Sales Manager

· Lead, mentor, and manage the customer support team to ensure high performance and motivation. · Oversee daily support operations across channels (email, chat, phone, social media) and ensure timely, high-quality responses. · Develop and monitor SLAs, KPIs, and customer satisfaction metrics (CSAT, NPS, response/resolution times). · Handle escalated customer issues and complex complaints, ensuring effective resolution and follow-up. · Create and maintain support processes, playbooks, and knowledge base articles to improve efficiency and consistency. · Train and onboard new support agents, conduct performance reviews, and identify coaching needs. · Analyze support data and prepare regular reports on team performance, customer trends, and recurring issues. · Collaborate with Sales, Product, and Operations teams to resolve root causes and improve the customer experience. · Collect and share customer feedback (Voice of Customer) to support product and service improvements. · Optimize support tools, CRM systems, and workflows to increase productivity and scalability. · Develop customer retention and loyalty initiatives in coordination with account management and sales. · Ensure compliance with company policies, data protection standards, and service quality requirements.

· Drive revenue growth by selling online courses, training programs, and development solutions to individuals and corporate clients. · Generate and qualify leads through inbound and outbound channels (webinars, landing pages, social media, email, calls, referrals). · Conduct discovery calls and consultations to identify customer goals, learning needs, and budget. · Present and demo online education products, curricula, and development programs, tailoring offers to client needs. · Manage the full sales cycle: lead qualification, negotiation, closing, contract signing, and onboarding handoff. · Build and maintain a healthy sales pipeline in CRM; track activity, forecasts, and conversion metrics. · Develop and execute saless, email sequences, and outreach campaigns for online education products. · Upsell and cross-sell additional courses, coaching, corporate training packages, and subion plans. · Work with B2B clients (HR, L&D, team leads) to design corporate learning and development proposals. · Collaborate with marketing on lead generation, webinars, promotions, and campaign performance. · Achieve and exceed monthly/quarterly sales targets and KPIs (revenue, conversion rate, average deal size). · Maintain accurate records, prepare sales reports, and provide feedback to product and marketing teams. · Support customer retention and renewals in coordination with Customer Support and Account Management. · Stay updated on online education market trends, competitors, and customer development needs.