Trustmarque
Sales Support Manager
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Sales Support Manager
Location - York (Hybrid)
The Sales Support Manager plays a key role in ensuring the efficient day-to-day operation of the Sales Support function at Trustmarque Ultima. Working closely with the Head of Sales Support, this role is responsible for driving operational excellence, supporting strategic initiatives, and ensuring the delivery of a high-quality, reliable service to customers.
The role requires strong cross-functional collaboration to ensure alignment across the business and to continuously improve processes, performance, and customer outcomes.
Accountabilities and main responsibilities
- Responsible for assisting the Head of Sales Support in the day to day running of the Sales Support quoting Function, acting as a point of escalation
- People Manager for a team of 10 Sales Support Execs
- Work with the team to ensure key objectives are being met and drive the delivery of sales/support metrics to ensure accountability and development
- Supervise workflows to ensure efficiency within the team is maintained, as well as maintaining high internal service levels and SLAs
- Help Train, develop and lead the team to deliver high quality support to customers, both internally and externally, adding critical, high impact value to every request that is sent to the team
- Assist the Head of Sales Support with providing monthly reporting to the COO each month
- Represent the Sales Support function in any customer meetings, sales meetings or events
- Work closely and collaboratively with the Sales teams to understand their requirements, setting expectations and regularly reviewing the service
- Work with the team and Head of Sales Support to proactively identify improvements in existing processes, always looking for an easier and quicker way of doing things and challenge the status quo
- Run monthly team meetings
- Observe and monitor the team to ensure a 4 hour SLA and that the Seniors are managing the team and monitoring the workload
- Build and develop professional relationships with all the Sales Team and the ELT
- Help manage the CRM system for Lead generations and Account Moves between the sales teams
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Qualifications and skills
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Essential
- Strong communication skills, with colleagues, customers and Senior Management
- Proactively hosting meetings to provide information or resolve problems
- Excellent organisational skills
- Good negotiation skills
- Embracing change
- Use of MS Office packages and experience of working in an office/team environment
- A proactive, problem-solving individual who challenges the status quo
- Someone always looking for an easier way of doing things
- People Manager experience
Desirable
- Working within a similar role within an IT Reseller
- Understanding of basic quote to order process flow
- Experience using CRM or an E-Commerce tool
- Workflow management
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