Job Description

The Sales Support & Escalation Specialist will play a critical role in supporting business development activities, managing complex matters and escalations, and enabling the sales team to operate efficiently. This individual will be responsible for matter management collaboration with client services teams for the Sales Manager including: escalation handling, workflow optimization, and leveraging AI tools to drive process improvements. The role requires a proactive, confident professional who can work across functions, triage issues, and support both the Sales Manager and the broader team.

Responsibilities

Key Responsibilities

1. Matter Management & Escalation Handling

· Take ownership of matter management and escalation supporting a sales manager’s $10M+ book of business, including high-profile corporate and law firm clients.

· Proactively triage and manage escalations, ensuring swift guidance and decision-making support for the manager.

· Support escalation handling and strategic upselling opportunities for the Growth Zone.

2. Workflow & Cross-Functional Collaboration

· Understand and optimize workflows, working across teams to ensure seamless operations.

· Assist by leading kickoff and scoping calls when Sales Manager’s calendar conflicts and support the Sales Manager’s ability to scale solutions for all clients.

· Assist with DSO (Days Sales Outstanding) management and reporting, helping to uncover new opportunities and streamline dispersed revenue accounting.

3. AI Mastery & Process Improvement

· Mastery of Consilio Aurora suite and AI solutions to help

· Master AI efficiency tools to drive more efficient internal workflows to assist with pricing estimates, sold workflow translation, and project team coordination.

· Drive adoption and mastery of internal sales solutions and tools across the team.

4. Reporting & Documentation

· Draft formal and informal reports, including week ahead/week behind activity reporting, Salesforce updates, Top 5, and DSO reports.

· Occasionally, assist the Sales Manager in retrieving source information in writing from the broader team.

Qualifications

Required Skills & Qualifications

· Minimum 5-7 years’ experience in a lead project management, review management, or data analytics role, with a proven track record of driving results and managing complex workflows.

· Understanding of sales support, matter management, and escalation handling within a fast-paced environment.

· Demonstrated ability to master and leverage AI tools for business process improvement.

· Excellent communication, problem-solving, and organizational skills.

· Confidence in leading some meeting functions, managing competing priorities, and supporting the Sales Manager.

· Experience with Salesforce and other sales administrative functions is a plus.

· Ability to work remotely and independently, with a high degree of self-motivation and accountability.

· Willingness and ability to travel occasionally to key meetings or events as required.

· Residency in the Eastern Time Zone is required to ensure alignment with team and client schedules.

Desired Attributes

· Proactive and resourceful, with a willingness to take ownership and drive results.

· Comfortable working independently and as part of a team.

· Ability to manage up, triage issues, and support decision-making at a high level.

· Strong attention to detail and commitment to timely follow-up and reporting.