Job Description
A leadership role overseeing the Sales Support team, responsible for managing sales support activities, coaching staff, improving processes, and driving sales productivity to support the company's growth in a fast-paced, dynamic environment.
Key Responsibilities
- Manage and oversee all Sales Support activities, including case management, staffing, and tools to ensure high customer satisfaction.
- Coach and develop the Sales Support team to improve performance and embody behavior-based coaching models.
- Monitor and achieve productivity goals for the Sales Support team to maintain customer satisfaction and staffing levels.
- Serve as the escalation point for complex deal support issues and provide strategic guidance to resolve blockers.
- Develop and track KPIs to measure team performance and identify process improvements to enhance sales productivity.
- Build and maintain strong cross-functional relationships with senior stakeholders to reduce support ticket volume.
- Lead initiatives to scale the Sales Support function in line with business growth.
- Hire, develop, and lead an inclusive, high-performing Sales Support team.
Requirements
- Minimum of 10 years of experience in a Sales Support or Customer Support role in a dynamic environment, including at least 4 years as a people leader.
- Experience managing large support teams and supporting their productivity by escalating issues, providing feedback, and offering support.
- Excellent communication and critical thinking skills to understand sales policies and processes at a company, team, and individual sales rep level.
- Comfortable with ambiguity and enthusiastic about implementing complex change to improve sales internal team efficiency.
- Deep expertise in key sales operational processes such as territory management, quota operations, and policy management.
- Strong project management, business judgment, and organizational skills with the ability to manage competing priorities.
- Previous experience with Salesforce in an administrator capacity.
- Proficiency in Excel and Google Sheets.
- Bachelor’s degree or higher from a top university in business, finance, economics, or engineering focus is preferred.
- Bilingual in Spanish and English.
- Minimum of 10 years of experience in a Sales Support or Customer Support role in a dynamic environment, including 4 years as a people leader.
- Experience supporting the day-to-day management, coaching, and development of support teams including staff of at least 1 Supervisor and 12 Sales Ops Coordinators/Analysts.
- Ability to develop and own KPIs used to measure team performance and generate insights for process improvements.
- Ability to establish strong cross-functional relationships and feedback loops with senior stakeholders to deflect support ticket volume.
- Experience leading initiatives to scale the Sales Support function in alignment with business growth.
- Ability to serve as the primary escalation point for complex deal support issues, providing strategic guidance to resolve blockers to deal closure.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model supporting remote, hybrid, or in-office work
Ready to Apply?
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