Sr. Sales Support Manager

Job Summary:

The Sr. Sales Support Manager drives operational excellence by overseeing sales support, partner channels, retention workflows, and commission accuracy. You will lead cross-functional initiatives to optimize order workflows, manage third-party door-knocking vendor relationships, and direct a dedicated sales save desk to maximize installation ratios. Additionally, you will spearhead training and enablement programs, ensuring teams are equipped with the skills needed to deliver exceptional performance and customer loyalty in the competitive telecom industry.

Location:

• The role will be based on-site at the office in Southlake, TX.

Employment Classification:

• Exempt: Regular, Full-time

Supervisory Responsibilities:

• Supervise and develop a sales operation and support team, including assigned save desk and operational staff.

Duties / Responsibilities:

• Channel & Vendor Management: Direct/manage third-party door-knocking vendor companies, set performance benchmarks, auditing lead generation quality, and aligning field efforts with company growth targets.

• Retention & Installation Optimization: Oversee a dedicated Sales Save Desk focused on mitigating cancellations, addressing customer objections, and driving a higher installation completion ratio for sold accounts.
• Commissions & Compensation: Compile, review, and approve sales team commission structures and payouts, ensuring accuracy, policy compliance, and timely distribution.
• Team Leadership & Development: Lead, mentor, and support a sales operations team, providing guidance and performance management to ensure maximum effectiveness.
• Sales Analytics & Reporting: Compile, analyze, and present key sales operational metrics, pipeline data, and installation trends to leadership to identify growth opportunities, track conversion ratios, and drive data-informed decision-making.
• Process & Workflow Optimization: Manage systems and order workflows to ensure seamless operations, accurate data management, and continuous improvement across departments.
• Cross-Functional Liaison: Act as a key bridge between Sales, Marketing, and Product teams, facilitating smooth communication and project execution for new initiatives.
• Incentives & Administration: Support sales leadership by managing sales contests, incentive programs, and administrative support functions.
• Training & Enablement: Develop and implement standardized onboarding processes, transform ad-hoc training materials into formalized learning modules, establish a centralized document repository, and conduct "train-the-trainer" sessions for new products and process launches.
• General Operations: Oversee departmental support functions including expense reporting, material procurement, and compliance reporting for critical training activities.
• Perform other duties as assigned.

Education and / or Experience:

• Extensive experience in sales support management, operations, or revenue enablement, including training program development and team leadership.

• Proven track record in managing external vendor relationships (such as direct sales or door-knocking agencies) and retention or save desk operations.
• Strong financial acumen with demonstrated experience in sales commission compilation, review, and approval processes.
• Proficiency in CRM systems, sales tools, and workflow optimization to ensure maximum operational efficiency.
• Excellent communication, analytical, and cross-functional collaboration skills.

Required Skills / Abilities:

• Naturally collaborative with a demonstrated ability to work effectively with all levels of leadership and external partners.

• Exceptional ability to handle a variety of high-priority assignments simultaneously and complete them accurately and on time.
• Strong written and verbal communication skills, excelling in conveying ideas concisely and clearly.
• Highly organized with superior time management and problem-solving skills.
• Strong passion for technology and telecom operations.

Physical Requirements:

Definitions:

Continuously: 6-8 hours in an 8-hour day or 60 times per hour

Frequently: 3-6 hours in an 8-hour day or up to 12-60 times per hour

Occasionally: up to 3 hours in an 8-hour day or 1-12 times per hour

Never: No physical requirement

In a typical work day, the employee will be required to:

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Keyboarding: Continuously
• Fine manipulation: Continuously
• Lift: Will require capability to lift up to 15 pounds.
• Carry: Will require capability to carry up to 15 pounds.
• Travel: Ability to travel approximately 5% of the time.
• Work Environment: The work environment is primarily office-based, requiring prolonged periods of computer use and concentration.

About Us: FiberFirst, a leading fiber internet service provider, is driving the digital revolution with hyper-local connectivity solutions. Headquartered in Texas, it has rapidly expanded its 100% fiber optic networks to multiple states, bringing next-generation multi-gigabit internet connections. Beyond delivering unparalleled speed and reliability to homes and businesses, they are committed to actively supporting the communities they serve. FiberFirst’s locally based support teams prioritize community engagement by actively participating in local events, partnering with community organizations, and fostering meaningful relationships with residents and businesses alike.

FiberFirst is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. FiberFirst does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Federal Applicant Notices: Applicants may review the federal notices regarding FMLA, the Employee Polygraph Protection Act, and Know Your Rights by clicking links below:

Federal Applicant Info - English

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