As a Sales Customer Success Manager, you will lead and develop a team of Customer Support Advisors focused on driving sales, customer retention, and revenue growth. You will ensure the delivery of outstanding customer service while coaching your team to identify opportunities, upsell effectively, and enhance the overall customer experience. This role requires a hands-on approach, actively supporting the team in their sales activities and working alongside them to drive performance.
Key Responsibilities
* Lead and develop a team of Customer Support Advisors in a sales-driven environment to achieve revenue and customer retention targets.
* Provide hands-on support to the team, actively assisting with sales calls and customer interactions when needed.
* Conduct regular coaching and feedback sessions, including monthly 1-2-1s, to enhance sales capabilities and customer engagement skills.
* Ensure team members are equipped to handle objections, close deals, and manage customer relationships effectively.
* Drive a performance culture by setting clear goals, monitoring KPIs, and implementing continuous improvement initiatives.
* Utilise CRM and other sales tools to track performance, analyse trends, and optimise team efficiency.
* Ensure adherence to company policies, including compliance, customer service, and sales best practices.
* Continuously assess and refine sales strategies to improve conversion rates and customer lifetime value.
* Manage performance assessments and personal development plans to support employee growth.
* Oversee absence management to maintain a high standard of service delivery and team productivity.
People Management Responsibilities
* Uphold the company’s vision and promote key competency behaviours.
* Foster an inclusive, engaging, and high-energy sales environment.
* Inspire, support, and motivate employees to optimise individual and team performance.
* Act as a 'doer', working alongside the team to provide hands-on assistance in closing sales and customer interactions when necessary.
Key Behaviours for High Performance
Customer Focus:
* Ensure the team understands how their actions directly impact customer satisfaction and business success.
* Proactively identify and address service and sales challenges to maintain high standards.
Inspirational Leadership:
* Recognise individual motivators and provide constructive feedback and support.
* Promote adaptability and innovation in a competitive sales environment.
* Encourage ongoing learning and development to enhance sales knowledge and expertise.
* Foster a supportive team culture where individuals work effectively together.
* Communicate assertively while remaining considerate of individual needs.
Results-Driven:
* Ensure sales targets and deadlines are met, equipping team members with the resources needed to succeed.
* Maintain momentum, providing encouragement and support during challenging sales periods.
Key Relationships
Internal:
* Directors
* Management Team
* Marketing Team
* HR
External:
* Clients
* Client’s Customer Base
* Client’s Sales & Technical Support Teams (if applicable)
* External Sales Partners (if applicable)
Technical Skills:
* Excellent verbal and written communication skills.
* Strong understanding of CRM systems and sales processes.
Qualifications:
Experience:
* Must have proven experience in sales and customer success management.
* Strong people management skills, including performance and absence management.
* Ability to plan, prioritise, and manage workloads effectively.
* Experience coaching and developing teams to exceed sales targets and KPIs.
* Comfortable being hands-on and actively assisting with team tasks, including sales calls, client meetings, and escalations.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Outsourcing and Offshoring Consulting
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