Job Description
The role involves leading and managing the Sales Support team to ensure efficient handling of inbound sales requests, process improvements, and driving sales productivity through strategic coaching, performance measurement, and cross-functional collaboration.
Key Responsibilities
- Manage and oversee all Sales Support activities, including case management, staffing, and tools to ensure high AE satisfaction.
- Coach and develop the Sales Support team to improve performance and embody behavior-based coaching models.
- Monitor and achieve productivity goals for the 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 cross-functional relationships with stakeholders to reduce support ticket volume and improve processes.
- Lead initiatives to scale the Sales Support function in line with business growth and global expansion.
- 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, policy management, etc.
- 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 (MBA is optional).
- Bilingualism 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 supervisors, coordinators, and 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, including Go To Market Systems and Sales AEs.
- 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 and provide 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-person work
Ready to Apply?
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