Manager, Presales Triage

Description

The Manager, Presales Triage is responsible for leading the team and operating model that receives, reviews, qualifies, routes, and tracks incoming presales support requests. The primary objective of this role is to ensure each request reaches the right technical resource with the necessary context, priority, ownership, and visibility to support a timely and effective seller and customer experience.

This leader manages daily intake operations, workload balancing, assignment quality, service-level performance, escalation handling, and process governance across the presales organization. The Manager, Presales Triage partners closely with sales, Inside Solutions Architects (ISAs), Client Solutions Architects (CSAs), Solutions Architects (SAs), services, operations, practice leaders, and business systems teams to improve request quality, reduce delays, clarify ownership, and maintain accurate reporting.

The ideal candidate is a strong people and operations leader who understands presales workflows, can make sound routing decisions across multiple technology practices, and uses data to improve capacity, consistency, accountability, and customer outcomes. This role requires excellent judgment, communication, process discipline, and the ability to lead through changing priorities in a fast-paced sales environment.

Responsibilities

The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, coach, and develop the Presales Triage team responsible for intake, initial qualification, assignment, tracking, and follow-through of presales support requests.
• Own the daily triage operating rhythm, including queue monitoring, request review, prioritization, assignment, reassignment, aging management, escalation, and closure validation.
• Ensure incoming requests contain sufficient customer, opportunity, technology, timeline, business need, and engagement information before assignment.
• Route requests to the appropriate ISA, CSA, SA, practice, services, or specialty resource based on technical scope, customer need, sales segment, geography, capacity, and urgency.
• Balance workloads across available presales resources while accounting for skills, practice alignment, active opportunity volume, deadlines, and strategic priorities.
• Establish and maintain clear triage standards, service-level expectations, assignment rules, escalation paths, documentation requirements, and handoff procedures.
• Partner with presales leaders to maintain current coverage models, skills matrices, availability information, assignment logic, and backup plans.
• Serve as the leadership escalation point for unassigned, unclear, aged, misrouted, high-risk, or time-sensitive requests and drive timely resolution.
• Monitor intake volume, assignment speed, SLA attainment, queue aging, reassignment rates, request quality, workload distribution, and cycle time.
• Analyze recurring intake issues, missing information, capacity constraints, and bottlenecks; implement improvements that reduce friction and rework.
• Drive accurate opportunity ownership, presales attribution, status updates, activity tracking, and reporting within required systems.
• Partner with sales leaders and sellers to improve request quality and clarify when and how to engage ISA, CSA, SA, services, and specialty resources.
• Create dashboards, business reviews, and leadership updates that communicate demand, capacity, SLA performance, risks, trends, and recommended actions.
• Lead process documentation, standard work, training, and change management for triage workflows, tools, routing rules, and reporting requirements.
• Identify opportunities to use automation, AI, workflow tools, and standardized data to improve intake quality, assignment accuracy, speed, and reporting reliability.
• Coordinate with systems, operations, and reporting teams to improve forms, queues, notifications, dashboards, integrations, and data quality controls.
• Conduct regular one-on-one meetings, team meetings, performance discussions, development planning, and structured coaching.
• Participate in recruiting, interviewing, onboarding, and ramp planning while supporting engagement, retention, and succession readiness.
• Ensure triage activities align with company policies, customer commitments, data-handling expectations, ethical standards, and presales governance.

Education Requirement

BA/BS in Business Administration, Information Technology, Operations Management, Management Information Systems, or a related field, or equivalent practical experience.

Certification Requirements

• Current training or certifications in sales operations, CRM administration, project management, service management, process improvement, data analytics, or technical sales are preferred.
• Preferred credentials may include Microsoft Dynamics 365, Microsoft Power Platform, ITIL Foundation, Lean Six Sigma, PMP, CAPM, or comparable vendor and industry certifications.
• Demonstrated commitment to maintaining relevant knowledge of enterprise technology practices, presales workflows, reporting methods, automation, and AI-enabled productivity tools.

Required Experience

• Minimum of 7+ years of experience in presales operations, sales operations, technical sales support, service desk, resource coordination, workflow management, or a related role.
• Minimum of 3+ years of experience leading, managing, mentoring, or formally coaching an operational, technical support, sales support, or presales coordination team.
• Demonstrated experience managing intake queues, request assignment, workload balancing, service-level expectations, escalations, and cross-functional handoffs.
• Working knowledge of enterprise technology practices, including networking, security, datacenter, storage, cloud, digital workplace, collaboration, and services.
• Experience using CRM, workflow, ticketing, collaboration, reporting, and productivity platforms to manage requests, ownership, status, and performance.
• Demonstrated ability to analyze volume, aging, SLA, capacity, cycle-time, assignment, rework, and data-quality trends and convert findings into action plans.
• Experience developing standard operating procedures, routing rules, escalation paths, training materials, dashboards, and process documentation.
• Proven ability to manage competing priorities, incomplete information, resource constraints, urgent requests, and organizational change.
• Excellent written, verbal, facilitation, presentation, and stakeholder communication skills.
• Strong coaching, conflict-resolution, decision-making, problem-solving, process-improvement, and relationship-management skills.
• Demonstrated ability to establish accountability, build trust, improve consistency, and create a customer- and seller-focused culture.
• Ability to communicate effectively with sellers, presales specialists, technical leaders, operations teams, services organizations, and executives.

Key Metrics That Define Success

• Time from request submission to initial review, qualification, and assignment.
• SLA attainment, queue aging, backlog health, and timely resolution of escalated or unassigned requests.
• Assignment accuracy, reassignment rate, routing consistency, and alignment between request scope and resource skills.
• Quality and completeness of intake information, opportunity records, ownership data, status updates, and presales attribution.
• Balanced workload distribution and effective use of ISA, CSA, SA, services, and specialty capacity.
• Reduction in preventable delays, duplicate requests, routing errors, incomplete submissions, and manual rework.
• Seller and presales satisfaction with triage responsiveness, communication, clarity, consistency, and business value.
• Accuracy and usefulness of operational dashboards, reports, forecasts, and leadership updates.
• Team capability growth, engagement, retention, cross-training, development, and readiness for expanded responsibilities.
• Workflow, automation, AI, process, and reporting improvements that increase speed, capacity, and customer outcomes.

About You

• You are an organized, hands-on leader who brings structure and calm to a high-volume environment with changing priorities.
• You make thoughtful assignment and escalation decisions by balancing customer urgency, seller needs, technical scope, resource skills, and capacity.
• You are comfortable working across multiple technology practices and know when additional technical expertise is required.
• You use data to identify patterns, improve processes, and hold the team accountable without losing sight of the context behind the numbers.
• You communicate clearly, close loops, surface risks early, and ensure ownership is understood across teams.
• You look for practical ways to use automation and AI to reduce manual effort, improve data quality, and create a better user experience.
• You build trust through fairness, transparency, consistency, sound judgment, and dependable follow-through.

Experience

7 Years

Apply By

Dec 5, 2026

Required Skills

• Workflow Platforms
• Leadership
• coaching
• Communication
• Decision Making
• Problem Solving
• Process Improvement
• Stakeholder Management
• Team Management
• Data-Driven Decision Making
• Presales Operations
• reporting platforms
• CRM
• enterprise technology practices
• Cross-Functional Handoffs
• Escalation Handling
• Service-Level Management
• Workload Balancing
• intake queue management
• Workflow Management
• Resource Coordination
• Service Desk
• Technical Sales Support
• Sales Operations

Nice to Have Skills

• Artificial Intelligence Applications
• Automation Tools
• PMP
• Lean Six Sigma
• ITIL Foundation
• Microsoft Power Platform
• Microsoft Dynamics 365
• Data Analytics
• Service Management
• Project Management
• CRM Administration
• sales operations certification