Customer Experience Sales Manager

Broadband Sales – Customer Experience Manager

Hybrid - some onsite days

Drive Growth. Elevate Customer Experience. Lead a High-Impact Team.

Talley is looking for a Broadband Sales – Customer Experience Manager who is passionate about leadership, sales excellence, and creating outstanding customer experiences. This role is ideal for a strategic, motivated leader who enjoys coaching a team, partnering with key customers, and driving measurable results in a fast-paced environment.

You will play a central role in our culture—leading, managing, and teaching every day. Through positive reinforcement, recognition, and clear expectations, you will guide a sales and customer experience team that consistently delivers on revenue targets, operational KPIs, and exceptional service.

What You'll Do

Lead & Develop a High-Performing Team

• Manage, coach, and mentor CX and sales staff, using positive reinforcement and recognition to drive performance.
• Conduct weekly one-on-one meetings with team members to review results, remove obstacles, and support development.
• Complete annual performance reviews in partnership with HR, ensuring clear goals and growth plans.
• Delegate and manage workflow across the team, using reporting and analysis to balance workload and improve responsiveness.
• Model Talley's Mission, Shared Principles, and Big Goal leadership principles in all interactions.

Own the Customer Experience

• Monitor and level-load incoming customer interactions so that inquiries are handled promptly by available staff.
• Provide front-line queue support (minimum of 4 hours daily AUX-IN) to stay close to customers and support your team.
• Take ownership of mid-level and Executive relationships with key and complex accounts.
• Listen to and resolve customer complaints, turning challenges into opportunities to strengthen relationships.
• Service focus accounts to drive growth and ensure high customer satisfaction.

Drive Sales & Market Growth

• Oversee quote and order entry accuracy and timeliness.
• Evaluate quote status using dynamic follow-up dates, ensuring proactive follow-through.
• Service, evaluate, and upsell customer requests using Maximizing Sales Ops methodologies.
• Discover and develop new sales opportunities through inbound prospecting.
• Provide regional