Head of Customer Support Sales

4 weeks ago


Calgary, Alberta, Canada Brandt Group of Companies Full time

Position Overview
The Head of Customer Support Sales will play a pivotal role in the expansion and enhancement of the product support program at Brandt Group of Companies. This leadership position involves overseeing a team of Regional Customer Support Sales Managers, driving the formulation and execution of regional sales strategies and key performance objectives.

Key Responsibilities

  1. Develop and own the overarching strategy and annual business plans aimed at achieving sales and margin growth.
  2. Guide the team to ensure the promotion of all product support initiatives within their respective regions.
  3. Oversee sales processes, including call reporting, CRM management, and target setting.
  4. Establish and regularly measure key performance indicators (KPIs) for Customer Support Associates (CSAs).
  5. Assess and implement appropriate coverage strategies for the region.
  6. Identify and apply best practices across all regions.
  7. Develop and implement a comprehensive CSA Playbook.
  8. Create onboarding and continuous education programs for CSAs.
  9. Implement a thorough succession plan for Regional Customer Support Sales Managers and CSAs.
  10. Monitor the effectiveness of the CSA incentive program.
  11. Encourage a consistent approach to CSA activities while accommodating regional requirements.
  12. Provide insights on industry trends and market dynamics.

Additional Responsibilities

  • Identify growth opportunities and initiate new offerings.
  • Promote existing product support offerings.
  • Conduct market intelligence assessments on competitors, customers, and segment trends.
  • Analyze sales and margin data to uncover potential opportunities.
  • Review reports to provide insights and feedback to enhance the performance of CSAs and branches.
  • Support the development of the overall Parts and Service Sales strategy.


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