Manager, Sales Operations Support

Accountabilities

The Manager, Sales Operations Support oversees daily operations, develops team capabilities, and ensures that sales support activities meet business requirements and service expectations. Key responsibilities include:

Lead and manage a team of Sales Operations Support Specialists supporting Account Executives with client-facing quotes, order bookings, and post-sales requests.

Coach team members on internal and partner business processes, provide guidance on daily questions, and support their professional development.

Distribute incoming requests through the service request management system, ensuring balanced workloads and compliance with service level agreements (SLAs).

Monitor aging requests, proactively escalate delays, and take action to maintain service quality and response times.

Provide occasional overflow support and help resolve complex or urgent requests.

Coordinate team members’ time-off requests and coverage to maintain continuity of business operations.

Ensure new orders are complete, accurate, and booked according to established business processes and SLAs.

Coordinate month-end booking activities and ensure targeted orders are processed on schedule.

Handle initial escalations from internal and external stakeholders, including Sales, Application Solution and Design, Finance, and other relevant teams.

Help redirect out-of-scope requests to the appropriate internal or partner teams.

Maintain awareness of industry developments and participate in internal and external meetings, as well as partner-led training sessions.

Represent the organization's goals, mission, and values in daily operations.

Identify opportunities to improve efficiency, strengthen client support, and optimize workflows.

Recommend process enhancements and contribute to change management initiatives affecting the team.

Requirements

The ideal candidate combines team leadership experience with strong knowledge of sales operations, quote-to-cash workflows, and business process management. They should be analytical, organized, and comfortable collaborating with multiple stakeholders. Required qualifications include:

Bachelor's degree in Business Administration, Sales, Marketing, or a related field.

3–5 years of leadership experience, preferably managing operational or sales support teams.

At least 5 years of experience with quote-to-cash workflows in consulting services, managed services, SaaS, or infrastructure solutions.

Comprehensive understanding of standard quote-to-cash business processes.

Strong working knowledge of Salesforce, Salesforce Service Cloud, Salesforce CPQ, and service request management platforms such as Zendesk or ServiceNow.

Proficiency in Microsoft Office, including Outlook, Excel, Word, and PowerPoint.

Strong process management skills and financial acumen.

Excellent analytical, problem-solving, and organizational abilities.

Excellent written and verbal communication skills.

Ability to coach team members, manage competing priorities, resolve escalations, and coordinate effectively across departments.

Comfort participating in virtual meetings and online training sessions, including meetings where camera use is expected.

Benefits

Annual salary of $80,000–$92,000 USD.

Health, dental, and vision insurance.

Life insurance.

Health and dependent care Flexible Spending Accounts (FSAs).

401(k) retirement plan.

Short-term and long-term disability coverage.

Generous vacation and flexible time-off programs.

Company-paid holidays.

Training and professional development opportunities.

Collaborative, supportive, and results-oriented team environment.

Opportunities to work with large, sophisticated, and forward-thinking clients across North America.

Dynamic workplace offering opportunities to develop skills, take on challenges, and contribute to meaningful operational improvements.