Sales Support Specialist

Title: Sales Support Specialist

Reports to: Director of Strategic Sales Support

Supervises: None

Status: Exempt

Objective

The Sales Support Specialist plays a critical role in driving sales growth and enhancing the member experience by supporting sales leadership and front-line sales associates. This position focuses on enabling the sales teams by implementing sales support initiatives, delivering sales tools, and leveraging data to optimize performance. Key responsibilities include internal communications, sales campaigns, sales training, leads management, incentives, and staffing optimization. Success in this role requires strong collaboration, analytical skills, and a commitment to operational excellence.

Duties and Responsibilities:

• Coordinates sales enablement efforts such as training, documentation, reporting, sales contests, and best practices while preparing job aids and serving as a trusted resource for complex product knowledge, internal processes, and industry trends
• Supports performance management initiatives including goal setting, incentive design, and recognition programs
• Facilitates strong, collaborative relationships with other departments (technology, operations, compliance, marketing, lending, recruiting, etc.)
• Represents the sales department on enterprise-wide projects, providing data-backed guidance to optimize both the associate and the member experience as well as drive growth, boost productivity, and streamline processes
• Calculates and tracks sales incentives and contests, ensuring transparency and accuracy in pay
• Plans, develops, implements, and tracks the performance of omni-channel lead generation to drive member acquisition and deepening
• Monitors lead progression, pipeline health, and conversion metrics to inform sales tactics and forecasting
• Monitors initiative progress, communicates status updates to key stakeholders, and ensures timely follow-up or resolution of issues
• Helps drive discipline and accuracy around the IMPACT sales process, CRM data entry, and pipeline management
• Analyzes key performance metrics, identify gaps and best practices, and build action plans to maximize associate success
• Coordinates with the reporting team to identify and resolve data issues and uncover opportunities for enhanced insights
• Provides ad hoc reporting or analysis as requested
• Supports the team with a strong analytical mindset by interpreting data, identifying trends, and making data-driven recommendations to improve sales performance and member engagement
• Stays informed on industry trends, competitor offerings, and member needs to support strategic account planning
• Researches associate questions, solve problems, and communicates results to stakeholders
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to feedback from supervisor
• Performs other duties as required by management

Required Qualifications:

• Minimum four (4) years of experience in sales and sales support, or customer service, preferably in a credit union or bank setting
• Bachelor's degree or equivalent
• Excellent written and verbal communication skills, with the ability to clearly convey complex business processes to both internal teams and external partners
• Proven ability to work in a team-oriented, collaborative environment, and to build and maintain relationships with internal and external partners
• Proficient in Excel for data analysis, reporting, and incentive calculations, including use of pivot tables and VLOOKUP/XLOOKUP
• Proven skill in prioritizing and simultaneously managing multiple deadlines, ad hoc requests, and regular deliverables, with strong time management and follow-through
• Ability to work non-standard hours when required

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

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