Proposal & Quoting Team Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop, implement, and maintain quoting processes, standards, guidelines, and procedures within the department effectively and continuously.

• Ensure that objectives are well-defined, progress is monitored, and results are evaluated regularly.

• Manage the quoting queue and backlog to meet or surpass Service Level Objectives (SLOs).

• Oversee scheduling, time, and utilization management of team members, ensuring that every hour is profitable and workflows and procedures are adhered to.

• Conduct proactive issue trending and data reporting aimed at improving key performance metrics.

• Execute employee evaluations, manage headcount, handle hiring, and oversee overall HR management for your department, fostering a culture of continuous improvement through feedback, coaching, and employee development.

• Communicate constructively with all stakeholders to ensure client expectations are met or exceeded.

• Review and manage the backlog of client quote requests to ensure services are scheduled and prioritized correctly.

• Provide prompt responses and guidance to client quote requests, either directly when necessary or through your team.

• Follow up with clients to confirm final resolution and assess satisfaction levels.

• Serve as an escalation point for critical client issues, managing communication with clients in collaboration with all departments.

• Assist Strategic Advisors and Client Relationship Managers with special or unique quoting requests.

• Continuously monitor market trends to establish standard models.

• Keep a close watch on margins to ensure targets are achieved.

• Oversee the company’s quoting and proposal templates.

• Collaborate across all departments to enhance overall client satisfaction.

• Maintain precise and current documentation through change management processes.

• Ensure your team produces high-quality administrative results, including real-time time entry, timely submission of timesheets and expenses, frequent and appropriate client communications, and overall professionalism.

• Review, revise, submit, and annotate any invoicing related to your department.

• Lead within the company by attending employee events, participating in meetings, promoting positive morale, and holding all employees accountable. Set the standard for exemplary client service.

• Conduct one-on-one meetings with staff to ensure objectives are clear, progress is tracked, and results are reviewed, fostering a culture of high performance.

• Host morning huddles and weekly L10 meetings for your team.

• Attend training events and maintain necessary partner management certifications.

• Maintain a thorough understanding of the products and services we offer.

• Perform additional duties as needed.

⛳️ Requirements

• A minimum of 5 years of relevant technical experience is required.

• A minimum of 5 years of relevant management or leadership experience is required.

• Experience in IT hardware and software sales is essential.

• Knowledge of domain and SSL management is required.

• Experience in IT service delivery and managing client expectations is necessary.

• Familiarity with ITIL standards and experience managing Microsoft licensing is required.

• Knowledge of ConnectWise Manage and ConnectWise Sell is necessary.

• Ability to present information to senior management clearly and concisely.

• Strong interpersonal and communication skills with the ability to build effective working relationships.

• Experience in business analysis, profit/loss responsibility, and a solid understanding of financial concepts is important.

• Excellent client service skills, with the capability to build trust relationships with clients and colleagues while remaining calm under pressure.

🏝️ Benefits

• Well-being & Support - Caring for our team extends beyond the workday. We provide a variety of benefits to support your overall well-being, including mental health and leave support through our Employee and Family Assistance Program, as well as financial wellness through company-matched 401(k)/RRSP plans. Whether it’s addressing today’s needs or planning for tomorrow’s goals, we’re here to help.

• Grow with Us – Whether you’re just beginning your career or ready to advance, we are dedicated to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to facilitate internal mobility.

• People-First Culture – We embody our values, support one another, and cultivate an environment where everyone feels they belong. We share a common goal of doing meaningful work, with autonomy, recognition, and a mission to serve those who serve.

• Transparent Leadership – With open communication and clear company goals, our leaders are actively involved, and our managers are here to support your growth every step of the way.