Manager, Inside Sales & Technical Support (6 - month Contract)

Building A World Class Team Starts With You

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day household items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary:

The Manager, Inside Sales and Technical Support, is responsible for leading an inside B2B and B2C sales and support team that achieves revenue targets as aligned with the overall strategy. Is responsible for developing and implementing the strategy for supporting customer use of standards and education products. Manages inbound front-line inside sales function that processes customer orders and solves customer issues. Provides second-level inbound/outbound inside sales team members with clear direction around territories/markets, areas of focus, and sales targets that support the Standards strategic plan. Ensures the success of customers purchasing 'high touch' products and services such as training and online subscription services is supported through a proactive and responsive technical support, resulting in positive customer experiences, increased usage, and subscription renewals. Prioritizes coaching and development of sales and support staff skills, to expand the marketplace access to CSA standards and education products.

Responsibilities:

• Works with Director, Product Management & Sales to develop and implement a commercial strategy aligned to Standards and Corporate strategies
• Works with Team Leader, Insides Sales to manage the inside sales function including front-line customer support and second level inbound/outbound sales
• Promotes team use of Salesforce to ensure strong performance and ability to forecast revenue through the use of a consistent sales methodology, pipeline management and activity tracking
• Oversees handling of customer calls including order taking and technical/non-technical customer issue resolution
• Oversees second level inbound/outbound inside sales function focused on sales of onsite courses, online subscriptions and bulk orders
• Works with Corporate Marketing and Product Strategy to develop and implement promotional programs to generate sales leads
• Works with Product Strategy and Corporate Marketing teams to ensure effective product knowledge training for Strategic Sales team that address market information, best prospects, competitive positioning and new products
• Works with Team Leader, Customer Success to ensure customer satisfaction with one-time purchases and renewals of subscription-based products
• Ensures effective onboarding and ongoing monitoring of subscription customer "health scores", leveraging training and support mechanisms to intervene where customers appear at risk of non-renewal
• Manages operations related to the delivery of value-added products (open enrollment classes, private onsites, training conferences, special events) including internal and external resource allocation, venue readiness, courseware delivery and customer service, and Contract Instructor agreements and assessment
• Accountable for technical support of all commercial platforms as well as members-only platforms and public review websites
• Ensures effective operations for personnel certification application processing and online examination delivery
• Oversees product set up and maintenance in online store and delivery platforms and takes lead on relationship with third party printer, ensuring service level agreement terms are met and continuous improvements implemented
• Provides customer-, market-, and product-related unit sales reporting and analysis to support timely, data-driven product, market and distribution decisions that contribute to meeting growth, revenue, and profitability objectives
• Engages with multi-disciplinary team to identify and implement ongoing improvements to the online store, online subscription platform, and Salesforce functionality to increase customer satisfaction, sales revenue and sales and support efficiency
• Contributes to annual revenue and direct product cost budgeting process and tracks and maintains a running reforecast of expected annual revenue and costs
• Tracks outstanding invoices and accrues outstanding costs/expected revenue on a unit by unit and annual basis
• Ensures compliance with all established criteria, including third party audit requirements related to auditable programs
• Develops, documents and reviews departmental guidelines, policies, and procedures

Preferred Education & Experience:

• Undergraduate University degree in business or related field
• Minimum of 10 years of experience in sales or customer success/support
• 3-5 years of people management experience
• Experience with Salesforce and ecommerce systems an asset
• Proven ability to motivate a team and facilitate positive group morale
• Strong relationship building and win-win negotiating skills
• Ability to facilitate discussion with all levels of stakeholders
• Flexibility to meet shifting deadlines, priorities, and market needs
• Strong problem solving, organizational and planning skills
• Bilingualism (English/French) and knowledge of national and international standards industry would be a definite asset