Sales Support Manager
MICHELIN Connected Fleet, Atlanta, GA, United States
MICHELIN CONNECTED FLEET is a Michelin Group Company, within its Services & Solutions division. We are a player in a high-growth, competitive technology industry.
Following a period of transformation and repositioning, Michelin Connected Fleet has launched a growth strategy covering go-to-market, product, and a significant investment in talent.
We help B2B fleets operate in a profitable and sustainable way.
We approach fleets by business needs, helping address their most important challenges, such as:
Cost control
Safety and compliance
Cargo and vehicle security
Monitoring of cargo
Productivity and on time delivery
Our offer delivers an IoT solution
which enables customers to manage and optimize their entire fleet. The IoT solution includes a high-performance SaaS platform and a family of embedded devices which are installed in assets and vehicles to provide real‑time telemetry data feeds.
Today, as part of the Michelin group,
we have 800,000 connected vehicles across Europe, North America, and Latin America . Our ambition is to be the #1 global fleet management business and, as such, we are expanding into new markets.
POSITION SUMMARY The
Sales Support Manager
is responsible for ensuring the administrative elements of a customer’s account are in order so that they can achieve their goals through our solution. Internally, the CSAM serves as a customer advocate—collaborating cross‑functionally to resolve challenges, improve customer outcomes, and influencing systems with the voice of the customer.
DUTIES AND RESPONSIBILITIES The What
Customer service and resolution
– providing mid‑market and small business accounts with service to answer account and platform questions. Examples: Billing & contract inquiries, Marcus platform trainings.
Support the full sale lifecycle : quoting, approvals, contract coordination, booking, renewals, upgrades, deactivations/reactivations, new unit adds, billing site transfers, credit requests, etc.
Bespoke administration
– support deeper account support and servicing for critical Enterprise customers, e.g. manual billing details mapping, reporting.
Case oversight
– Monitor tickets, identify patterns, ensure timely updates.
Proactive issue prevention
– identify systemic problems and recommend process/tool changes.
Enablement
– Help SMB customers self‑serve where appropriate, e.g. knowledge base, platform training, billing portal access and setup, etc.
Retention/Renewals : Lead the renewal and retention playbooks for targeted customers.
Analytics/Research
– Utilizing cross‑functional systems to research, enrich cases and resolve customer‑impacting issues to be disseminated to both internal teams and/or customers.
Knowledge Share
– Create or update Documentation of workflows that are used for case resolution for shared knowledge.
The How
Provide the
best customer experience
and interactions.
Ensure the
timely and successful
delivery of our solutions and services according to customer needs and objectives.
Handle high‑volume incoming customer inquiries via phone, email, and case professionally.
Partner with all departments to meet and exceed customer service expectations.
Develop
trusted advisor
relationships with customer stakeholders and executive sponsors.
Adhere to existing company policies as it relates to pricing, discount approvals, and deal structuring.
REQUIRED SKILLS Hard Skills
Relationship management & influence without authority.
Ability to interpret cases (tech‑ and contract‑literate).
Data analysis (support metrics, service performance).
Conflict de‑escalation and crisis management.
Structured problem solving.
Delivery of Resolution with Solution‑Oriented Communication and Effective Follow‑Through.
Familiarity with CRM, ERP, etc.
Soft Skills
I + C - Excellent communication, presentation, and influence skills across customer and internal audiences.
A - Humility and openness to feedback.
A – Calm under pressure.
R - Highly organized, self‑motivated, proactive, and accountable.
#J-18808-Ljbffr
Following a period of transformation and repositioning, Michelin Connected Fleet has launched a growth strategy covering go-to-market, product, and a significant investment in talent.
We help B2B fleets operate in a profitable and sustainable way.
We approach fleets by business needs, helping address their most important challenges, such as:
Cost control
Safety and compliance
Cargo and vehicle security
Monitoring of cargo
Productivity and on time delivery
Our offer delivers an IoT solution
which enables customers to manage and optimize their entire fleet. The IoT solution includes a high-performance SaaS platform and a family of embedded devices which are installed in assets and vehicles to provide real‑time telemetry data feeds.
Today, as part of the Michelin group,
we have 800,000 connected vehicles across Europe, North America, and Latin America . Our ambition is to be the #1 global fleet management business and, as such, we are expanding into new markets.
POSITION SUMMARY The
Sales Support Manager
is responsible for ensuring the administrative elements of a customer’s account are in order so that they can achieve their goals through our solution. Internally, the CSAM serves as a customer advocate—collaborating cross‑functionally to resolve challenges, improve customer outcomes, and influencing systems with the voice of the customer.
DUTIES AND RESPONSIBILITIES The What
Customer service and resolution
– providing mid‑market and small business accounts with service to answer account and platform questions. Examples: Billing & contract inquiries, Marcus platform trainings.
Support the full sale lifecycle : quoting, approvals, contract coordination, booking, renewals, upgrades, deactivations/reactivations, new unit adds, billing site transfers, credit requests, etc.
Bespoke administration
– support deeper account support and servicing for critical Enterprise customers, e.g. manual billing details mapping, reporting.
Case oversight
– Monitor tickets, identify patterns, ensure timely updates.
Proactive issue prevention
– identify systemic problems and recommend process/tool changes.
Enablement
– Help SMB customers self‑serve where appropriate, e.g. knowledge base, platform training, billing portal access and setup, etc.
Retention/Renewals : Lead the renewal and retention playbooks for targeted customers.
Analytics/Research
– Utilizing cross‑functional systems to research, enrich cases and resolve customer‑impacting issues to be disseminated to both internal teams and/or customers.
Knowledge Share
– Create or update Documentation of workflows that are used for case resolution for shared knowledge.
The How
Provide the
best customer experience
and interactions.
Ensure the
timely and successful
delivery of our solutions and services according to customer needs and objectives.
Handle high‑volume incoming customer inquiries via phone, email, and case professionally.
Partner with all departments to meet and exceed customer service expectations.
Develop
trusted advisor
relationships with customer stakeholders and executive sponsors.
Adhere to existing company policies as it relates to pricing, discount approvals, and deal structuring.
REQUIRED SKILLS Hard Skills
Relationship management & influence without authority.
Ability to interpret cases (tech‑ and contract‑literate).
Data analysis (support metrics, service performance).
Conflict de‑escalation and crisis management.
Structured problem solving.
Delivery of Resolution with Solution‑Oriented Communication and Effective Follow‑Through.
Familiarity with CRM, ERP, etc.
Soft Skills
I + C - Excellent communication, presentation, and influence skills across customer and internal audiences.
A - Humility and openness to feedback.
A – Calm under pressure.
R - Highly organized, self‑motivated, proactive, and accountable.
#J-18808-Ljbffr