Sales Support Manager

Job Information

As a Sales Support Manager, you are responsible for coordinating and managing all aspects of Bobcat support for specific customers (major rental companies, key accounts, government accounts) or dealers. This includes leading a team, driving operational and support activities, implementing efficient processes and projects, and ensuring a seamless experience for customers.

Role & Responsibility

Customer Success Management

• Serve as the primary contact and liaison for Bobcat Field Staff on processes and support
• Own and keep internal support systems up-to-date to meet stakeholder needs
• Manage support escalations and provide guidance in complex situations
• Work within ERP to ensure products/processes are set up correctly for a seamless system flow, ensuring timely fulfillment of products/parts
• Drive the development and delivery of training materials on processes, tools, methodologies, and best practices to ensure stakeholders are well-informed about proper procedures
• Analyze performance metrics, providing data-drvien insights for growth and future opportunties
• Provide advanced support and innovative solutions, aiming for world-class customer service delivery

Dealer Focus

• Develop strategy and manage critical processes in Salesforce.com (e.g. Contracts & Commitments, DealerNET sales process, case management)
• Provide support and guidance to dealers in various aspects of their business operations
• Monitor team performance and provide feedback to improve the overall dealer experience
• Develop innovative solutions to provide dealers and ultimately customers with world-class support

Process Management

• Understand the role of the end-user (Customer, Bobcat Field Staff, or Dealer) and effectively design and implement processes that are simple, efficient, and effective
• Develop, improve and implement processes for a smooth end-to-end process to increase productivity
• Monitor trends, technology and offerings in the marketplace that will increase efficiencies.
• Oversee projects through execution, ensuring milestones and goals are met within approved budgets

Planning & Analytics

• Manage communication and cooperation with cross-functional teams to drive planning and projects (e.g., Manufacturing, Engineering, IT, Marketing, Finance, SIOP, etc.)
• Lead voice of customer (VOC) research projects to support strategic decisions
• Oversees team workflow of consistent and accurate reporting to key stakeholders to support business needs
• Utilize data to develop and recommend technical solutions
• Build relevant reporting and benchmarks to ensure continuous improvement

Key Account & Government Focus

• Act as the front-line contact at Bobcat Company for major rental accounts, key accounts, or government accounts on pricing, availability, order fulfillment, order status, lead times, and dealer availability for dealer transfers
• Manage the coordination of logistics and tracking of major trade packages with key accounts
• Manage the flow of inbound orders and dealer transfers
• Administer contracts, including contract review, deadlines, reporting procedures, and documents
• May include quoting customers directly and assisting District Managers or dealers

Team Leadership

• Develop direct reports through training and coaching, ensuring the team has the tools required to perform effectively and efficiently
• Act as a mentor to implement improved support and operations techniques
• Onboard and train new team members

Job Requirement

• Education: Bachelor's degree in Business Administration, Business Management, or related field. Equivalent experience considered in lieu of education.
• Minimum Experience: 7-10 years of relevant business experience
• Prior Sales experience or experience in managing customer relationships preferred
• Strong leadership and team management skills
• Excellent communication, presentation, and relationship management skills
• Capable of understanding customer/business problems and recommending practical solutions; works seamlessly with stakeholders to deliver high-quality results
• Proven track record of exceeding performance expectations and adapting to change
• Creates a collaborative team environment that nurtures individual development
• Demonstrated ability to challenge & improve upon existing processes
• Takes initiative and brings impeccable follow-up skills
• Exhibits a high level of customer service capabilities
• Possesses strong business acumen and problem-solving skills
• Excellent organization and project management abilitie