Lead - Sales & Tech (SME)

Lead - Sales & Tech (SME)

At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sales & Tech Lead/SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

As a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.

Leads in this role get to:

• Empower the Work
• Provide Sales and Support to team members through:
• Updating the team on a need-to-know basis with the most up-to-date product and process information.
• Identify and escalate cases requiring engagement levels within the next level of support.
• Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
• Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
• Provide Subject Matter Expertise through:
• Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
• Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
• Respond to advanced inquiries of a technical nature through cases management.
• Impact the bottom line: Will review daily operations report to:
• Identify, investigate, and research opportunities based on the report.
• Participate in activities designed to improve Customer Satisfaction and Business Performance
• Review Open Cases and Sales Leads/Opportunities
• Review the state of high priority cases.
• Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.
• Take the lead: Willing to take it upon themselves to:
• Handle escalated calls or chats
• Conduct Tech Sales Sessions
• Lead Pre/Post Shift Huddles in case Team Manager is not available.

Our most successful candidate must have:

• Technical sales experience required.
• Technical Customer Service with Sales / Up-selling experience required
• Good English-Speaking Skills, B2 or above level
• Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
• Must be coachable and open-minded.
• Ability to promote fun and energetic culture.
• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

INTERNAL APPLICANTS

• No active disciplinary actions or PIP
• Extensive knowledge of policies and processes
• Exceptional attendance record
• Meet or exceed 6-month scorecard "PDP."
• Meeting or exceeding LOB's critical metrics: NRPC & NPS
• Achieved Exceeds Most or Clearly Exceeds FY25 PDP rating.
• Completed:
• Hosting Level 1 & Level 2
• Productivity Level 1 & Level 2

All your information will be kept confidential according to EEO guidelines.