Sales Support Manager in London

Sales Support Manager

Cisilion adopt a hybrid working approach, offering flexibility for our employees and business. We ask that you work from our Central London (Bishopsgate) office 2-3 times a week (where your sales-support team are based), with the balance WFH. You’ll need to travel to our Leatherhead head-office at least once a month to build relationships throughout the business.

Candidate Profile

A self-motivated, hard-working individual who wants to impress. Driven to overachieve, with a positive, can-do attitude, with determination to see tasks and projects to successful completion

Someone who thrives on managing people in a busy environment, and who will drive the team to constantly out-perform expectations whilst meeting SLA & KPI targets and objectives

Ability to inspire, motivate and develop direct reports, excellent initiative and management skills

Someone who is excited about coming into a successful business and being a key player in making us even more successful by implementing required changes and improvements quickly, with no fuss

Ability to identify efficiencies and implement changes

A high level of attention to detail with accuracy skills to ensure the teams data entry is right first time

Being focused on tight timeframes and deliverables in a busy and fast paced environment

Strong interpersonal skills, liaising with internal teams, customers & suppliers, ensuring effective, clear communication is always maintained, following up on actions

Relevant industry experience advantageous, knowledge of IT products &/or services would be an advantage, experience using Cisco tools (CCW, DIDs, GPNs, etc) an advantage

A flexible approach around month, qtr. & year-ends to ensure all tasks get completed, managing the team’s workloads so we have enough cover when busy

Key Tasks

Main Responsibilities:

Managing the teams’ workloads and Qs to ensure quote requests are turned around as quickly and efficiently as possible, and customer POs are processed as soon as we get them , therefore meeting KPIs

Managing, training, and mentoring the team of four to ensure they always deliver to their full potential, motivating, and encouraging to maximise team output, creating growth plans to keep them focused on the overall team goals – better, faster, more efficient

Continuously improve processes &/or functions driving automation or cost efficiencies

Identify and amend process inefficiencies as required. Develop, design, and implement changes in the teams’ processes and guides to make us better and more efficient so customer facing quotes, or processing customer’s POs are actioned as quickly as possible by the team, whilst also being correct and paying very close attention to the finer details

Helping to identify, spec out, and implement efficiencies around automation of the team, enabling us to continue growing as a business, without having to add new heads all the time

Ensuring the team are using all available tools (Cisco PXP / CCW and other partner portals) for deal registration and securing best pricing effectively and quickly

Review team structure and alignment with sales teams, tweaking as personnel and priorities change

Making the team accountable for the quality of their output, making them proud to be part of the team

Working with the Procurement Manager, building and maintaining strong relationships with distribution suppliers to ensure we always receive quotes quickly, at the best possible competitive rates, and have clear escalation paths for when issues do arise

Ensuring the team use the preferred supplier list, questioning when sales don’t use it. Agreeing with the Procurement Manager when suppliers should change on the preferred supplier list based on business feedback and quality of service provided by suppliers

Fully understand our CRM system as you’ll own the creation and amending of order entry processes and guides to ensure the team are processing orders quickly and correctly. Where order entry errors are made, addressing these, and retraining the team to avoid repeat mistakes

Being able to simplify a problem, get to the route cause, address it, implement a change to stop it reoccurring, and move on

Effectively communicate directly with customers, or with the sales teams to resolve any queries or issues as quickly as possible, escalating as required to avoid unnecessary delays

Produce team performance reports, sharing with the wider business and being confident in explaining what the team are doing, and where we are aiming for

Key Skills

An experienced manager who is at ease managing a team split between office and WFH 2-3 days per week, being able to monitor, and ensure we hit required targets and goals

Effective Leadership and mentoring skills. Ability to take ownership and responsibility

Commercial awareness – you must understand discounts and margins, and the “cost to serve”

Experience working with vendors such as Cisco, Microsoft, and the distribution channel required

Experience of using / teaching the team to use vendor portals and deal registration tools an advantage

Ability to utilise distribution and vendor relationships to maximum benefit

Comfortable talking directly to customers and suppliers in all situations – good and bad

Well presented, articulate, displays gravitas and resourcefulness, drive, energy, and passion for excellence, you need to get on with people, especially the highly driven, demanding sales teams

Understanding as a business we are one big team with the same goal – customer satisfaction

Patient and calm even when faced with ever changing plans, deadlines, and conflicting goals

Good under pressure with the ability to prioritise to meet deadlines in an organised manner

Ability to ensure the team calmly juggle and prioritise multiple requests efficiently, understanding the sense of urgency, paying high attention to detail, and ensuring excellent team admin skills

Self-confident, comfortable working on your own taking personal responsibility and initiative, but mainly managing your team, supporting them however required, and liaising with other departmental heads

Efficient and structured approach to work with the ability to display good judgement skills

Having self-confidence with good judgement skills & the determination to see all complex tasks to completion. Personal drive, initiative, flexibility, resilience

Knowledgeable all-rounder with excellent communication, listening, negotiation, planning, presentation, and prioritisation skills, organised, advanced user of Microsoft Excel.