Job Description

We are seeking an experienced Pre-Sales Manager/Sales Manager to join our health business. The ideal candidate will play a pivotal role in supporting sales efforts by driving sales operations, collaborating with cross-functional teams, and delivering innovative solutions to potential clients. This role involves managing the pre-sales lifecycle, engaging with stakeholders, and optimizing customer acquisition strategies to achieve business goals.

Key Responsibilities

1. Sales Ownership & Conversion Execution

• Own the complete Outbound sales lifecycle — from first user interaction to final conversion.

• Design and implement strategies to increase closure rates, reduce drop-offs, and optimize average handling time.

• Monitor daily performance data and act quickly on issues affecting revenue outcomes.

2. Team Management & People Leadership

• Lead, mentor, and manage a multi-layered inside sales team (40+ associates), including Team Leads and front-line agents across chat and call channels.

• Drive adherence to schedules and shifts; manage shrinkage, absenteeism, and occupancy planning to ensure optimal staffing.

• Resolve day-to-day escalations, customer disputes, and internal conflicts fairly and promptly.

• Collaborate with QA and Compliance to maintain high standards in behavior, communication, and customer experience.

• Conduct regular coaching, performance reviews, and disciplinary actions when needed, with documentation and transparency.

3. Training & Performance Enablement

• Partner with L&D to build structured training, onboarding, and upskilling programs.

• Ensure teams are well-versed in product knowledge, objection handling, compliance norms, and communication best practices.

• Create performance dashboards and scorecards to drive accountability and reward excellence.

4. Process Optimization & Operational Rigor

• Build and enforce SOPs, scripts, escalation protocols, and performance SLAs.

• Leverage CRM platform, analytics, and workflow automation to streamline team operations and reduce manual effort.

• Perform daily call audits and establish feedback loops to maintain and improve quality standards.

5. Cross-Functional Collaboration & Stakeholder Management

As a Pre-Sales Manager, you will closely collaborate with multiple internal teams to ensure a smooth, efficient, and customer-centric sales process. Your role is to act as a key liaison, driving alignment and continuous improvement across departments:

Product/Tech Team: Work with Tech to identify and implement tools, automation, and CRM enhancements that streamline the pre-sales workflow, reduce manual effort, and improve data accuracy. Collaborate on product feedback loops based on customer interactions to drive feature improvements and new capabilities.

Marketing Team: Align with Marketing to understand lead quality and campaign performance. Provide insights on customer objections and pain points that can inform targeted messaging, content, and campaign adjustments to improve lead engagement and conversion readiness.

Post-Sales/Customer Success Team: Coordinate with Post-Sales teams to ensure smooth handover after sales closure (where applicable) and gather feedback on customer satisfaction and product/service delivery. Use this information to refine pre-sales conversations and set accurate customer expectations.

Training & Learning & Development Team: Partner with L&D to design training curricula, onboarding processes, and continuous learning modules that upskill the sales team on product knowledge, sales techniques, compliance, and customer experience best practices. Ensure timely knowledge transfer when new products or processes are introduced.

Quality & Compliance Team: Work with Quality and Compliance to monitor call/chat audits, adherence to regulatory standards, and customer interaction quality. Drive corrective action plans and continuous improvement initiatives to maintain high standards and minimize compliance risks.

Required Qualifications

• Bachelor's degree in Business, Healthcare, or related field (MBA preferred)

• 4+ years of experience in sales or conversion-focused customer operations, ideally in high-volume or digital-first environments

• Proven experience managing large inside sales/chat/call teams (30–50+), including multi-layered teams with Team Leads and agents

• Strong background in team operations, including shrinkage, adherence, dispute resolution, and performance tracking

• Proficiency with CRM systems and sales analytics tools (extensive use)

• Excellent interpersonal, coaching, and decision-making skills

Preferred Qualifications

• Experience in HealthTech, InsureTech or other high-trust consumer businesses

• Exposure to AI tools, automation, or smart-assist platforms in customer engagement

• Background in BPO, voice/chat support centers, or contact center leadership

• Prior experience building and scaling pre-sales or inside sales functions in startup environments or as a Sales Trainer

What You’ll Get

• A high-ownership, high-impact role in a core business function

• A collaborative, mission-driven environment with fast learning and real influence

• The chance to work across product, growth, and operations to shape the future of healthcare access

• Growth and leadership opportunities as we scale