts.
The role offers growth opportunities within a dynamic tech company with a strong emphasis on wellbeing, learning, and
Qualifications
- Proven experience in sales support or sales operations, with leadership experience.
- Strong leadership and team management skills.
- Excellent organizational and prioritization skills.
- Strong attention to detail and communication skills.
- Proficiency in CRM software (e.g., Salesforce) and Microsoft Office.
- Experience with case management tools (e.g., ServiceNow).
- Customer-focused mindset and problem-solving abilities.
- Proactive and able to work independently.
- Commercial awareness of software sales processes.
- Strategic thinking with planning abilities.
Responsibilities
- Lead, manage, and develop the Sales Support team with coaching and guidance.
- Foster collaboration, innovation, and continuous improvement within the team.
- Develop and implement strategies to improve team performance and customer satisfaction.
- Oversee talent development, succession planning, and performance management.
- Manage day-to-day workload and queue to ensure peak performance.
- Provide expert support to customers across all units using CRM and case tools.
- Conduct root cause analysis and propose improvements to stakeholders.
- Handle complex cases, including escalations, to set team standards.
- Assist in preparing sales proposals, quotes, and contracts with accuracy.
- Coordinate with cross-functional teams for pricing and collateral usage.
- Develop and maintain relationships with stakeholders for alignment.
- Maintain process documentation and continuously improve it.
- Oversee follow-up on sales leads and proper lead allocation.
- Provide reporting and insights on team performance and SLAs.
- Develop KPIs to measure performance and customer satisfaction.
- Collaborate on strategic plans for the Sales Support team.
- Identify growth opportunities and develop plans.
Skills
Tools
Job description
We areseekinga highly motivated, organized, and experienced individual to join our software company as a Sales Support Manager. Reporting to the Head of Sales Operations, this role is pivotal in ensuring smooth sales operations, customer satisfaction, and driving team performance. As a Sales Support Manager, you will provide strategic operational support to the sales team, troubleshoot customer issues across all accounts, and lead the Sales Support team to achieve exceptional customer and business experiences.
- Lead, manage, and develop the Sales Support team, providing guidance, coaching, and oversight to ensure the team meets its goals andobjectives.
- Foster a culture of collaboration, innovation, and continuous improvement within the team.
- Develop and implement strategies to improve team performance, customer satisfaction, and sales support activities.
- Oversee talent development, succession planning, and performance management for the team.
- Day-to-day workload and queue managementto ensureoptimalperformance and efficiency.
- Provide expert support to customers across all commercial units, resolving complex queries and issues using our CRM and case management tools.
- Conduct root cause analysis of issues and offer recommendations for improvements to the Head of Sales Operations and other stakeholders.
- Personally handle and resolve complex cases, including escalations,demonstratingexpertiseand setting a high standard for the team.
- Assistin preparing sales proposals, quotes, and contracts, ensuring accuracy and adherence to company guidelines.
- Coordinate with cross-functional teams to ensure correct pricing and collateral usage.
- Develop andmaintainrelationships with key stakeholders across the organization to ensure alignment and effective collaboration.
- Maintain and create process documentation to ensure that sales support processes are well-documented, up-to-date, and easily accessible to the team.
- Continuously review and improve process documentation to reflect changes in processes, procedures, and best practices.
- Identifyopportunities for process improvements and implement changes to increase efficiency and effectiveness.
- Oversee the follow-up on sales leads and inquiries across all customers, ensuring that the Sales Support team is correctlyallocatingleads to the Sales Team.
- Provide regular reporting and insights to the Head of Sales Operations on team performance, customer satisfaction, and sales support activities.
- Ensure the team meets or exceeds Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) andidentifyareas for improvement.
- Develop and track key performance indicators (KPIs) to measure team performance and customer satisfaction.
- Collaborate with the Head of Sales Operations and other stakeholders to develop strategic plans for the Sales Support team.
- Identifyopportunities for growth andimprovement anddevelop plans to achieve these goals.
- Proven experience in sales support, sales operations, or customer services, preferably in a software or technology company, withprovenexperience in a leadership or management role.
- Strong leadership and team management skills.
- Excellent organizational and prioritization skills.
- Strong attention to detail.
- Excellent communication and interpersonal skills.
- Proficiencyin CRM software (e.g., Salesforce) and Microsoft Office Suite.
- Experience with case management tools (e.g., ServiceNow).
- Customer-focused mindset with problem-solving abilities.
- Proactive and self-motivated with the ability to work independently and collaboratively.
- Commercial awareness and familiarity with software sales processes and terminology.
- Strategic thinking and planning skills, with the ability to develop and implement plans to achieve businessobjectives.
- Wellbeingfocused–Ourpeopleareourgreatestassets,andensuringeveryonefeelstheirbestself tocometoworkisintegral.
- AnnualLeave–20daysofannualleave,pluspublicholidays
- EmployeeAssistanceProgramme–Freeadvice,support,andconfidentialcounsellingavailable24/7.
- Personal Growth- Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
- Development Programmes– From Future Managers to Leadership Training, our development programmes help you get where you need to go
- Online Learning Platform: SkillsHub! - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth.
- Life Insurance - 3x annual salary
- Personal Accident Insurance - providing cover in the event of serious injury/illness.
- Performance Bonus– Our Group-wide bonus scheme enables you to reap the rewards of your success
At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
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