Sales Support Manager

In 1986, Robert L. Nelson founded the information systems consulting firm of R.L. Nelson and Associates, Inc. (RLN) to serve businesses in the Pittsburgh, Pennsylvania area. RLN grew steadily over the years, delivering quality services to multinational Fortune 500 companies and many other privately and publicly held businesses throughout the eastern United States. In 2007, RLN joined forces with Vertical Solutions, a Pittsburgh-based IT services firm, to create Vertilocity – an R.L. Nelson and Associates Company. The combined service offering and expertise spurred additional growth, and the company opened a new office outside of Denver, Colorado in 2012. In 2021, Vertilocity joined HBK, where they found shared values around client relationships and service. Vertilocity now has locations in North Carolina, Colorado, New Jersey, and Pennsylvania as well as team members around the country.

About the Role

We are seeking a detail-oriented and highly organized Sales Support Manager to support our growing Managed IT Services organization. This role will serve as a critical link between our sales, technical, finance, and client service teams by ensuring opportunities move efficiently from initial engagement through contract execution and ongoing account management. The ideal candidate is process-driven, comfortable working across multiple systems, and able to manage competing priorities while delivering an exceptional experience for both internal teams and clients. This position requires strong communication skills, attention to detail, and the ability to manage the operational aspects that support a successful managed services business.

Responsibilities

• Sales Operations & Opportunity Management
  • Generate professional proposals for Managed IT Services engagements, ensuring accuracy, completeness, and alignment with client requirements.
  • Manage the opportunity lifecycle from initial entry through proposal, approval, and conversion.
  • Maintain accurate opportunity records, documentation, and reporting within CRM and internal systems.
  • Coordinate with sales, technical, and leadership teams to ensure smooth transitions from sales opportunities into client onboarding.
• Licensing, Procurement & Vendor Management
  • Serve as the primary point of contact for Microsoft 365 licensing management, including additions, removals, and ongoing license optimization.
  • Place, track, and manage hardware, software, and licensing orders from initial request through delivery.
  • Coordinate shipping and receiving activities, ensuring equipment is properly tracked and delivered.
  • Oversee renewals for SSL certificates, firewalls, and other critical technology services to ensure uninterrupted client operations.
  • Monitor vendor timelines, pricing, and fulfillment status.
• Agreement & Billing Administration
  • Perform live adjustments to managed service agreement quantities as client changes are reported.
  • Maintain accuracy of service agreements, licensing quantities, and recurring billing information.
  • Identify and resolve invoicing discrepancies in coordination with finance and client teams.
  • Report monthly SPLA usage and ensure accurate licensing compliance.
  • Assist with financial reporting activities, including credit card expense reporting and reconciliation.

Requirements

• 3+ years of experience in sales operations, business operations, technology services, or a related administrative role.
• Experience supporting a Managed Service Provider (MSP), IT services organization, or technology company preferred.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities, deadlines, and stakeholders.
• Excellent written and verbal communication skills.
• Comfortable working with CRM systems, Microsoft 365, vendor portals, and business applications.
• Strong problem-solving skills and a proactive approach to identifying process improvements.

Preferred Qualifications

• Familiarity with Microsoft licensing programs and cloud services.
• Understanding of Managed IT Services agreements, recurring revenue models, and technology procurement processes.
• Experience coordinating hardware/software orders and vendor relationships.
• Experience working with billing, contracts, or financial reconciliation processes.

What Success Looks Like

The Sales Operations Manager will help create a seamless experience from the first sales conversation through ongoing client service delivery. This role will improve operational efficiency, ensure accuracy across agreements and licensing, and enable our sales and technical teams to focus on delivering exceptional technology solutions to our clients.

Benefits

• Competitive Compensation
• Lucrative New Business & Employee Referral Bonuses
• Anniversary Bonus
• Open Paid-time-off Policy
• Flexible work environment to offer work/life balance
• 401(k) plan with company match and Safe Harbor Contributions
• Medical, dental, and vision insurance
• Company Paid Life Insurance
• 9 Paid holidays
• Annual Performance Reviews