Sales Operations & Performance Manager

Role Brief

This role is responsible for managing the sales support and client success function, ensuring all inquiries, follow-ups, and tickets are handled efficiently and consistently.

The focus is on team management and operational ownership — driving accountability, improving workflows, and maintaining high standards of service delivery. The role also works closely with procurement on processes such as invoicing, reconciliation, and renewals.

This position requires someone mature, proactive, and detail-oriented, with the confidence to manage performance and address gaps within the team.


Key Role Deliverables

• Manage and lead the sales support / client success team

• Ensure timely handling of inquiries, follow-ups, and tickets

• Drive accountability, quality, and consistency across the team

• Oversee CRM hygiene and documentation standards

• Coordinate with procurement on invoicing, reconciliation, and renewals

• Identify and improve workflows and processes

• Step in where needed to ensure continuity of service
  

Education Requirement

• Relevant education experience preferred
  

Minimum Years of Experience in similar role

• 5+ years in client success, sales support, or operations
• Prior team management experience preferred
• Background in MSP / IT services is a plus
  
• Technical System Experience

• CRM and ticketing systems experience
  

Behavioural Competencies

• Strong attention to detail
• Proactive and structured
• Comfortable managing people and having tough conversations
• Focused on improving team performance and service quality
  

Must Have Skills / Experience

• Experience in Client Success, Sales Support, or Sales Operations
• Proven ability to manage and lead a team
• Strong background in handling inquiries, follow-ups, and ticket workflows
• Demonstrated ability to drive accountability and improve team performance
• High level of attention to detail and process ownership
• Experience working with CRM and/or ticketing systems