Job Description

Role Introduction

We are seeking a 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.

What You Will Do

Team Leadership and Management

• Lead, manage, and develop the Sales Support team, providing guidance, coaching, and oversight to ensure the team meets its goals and objectives.

• 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 management to ensure optimal performance and efficiency.

Sales Support

• 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, demonstrating expertise and setting a high standard for the team.

Sales Operations

• Assist in 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 and maintain relationships with key stakeholders across the organization to ensure alignment and effective collaboration.

Process Improvement and Documentation

• 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.

• Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.

Sales Lead Management Oversight

• Oversee the follow-up on sales leads and inquiries across all customers, ensuring that the Sales Support team is correctly allocating leads to the Sales Team.

• Develop and implement strategies to improve internal referral management.

Reporting and Insights

• 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) and identify areas for improvement.

• Develop and track key performance indicators (KPIs) to measure team performance and customer satisfaction.

Strategic Planning

• Collaborate with the Head of Sales Operations and other stakeholders to develop strategic plans for the Sales Support team.

• Identify opportunities for growth and improvement and develop plans to achieve these goals.

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What You Will Have

Requirements

• Proven experience in sales support, sales operations, or customer services, preferably in a software or technology company, with proven experience 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.

• Proficiency in 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 business objectives.

What We Do For You

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7.
• 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

Who We Are

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