Pinnacle Direct Team Leader

As the Team Leader for the Pinnacle Direct Team, Sales Support and Customer Services, you will play a pivotal role in supporting Pinnacle's customer service and sales activities.

Reporting directly to the Head of Account Management, you will play a crucial role in supporting our existing customer base in alignment with our business objectives.

You will play a critical role in providing exceptional customer service whilst supporting the Customer Account Manager (CAM) and New Customer Acquisition (NCA) teams by overseeing administrative tasks, coordinating customer activities, and ensuring the smooth operation of our customer engagement.

You will lead and coordinate the team’s efforts to provide high-quality service to Pinnacle’s existing customer base, aligning closely with sales, marketing, finance, contracts, and professional services functions. The role is integral to achieving the objectives of the overall business plan.

Key responsibilities

Reporting directly to the Head of Account Management your key responsibilities will include managing the Pinnacle Direct team, customer service and sales support activity to Pinnacle’s existing customer base in support of the overall business plan.

You will work closely with the Pinnacle's sales teams, and other business functions including marketing, finance, contracts, support and professional services.

Leadership & Team Coordination

• Supervise, mentor, and support the Pinnacle Direct team to achieve performance goals and maintain high standards of service – Including frequent face to face and team meetings to support the team in meeting team KPIs.
• Act as the primary liaison between the team and the Head of Account Management, ensuring clear communication and alignment with business objectives.
• Oversee workload distribution, ensuring tasks such as CRM updates, order processing, and customer communications are handled efficiently.
• Provide training and development opportunities to enhance team skills and performance.
• Engage with Customer Success Leader as required for customer and process resolution.
  
  

Sales Support Management

• Oversee the administrative support provided to the CAM/NCA teams, including CRM record creation, lead management, and supplier CRM integration.
• Build a communications and management strategy to T3 clients in conjunction with Marketing and CAM Team
• Ensure the timely and accurate preparation of quotes, SSAs, DocuSign documents, and ISO forms.
• Drive coordination of sales initiatives such as promotional campaigns, product launches, webinars, and events in partnership with Marketing Campaign Executives.
• Monitor sales performance metrics and deliver insightful reports to managers and executives.
• Support Pinnacle’s Upgrade Programme, ensuring smooth communication and opportunity management within Pinnacle Direct.
• Drive process improvement.
  
  

Customer Communication & Relationship Management

• Act as an escalation point for complex customer enquiries, ensuring swift and effective resolution bringing in the Customer Success Leader when required.
• Oversee the team’s response to customer enquiries via phone, email, web chat or in-person interactions, maintaining a high level of professionalism
• Manage and monitor the Web Chat and Pinnacle Direct Mailbox, ensuring prompt and accurate responses
• Support follow-up activities for customer campaigns, webinars, and events to drive engagement and satisfaction.

Order Processing & Data Management

• Ensure the efficient and accurate processing of SSA/ISO orders, adhering to company policies.
• Maintain up-to-date and accurate customer records in the CRM system, including customer data, new sales opportunities, complaints, and other relevant information.
• Lead efforts to enhance data accuracy and streamline processes within the team.

Ad Hoc & Strategic Duties

• Undertake any other duties as directed by either the Sales a Director or Head of Account Management to support the overall objectives of the division and organisation.
• Collaborate with cross-functional teams to improve workflows and customer engagement strategies.

Key Skills & Qualifications

• Strong leadership and team management experience, with the ability to motivate and develop team members.
• Excellent organisational skills with the ability to manage multiple tasks and priorities effectively.
• Exceptional communication skills, both written and verbal, with a focus on customer engagement.
• Proficient in CRM systems and data management, with a keen eye for detail and accuracy.
• Experience in a sales support or customer development role, preferably in a technology-driven environment.
• Familiarity with DocuSign, ISO processes, and related administrative tools.
• Knowledge of sales and marketing processes, including promotional campaigns and webinars.
  

Personal Attributes

• A proactive problem-solver with a collaborative approach.
• Results-oriented and focused on driving team and individual performance.
• Adaptable and able to thrive in a fast-paced environment.
• Strong interpersonal skills, with the ability to build relationships across teams and functions.