Manager - Sales & Customer Support

Sales Leadership:

• Develop and execute strategic sales plans to achieve business growth targets.
• Lead, mentor, and manage the sales team to ensure achievement of individual and team sales goals.
• Identify new business opportunities, market trends, and customer segments.
• Collaborate with marketing to generate leads, optimize campaigns, and improve conversion rates.
• Oversee the sales pipeline and ensure accurate forecasting and reporting.
• Maintain strong relationships with key clients and partners.

Customer Support Leadership:

• Manage customer support operations to deliver timely, empathetic, and effective service.
• Set and monitor KPIs such as CSAT, response time, resolution rate, and customer retention.
• Drive improvements in service delivery through process optimization and team training.
• Resolve high-level escalations and complex customer issues.
• Ensure a seamless post-sales experience in coordination with product and operations teams.

Cross-Functional Collaboration:

• Partner with product, finance, and operations to align sales and support strategies with business goals.
• Share customer insights to drive product improvements and innovation.
• Oversee CRM and customer support platforms to ensure data accuracy and usability.

Candidate Profile: