Now Hiring - Pine Pharmaceuticals - Professional Services Sales and Customer Support Manager in Tonawanda, NY

Full description of the position

Position Summary: The Sales and Customer Support Manager is a key leadership role responsible for driving commercial success through effective management of our sales and customer support teams. This position oversees day-to-day team operations, coaches individual contributors to achieve revenue targets, and ensures exceptional customer experience across all touchpoints. Reporting to the Director of Sales and Marketing, this role focuses on team development, alignment, process improvement, and operational excellence. Essential Functions: Team Leadership & Management * Lead and develop a team of account managers and customer support specialists * Conduct regular team and one-on-one coaching sessions and performance reviews * Set clear expectations, monitor progress against goals, and provide constructive feedback * Foster a collaborative, results-oriented team culture * Handle escalated customer issues, complex account situations, and inventory management * Provide support to team while evaluating opportunities to develop tools and process improvements that encourage team autonomy and efficiency * Recruit, onboard, and train new team members as the organization grows Sales Operations * Monitor sales activities, pipeline development, and revenue performance * Support territory management and account-based decisions * Coordinate strategic sales outreach efforts and follow-up activities * Track key performance metrics including customer retention and new customer acquisition * Partner with marketing on campaign execution and lead distribution Customer Support Excellence * Ensure timely, accurate responses to customer inquiries across all channels * Maintain service level standards for response times and issue resolution * Oversee order processing, inventory communications, and shipment coordination * Develop and refine customer support processes and documentation * Monitor customer satisfaction and identify improvement opportunities * Coordinate with operations on product availability and delivery timelines Cross-Functional Collaboration * Work closely with operations, quality, and regulatory teams on customer-facing issues * Communicate customer feedback to inform product development priorities * Support RFP responses and new customer onboarding processes * Partner with senior leadership on strategy and new process implementation * Maintain accurate CRM data and support pipeline reporting needs Education and Experience: * Bachelor's degree required; master's degree preferred * Sales experience required * Minimum of 4 years of management experience with a strong track record of leadership in customer service, sales, marketing, or business roles * Pharma sales or outsourcing facility experience preferred Knowledge, Skills and Abilities: * Proficiency in customer service tools, CRM systems (e.g., HubSpot), ERP systems (e.g. Infor), and Microsoft preferred * Excellent communication and interpersonal skills, with the ability to convey complex insights clearly, build strong relationships with internal teams and external stakeholders, and communicate with empathy and professionalism * Leadership and team management skills, including the ability to motivate, coach, and foster a positive work environment for customer service and order entry teams * Problem-solving and critical-thinking skills to analyze complex customer issues, identify root causes, and develop creative solutions to enhance customer experiences * Emotional intelligence to understand and manage emotions, build rapport, defuse conflicts, and provide empathetic support to customers and team members * Strong time management and project management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously * Conflict resolution skills to handle difficult customer situations and address team conflicts effectively, ensuring positive outcomes * Teamwork and collaboration skills to work effectively with cross-functional teams, including sales, marketing, product development, and quality, to align insights with business objectives * Understanding of industry needs and willingness to learn, particularly in the context of healthcare, pharmaceuticals, or sterile compounded products Pay Structure * Base Salary: $85,000/year * Anticipated Pay Range, including on-target commission earnings: $85,000 - $125,000 Job Type: Full-time Pay: $85,000.00 - $125,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Work Location: In person