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AI Summary
The Sales Support Lead oversees daily operations and performance of the Sales Support team to ensure accurate and timely quote production. This role drives accountability and process improvements to minimize quote cycle times and maximize win rates.
The Sales Support Lead is responsible for overseeing the daily operations, performance, and development of the Sales Support team. This role ensures that all quotes are produced with a high degree of accuracy and delivered with urgency to support the sales team in closing business quickly.
This position plays a critical role in revenue generation by eliminating delays in the quoting process, maintaining rapid turnaround times, and ensuring responsiveness to sales requests. The Sales Support Lead drives accountability, prioritization, and continuous improvement across the team to minimize quote cycle time and maximize quote win rates.
Required Qualifications
· 3+ years of experience in inside sales support, sales operations, or quoting roles within the MSP or IT industry
· 1–2+ years of experience leading or mentoring a team
· Strong understanding of IT products and services (hardware, software, cloud, managed services)
· Proven ability to manage competing priorities in a fast-paced environment
· Exceptional attention to detail with a focus on accuracy and execution
· Strong communication and interpersonal skills
Preferred Qualifications
· Experience with ConnectWise Manage and ConnectWise Sell (or similar PSA/quoting platforms)
· Experience working within an MSP or technology reseller environment
· Demonstrated ability to improve processes and drive measurable performance improvements
Team Leadership & Management
· Lead, coach, and develop a team of Sales Support Specialists to ensure high performance and accountability
· Establish clear expectations around quote accuracy, turnaround time, and responsiveness
· Conduct regular quality reviews of quotes and provide feedback to improve performance
· Identify skill gaps and deliver ongoing training to strengthen product knowledge, systems usage, and attention to detail
· Foster a high-urgency, service-oriented culture aligned with sales team needs
Quote Accuracy & Quality Control
· Ensure all quotes are accurate, complete, and aligned with customer requirements and internal standards
· Validate that all pricing is aligned with market benchmarks and competitive positioning, ensuring customers are priced fairly and not exposed to inflated or inconsistent pricing
· Implement and enforce quality control processes to reduce errors (incorrect SKUs, pricing discrepancies, configurations, etc.)
· Monitor and address recurring issues that impact quote quality or downstream billing
Speed & Responsiveness
· Oversee team workload to ensure quotes are delivered within defined SLAs
· Actively manage and prioritize urgent and high-impact quote requests
· Ensure rapid turnaround on quote revisions and changes requested by the sales team
· Reinforce the importance of speed in preventing lost opportunities due to client price shopping or delays
Sales Alignment & Communication
· Serve as the primary escalation point for the sales team regarding quoting issues or urgent needs
· Ensure timely and professional communication with sales representatives
· Maintain strong alignment with sales priorities, deadlines, and expectations
· Proactively identify bottlenecks and remove barriers impacting quote delivery
Process Improvement & Performance Management
· Track and report on key performance metrics, including:
o Quote turnaround time
o Quote accuracy/error rates
o Revision turnaround time
o Sales satisfaction/response times
· Continuously refine quoting workflows to improve efficiency and scalability
· Partner with Sales Operations leadership to optimize tools (e.g., ConnectWise Manage/Sell) and processes
This position plays a critical role in revenue generation by eliminating delays in the quoting process, maintaining rapid turnaround times, and ensuring responsiveness to sales requests. The Sales Support Lead drives accountability, prioritization, and continuous improvement across the team to minimize quote cycle time and maximize quote win rates.
Required Qualifications
· 3+ years of experience in inside sales support, sales operations, or quoting roles within the MSP or IT industry
· 1–2+ years of experience leading or mentoring a team
· Strong understanding of IT products and services (hardware, software, cloud, managed services)
· Proven ability to manage competing priorities in a fast-paced environment
· Exceptional attention to detail with a focus on accuracy and execution
· Strong communication and interpersonal skills
Preferred Qualifications
· Experience with ConnectWise Manage and ConnectWise Sell (or similar PSA/quoting platforms)
· Experience working within an MSP or technology reseller environment
· Demonstrated ability to improve processes and drive measurable performance improvements
Team Leadership & Management
· Lead, coach, and develop a team of Sales Support Specialists to ensure high performance and accountability
· Establish clear expectations around quote accuracy, turnaround time, and responsiveness
· Conduct regular quality reviews of quotes and provide feedback to improve performance
· Identify skill gaps and deliver ongoing training to strengthen product knowledge, systems usage, and attention to detail
· Foster a high-urgency, service-oriented culture aligned with sales team needs
Quote Accuracy & Quality Control
· Ensure all quotes are accurate, complete, and aligned with customer requirements and internal standards
· Validate that all pricing is aligned with market benchmarks and competitive positioning, ensuring customers are priced fairly and not exposed to inflated or inconsistent pricing
· Implement and enforce quality control processes to reduce errors (incorrect SKUs, pricing discrepancies, configurations, etc.)
· Monitor and address recurring issues that impact quote quality or downstream billing
Speed & Responsiveness
· Oversee team workload to ensure quotes are delivered within defined SLAs
· Actively manage and prioritize urgent and high-impact quote requests
· Ensure rapid turnaround on quote revisions and changes requested by the sales team
· Reinforce the importance of speed in preventing lost opportunities due to client price shopping or delays
Sales Alignment & Communication
· Serve as the primary escalation point for the sales team regarding quoting issues or urgent needs
· Ensure timely and professional communication with sales representatives
· Maintain strong alignment with sales priorities, deadlines, and expectations
· Proactively identify bottlenecks and remove barriers impacting quote delivery
Process Improvement & Performance Management
· Track and report on key performance metrics, including:
o Quote turnaround time
o Quote accuracy/error rates
o Revision turnaround time
o Sales satisfaction/response times
· Continuously refine quoting workflows to improve efficiency and scalability
· Partner with Sales Operations leadership to optimize tools (e.g., ConnectWise Manage/Sell) and processes
- Competitive pay
- Quarterly Bonuses
- Progressive PTO
- Medical/Dental/Vision/Life/Disability available
- Tax deferred retirement plan with company match
- Career Development and Coaching
- Fun work environment!
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