Client Experience, Team Lead (Inside Sales)



About Us: 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 450 team members, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients.  This position will report to the Inside Sales Manager.

Position Overview: 

Microserve is looking for a Client Experience Team Lead to join our growing Sales team.  The Client Experience, Team Lead will support our BC team.   This role performed remotely anywhere within BC.      


Reporting into the Client Experience Sales Manager you will be responsible for coaching and directing the day to day operational/sales tasks for Client Experience Specialists all while managing the same work tasks for your own key accounts. You will lead a team to help Position and sell Microserve’ s full range of IT solutions and services to new and existing clients either independently or as part of a larger account team 


The Client Experience, Team Lead’s primary goal is ensuring our clients get the best possible experience when collaborating with us. As the Client Experience Team Lead, you will work with your team of Client Experience Specialists, our Account Executives and clients by providing solutions that best suit their technology needs, including a combination of client devices, peripherals and infrastructure products (hardware, software and services).   


Your team will be supporting the Account Executives by maintaining client relationships, providing quotes, booking their orders and communicating ETA to ensure client satisfaction. You will liaise between clients and internal teams to ensure the timely and successful delivery of our solutions according to our client needs and company goals.   


At Microserve, we pride ourselves in providing our clients with innovative product solutions that meet a high standard of excellence.  If this sounds like the role for you, please review the responsibilities and requirement below. If you are looking to join a growing Sales team, get mentored by the best and grow your leadership skills in IT sales, be a “player/coach” then this is the role for you! 


Role Responsibilities: 

Client experience team lead related responsibilities 

  • Coach and direct a team of Client Experience Specialists in relation to the day-to-day work they are assigned to complete per their assigned clients/Account Executives 
  • Act as the escalation point for you team members when they are experiencing challenges or issues  
  • Help support your team through any issues that come up related to product availability and delivery ETAs 
  • Responsible for maintaining and improving quality results by following standards; recommending improved policies & procedures 
  • Responsible for monitoring team’s key performance indicators 
  • Train and onboard new team members 
  • Manage employee performance related concerns in collaboration with the Client Experience Sales Manager and Human Resources as needed 
  • Responsible for the admin related tasks related to managing employees; time off request, sick time, etc.; 
  • Responsible for delivering coaching and year end performance reviews in collaboration with Client Experience Sales Manager 
  • Collaboratively work with Account Executives and Services for client opportunities towards a successful close 
  • Participate in monthly 1:1’s with all your team members 
  • Participate in Sales meetings as required 
  • Look into your team’s open sales orders and manage the overall order lifecycle. 
  • Make sure the team participates and completes their assigned manufacturer training and courses. 
  • Monitor the service board for open tickets and their ages . Collaborate with CES to help address the gaps to resolve closure of open tickets.  


Client Experience Specialist related responsibilities 

  • Collaboratively work with Account Executives and Services for client opportunities towards a successful close 
  • Identify and leverage manufacturer and supplier resources to help facilitate customer requirements 
  • Follow up on leads and client inquiries 
  • Gather information on client business requirements in order to propose best-fit technology solutions 
  • Maintain a strong understanding of vendor pricing programs 
  • Produce and present quotes and proposals to clients, including identifying appropriate SKUs, configuring solutions, registering deals with manufacturers, and any other activities required to produce a competitive and timely quote 
  • Respond to client RFQs and other procurement requests independently or as part of a larger response team, including taking responsibility for product selection and pricing sections of RFP responses for your assigned accounts 
  • Maintain ongoing relationships and look for opportunities to grow relationships within assigned accounts  
  • Fill orders by transferring orders to fulfillment; communicating expected delivery date; monitoring and following up on status of orders created in the system until they are successfully delivered and invoiced 
  • Updates job knowledge by studying new product descriptions, participating in assigned educational vendor certification courses.  
  • Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job role.  
  • Create and maintain activities and all communication in opportunities for projects that are led by Inside Sales  
  • Warm and cold calling to new and existing clients 
  • Participate in call-based and other marketing or lead generation campaigns as required 



  • Exposure to all phases in the sales process is strongly preferred. 
  • Relevant post-secondary education is highly desirable. 
  • Minimum 2 years of experience in a sales role. 
  • Minimum 2 years of experience in leading a team. 
  • Excellent organizational skills and attention to detail. 
  • Strong written and verbal communication skills in English. 
  • Ability to work independently in a self-directed manner as well as within a team. 
  • Experience working in the IT industry is an asset 
  • Strong computer skills including Microsoft Office is a requirement 
  • Technical skills including capability to do light configurations of servers, switches, routers and client devices.  
  • Experience with CRM Tools 
  • Basic understanding of B2B sales process. 

How to Apply

Please apply on our website at