Manager, Customer Support
Location: Houston, Texas metro area candidates only (onsite 2-days a week — hybrid work environment)
Immediate Supervisor: Chief Customer Officer
Travel: Up to 20% travel as necessary for customer escalations, team events, and industry conferences
Salary Range: $90,000 - $110,000 base salary range
About PCS
With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers is a leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics. With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.
Job Description
As the Manager, Customer Support at PCS Software, you will lead and develop a world-class customer support organization that is passionately focused on delivering exceptional customer value. You will be responsible for building and scaling a proactive, technology-enabled support team that resolves customer issues with urgency, empathy, and expertise — driving first-touch resolution, seamless cross-functional collaboration, and a consistently outstanding customer experience across every interaction.
This is a people-first leadership role. You will own the day-to-day performance of the Customer Support organization — managing a team of 5 or more direct reports across all support tiers, driving continuous improvement in operations and processes, and serving as a critical bridge between customers, the Customer Success team, and PCS Product and Engineering. Your team is not simply a reactive help desk — it is a strategic function within the broader Customer Experience (CXT) organization, actively contributing to customer retention, revenue protection, and growth.
Responsibilities
Team Leadership & Development
• Lead, coach, and develop a high-performing Customer Support team of 5 or more team members across Specialist, Senior Specialist, and Team Lead levels.
• Set clear performance expectations, conduct regular one-on-ones, deliver call coaching and calibration sessions, and perform annual performance reviews.
• Foster a culture of accountability, continuous learning, customer obsession, and professional excellence aligned with PCS CXT values.
• Own new hire onboarding and ongoing training and development for all Customer Support team members in partnership with the Manager, Customer Training.
• Act as a delegate and decision-making authority for the Customer Success organization when needed, supporting cross-functional leadership continuity.
Customer Support Operations
• Oversee all customer support operations across phone, email, chat, and ticketing channels — ensuring timely, high-quality resolution of customer issues at every tier.
• Champion first-touch resolution across the team, ensuring Tier 1 issues are resolved without unnecessary escalation and that escalation paths are seamless and client-transparent when escalation is required.
• Manage and continuously improve support workflows, escalation protocols, and service level processes to deliver a consistent, world-class customer experience.
• Handle escalated customer cases personally when required, including executive-level customer issues requiring senior leadership engagement.
• Maintain deep familiarity with the PCS TMS platform and Cortex AI capabilities to support the team and engage directly with customers on complex issues.
Performance Management & Reporting
• Monitor and analyze key support performance metrics including CSAT, first response time, resolution time, first contact resolution (FCR), call coaching scores, and calibration scores.
• Deliver regular performance reports and portfolio health updates to the Chief Customer Officer and CXT leadership.
• Identify performance trends, address gaps proactively, and implement targeted improvement initiatives to meet and exceed organizational KPIs.
• Manage team capacity, ticket volume, and staffing alignment to maintain service level commitments across a 24/7/365 support environment.
AI, Technology & Knowledge Management
• Champion the adoption of AI tools — including Rovo, Claude, Microsoft Copilot, and other emerging platforms — to enhance support delivery, increase team efficiency, and improve customer outcomes.
• Partner with the Manager, Customer Training to ensure the knowledge base, self-service resources, and AI-assisted support workflows are current, accurate, and effective.
• Collaborate with Product and Engineering teams to surface recurring customer issues, advocate for platform improvements, and close the feedback loop between support data and product development.
• Drive continuous improvement in support tooling, including Salesforce, Zoom Contact Center, Confluence, and JIRA, ensuring the team has what it needs to perform at the highest level.
Cross-Functional Collaboration & Revenue Impact
• Partner closely with Customer Success Managers across the Enterprise, Mid-Market, and SMB tiers to ensure a unified, seamless customer experience across the CXT organization.
• Actively identify retention risks and revenue growth opportunities surfaced through support interactions, and communicate these to the appropriate CS or Account Management team members.
• Collaborate with the Manager, Customer Training on internal team enablement, product update communications, and ongoing skill development for the Support organization.
• Represent the Customer Support organization in cross-functional leadership meetings, QBRs, and strategic planning sessions as directed by the Chief Customer Officer.
Why Join PCS?
• Competitive salary and benefits package.
• Opportunity to make a significant impact on our customers' success.
• Collaborative work environment with a focus on professional development.
• Be part of a growing company at the forefront of TMS technology.
The PCS team is our most important competitive advantage. We are intentional about our culture, and we welcome everyone to come ready to participate in contributing to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunities for every employee at every level.
PCS offers a comprehensive benefits package consisting of medical, dental, vision, with options to elect disability and life insurance plans, unlimited PTO, hybrid work environment, training, and development opportunities, and up to a 4% match on 401k contributions.
Work Authorization
No calls or agencies please. PCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
This job description provides many examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.
PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted.
Third party agency submissions will not be accepted for this position.
Requirements:Experience & Background
• Minimum of 5+ years of experience in customer support, technical support, or customer success in a B2B SaaS environment.• Minimum of 2+ years of people management experience leading a customer-facing support team.• Proven track record of building or significantly improving a support organization's performance, processes, and culture.• Experience in the transportation, logistics, or supply chain industry strongly preferred.• Bachelor's degree in Business, Computer Science, STEM, or related field preferred.• Candidates should have a home base in Houston, Texas, and the ability to work in a hybrid work environment (minimum of 2 days in the office weekly).
Skills & Competencies
• Exceptional leadership and people development skills with the ability to coach, motivate, and hold a team accountable to high standards.• Strong customer empathy and a genuine passion for delivering world-class support experiences.• Excellent communication skills — oral and written — with the ability to engage confidently with customers, internal stakeholders, and executive leadership.• Data-driven mindset with ability to analyze support metrics, identify trends, and implement evidence-based improvements.• Strong conflict resolution and escalation management skills with the ability to remain calm, empathetic, and decisive under pressure.• Strategic thinker who understands how support performance connects to retention, revenue, and customer lifetime value.• Proactive, self-motivated, and persistent with a high 'Do/Say' ratio.
Technical Skills
• Proficiency in Salesforce CRM for case management, reporting, and workflow management.• Experience with Zoom Contact Center or similar call center platform for team management, quality monitoring, and performance reporting.• Familiarity with Confluence and JIRA for knowledge management and ticket workflows.• Hands-on experience with AI tools (Rovo, Claude, Microsoft Copilot, or similar) to enhance support operations and team productivity.• Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and presentations.• Familiarity with the PCS TMS platform or similar transportation management software (or demonstrated ability to learn quickly).• Understanding of API integrations and data concepts relevant to supporting enterprise SaaS customers.
Essential Physical Requirements
This position requires the ability to sit for extended periods, use a computer and telephone, and occasionally lift to twenty-five pounds. This role involves travel up to 20% of the time, which may include walking through airports and navigating client sites. Visual acuity, manual dexterity, and effective verbal communication are essential. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
General Physical Activities Required
• Sitting: Frequently required for computer work, virtual meetings, and travel.• Standing and walking: Occasionally required during in-person meetings, office movement, or travel-related activities.• Lifting and carrying: Occasionally required to handle materials or equipment (typically up to 25 lbs.).• Reaching and handling: Occasionally required for office tasks such as filing, using office equipment, or setting up presentations.
Travel-Related Requirements
• Mobility: Ability to travel independently by car, plane, or other means up to 20% of the time.• Navigating unfamiliar environments: May include walking through airports, hotels, or client sites.
Office and Hybrid Work Conditions
• Visual acuity: Required for reading documents, using a computer and virtual communication.• Manual dexterity: Required for typing, using a mouse, and handling office tools.• Speech and hearing: Required for phone and video communication with clients and team members.
Environmental Conditions
• Indoor office environment: Most work occurs in climate-controlled settings.• Remote work environment: Must be able to work effectively from a home office setup.• Occasional exposure to different environments: During travel, you may encounter varied conditions (e.g., weather, noise levels).
Read LessDepartment: Marketing
Location: Houston, Texas – Hybrid work environment (2 days in office per week); alternative work locations include Denver, Colorado or Boise, Idaho
Travel: Up to 30% as necessary, including overnight and air travel
Reports To: Vice President, Marketing
Employment Classification: Full-Time, Salary Non-Exempt
Salary Range: $60,000 – $75,000 base salary + discretionary annual bonus of up to 5%
Experience Level: Entry Level to Intermediate – 1 to 5 years of experience
Education Requirements: Bachelor’s degree in Marketing, Business, or a related technical field
About PCS Software, Inc.
With thirty years of proven reliability, PCS Software, Inc. is the all-in-one Transportation Management System trusted by 1,000+ carriers and brokers as the leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle — from planning and execution to compliance and analytics. With Cortex AI embedded, PCS TMS turns data into decisions, helping customers work smarter, faster, and more profitably every day.
Role Summary
This is primarily a data, systems, and coordination role. The Marketing & Sales Operations Coordinator is the operational backbone of the sales and marketing function — owning lead data quality in Salesforce, supporting the sales team's use of sales engagement tools, and ensuring that leads and activities are tracked, routed, and dispositioned accurately. Field marketing event support is a component of this role, not its defining function. Candidates who thrive here are detail-oriented, process-driven, and genuinely comfortable working inside CRM and marketing automation platforms every day.
Responsibilities
Inbound Lead Coordination & CRM Data Quality
? Respond to and qualify inbound demo requests received via form fills, phone, and email.
? Verify prospect fit against Ideal Customer Profile (ICP) criteria — including location, truck count, and account type.
? Route qualified leads to the correct Account Executive by territory.
? Maintain accurate, complete, and timely lead and activity records in Salesforce — data quality in the CRM is a core accountability of this role.
? Generate basic pipeline and lead activity reports in Salesforce to support marketing and sales visibility.
Sales Systems & Operations Support
? Support day-to-day use of SalesLoft and Consensus — help sales reps troubleshoot, use cadences correctly, and locate the resources they need.
? Assist Marketing Operations with onboarding and training of sales and marketing team members on key platforms.
? Surface recurring platform issues or workflow improvement ideas to the Marketing Operations Specialist.
? Support the execution of SalesLoft cadences in partnership with the Senior Marketing Manager.
? Assist with maintaining accurate data and list hygiene across Salesforce and marketing automation platforms.
Sales–Marketing Liaison
? Serve as the go-to resource for how leads and activities should be logged and tracked across systems.
? Follow up on event-sourced leads and ensure disposition and outcomes are captured accurately in Salesforce.
? Identify and flag process gaps or breakdowns between Marketing and Sales to the Vice President of Marketing.
Event & Field Marketing Support (Supporting Function)
This is a supporting function within the role, not its primary focus. Candidates should not expect the majority of their time to be spent on event coordination.
? Coordinate with Account Executives to pull prospect and target account lists for events.
? Execute post-event follow-up outreach and ensure all event-sourced leads are captured in Salesforce.
? Assist the Senior Field Marketing Specialist with on-site logistics and materials coordination as needed.
Accommodation Statement (ADA Compliance)
PCS Software, Inc. complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state and local disability laws. We are committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application and hiring process. If you require a reasonable accommodation to perform the essential functions of this position or to participate in any part of the hiring process, please contact Human Resources. All accommodation requests will be considered on a case-by-case basis in accordance with applicable law.
Why Join PCS?
• Competitive salary and comprehensive benefits package.
• Opportunity to make a significant impact on our customers’ success.
• Collaborative work environment with a focus on professional development.
• Be part of a growing company at the forefront of TMS technology.
At PCS Software, you are part of a team transforming how our customers operate and succeed. We are committed to investing in our marketing and sales teams and empowering our people with the tools, training, and support needed to make a real impact. The PCS team is our most important competitive advantage. We are intentional about our culture of innovation, and we welcome everyone ready to contribute to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level.
Benefits
PCS offers a comprehensive benefits package including medical, dental, and vision coverage, with options to elect disability and life insurance plans, unlimited PTO, a hybrid work environment, training and development opportunities, and up to a 4% match on 401(k) contributions.
Work Authorization
No calls or agencies, please. We will only employ those who are legally authorized to work in the United States without sponsorship. This position is not eligible for visa sponsorship now or in the future. Individuals who currently hold or will require temporary visas (including but not limited to E, F-1, H-1B, H-2, L, B, J, or TN visas) are not eligible for this position.
Equal Opportunity Employer
PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, marital status, political affiliation, sexual orientation, gender identity or expression, genetic information, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing a workplace free of any discrimination or harassment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Description Disclaimer
This job description provides examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed that are not specifically described in this document. PCS Software, Inc. reserves the right to modify this job description at any time to meet business needs.
We thank all respondents for their interest. However, only those selected for an interview will be contacted.
Third-party agency submissions will not be accepted for this position.
Requirements:Qualifications
Education & Experience
? Bachelor's degree in Marketing, Business, or a related technical field required.
? 1 to 5 years of experience in a sales support, marketing operations, CRM coordination, or related role preferred.
? Demonstrated experience working inside a CRM platform — Salesforce strongly preferred — as a daily tool, not occasional user.
? Experience in B2B SaaS or transportation/logistics technology is a plus.
Technical Skills
? Salesforce CRM — lead and activity logging, pipeline tracking, and reporting; prior experience strongly preferred and will be a differentiating factor in hiring.
? HubSpot — marketing automation, contact management, and campaign reporting; prior experience a plus.
? SalesLoft — sales engagement platform; training provided, prior exposure preferred.
? Consensus — demo automation platform; training provided.
? Microsoft Office Suite — Word, Excel, PowerPoint, and Outlook at a professional working level.
? Microsoft SharePoint — document management, team collaboration, and file sharing.
? AI-Powered Tools — familiarity with AI-assisted tools for content creation, lead scoring, or outreach automation (e.g., ChatGPT, Copilot, Jasper, Lavender); willingness to adopt emerging AI capabilities required.
Core Competencies
? Exceptional attention to detail — you notice when data is wrong and you fix it.
? Process-oriented mindset — you prefer clear workflows and improve them when they break down.
? Comfortable managing multiple stakeholders (sales reps, marketing managers) with competing priorities.
? Strong written communication skills for follow-up outreach and internal coordination.
? Self-motivated and organized with the ability to manage tasks independently in a hybrid environment.
Physical Requirements
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to remain in a stationary position (seated or standing) for extended periods of time.Ability to frequently move about the office and at event venues.Ability to occasionally lift, carry, push, or pull objects weighing up to 25 pounds, including event materials, swag boxes, and equipment.Ability to travel up to 30% of the time, including overnight travel by air and ground transportation, to support field marketing events and other business needs, indoors and outdoors.Ability to operate standard office equipment including a computer, telephone, printer, and related peripherals.Visual acuity sufficient to read documents, computer screens, and mobile devices for extended periods.Manual dexterity sufficient to type, write, and handle event logistics materials as needed. Read LessDepartment: Marketing
Location: Houston, Texas – Hybrid work environment (2 days in office per week); alternative work locations include Denver, Colorado or Boise, Idaho
Travel: Up to 30% as necessary, including overnight and air travel
Reports To: Vice President, Marketing
Employment Classification: Full-Time, Salary Non-Exempt
Salary Range: $60,000 – $75,000 base salary + discretionary annual bonus of up to 5%
Experience Level: Entry Level to Intermediate – 1 to 5 years of experience
Education Requirements: Bachelor’s degree in Marketing, Business, or a related technical field
About PCS Software, Inc.
With thirty years of proven reliability, PCS Software, Inc. is the all-in-one Transportation Management System trusted by 1,000+ carriers and brokers as the leading provider of transportation management solutions. With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.
Role Summary
This is primarily a data, systems, and coordination role. The Marketing & Sales Operations Coordinator is the operational backbone of the sales and marketing function — owning lead data quality in Salesforce, supporting the sales team's use of sales engagement tools, and ensuring that leads and activities are tracked, routed, and dispositioned accurately. Field marketing event support is a component of this role, not its defining function. Candidates who thrive here are detail-oriented, process-driven, and genuinely comfortable working inside CRM and marketing automation platforms every day.
Responsibilities
Inbound Lead Coordination & CRM Data Quality
Respond to and qualify inbound demo requests received via form fills, phone, and email.Verify prospect fit against Ideal Customer Profile (ICP) criteria — including location, truck count, and account type.Route qualified leads to the correct Account Executive by territory.Maintain accurate, complete, and timely lead and activity records in Salesforce — data quality in the CRM is a core accountability of this role.Generate basic pipeline and lead activity reports in Salesforce to support marketing and sales visibility.Sales Systems & Operations Support
Support day-to-day use of SalesLoft and Consensus — help sales reps troubleshoot, use cadences correctly, and locate the resources they need.Assist Marketing Operations with onboarding and training of sales and marketing team members on key platforms.Surface recurring platform issues or workflow improvement ideas to the Marketing Operations Specialist.Support the execution of SalesLoft cadences in partnership with the Senior Marketing Manager.Assist with maintaining accurate data and list hygiene across Salesforce and marketing automation platforms.Sales–Marketing Liaison
Serve as the go-to resource for how leads and activities should be logged and tracked across systems.Follow up on event-sourced leads and ensure disposition and outcomes are captured accurately in Salesforce.Identify and flag process gaps or breakdowns between Marketing and Sales to the Vice President of Marketing.Event & Field Marketing Support (Supporting Function)
This is a supporting function within the role, not its primary focus. Candidates should not expect the majority of their time to be spent on event coordination.
Coordinate with Account Executives to pull prospect and target account lists for events.Execute post-event follow-up outreach and ensure all event-sourced leads are captured in Salesforce.Assist the Senior Field Marketing Specialist with on-site logistics and materials coordination as needed.Accommodation Statement (ADA Compliance)
PCS Software, Inc. complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state and local disability laws. We are committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application and hiring process. If you require a reasonable accommodation to perform the essential functions of this position or to participate in any part of the hiring process, please contact Human Resources. All accommodation requests will be considered on a case-by-case basis in accordance with applicable law.
Why Join PCS?
• Competitive salary and comprehensive benefits package.
• Opportunity to make a significant impact on our customers’ success.
• Collaborative work environment with a focus on professional development.
• Be part of a growing company at the forefront of TMS technology.
At PCS Software, you are part of a team transforming how our customers operate and succeed. We are committed to investing in our marketing and sales teams and empowering our people with the tools, training, and support needed to make a real impact. The PCS team is our most important competitive advantage. We are intentional about our culture of innovation, and we welcome everyone ready to contribute to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level.
Benefits
PCS offers a comprehensive benefits package including medical, dental, and vision coverage, with options to elect disability and life insurance plans, unlimited PTO, a hybrid work environment, training and development opportunities, and up to a 4% match on 401(k) contributions.
Work Authorization
No calls or agencies, please. We will only employ those who are legally authorized to work in the United States without sponsorship. This position is not eligible for visa sponsorship now or in the future. Individuals who currently hold or will require temporary visas (including but not limited to E, F-1, H-1B, H-2, L, B, J, or TN visas) are not eligible for this position.
Equal Opportunity Employer
PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, marital status, political affiliation, sexual orientation, gender identity or expression, genetic information, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing a workplace free of any discrimination or harassment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Description Disclaimer
This job description provides examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed that are not specifically described in this document. PCS Software, Inc. reserves the right to modify this job description at any time to meet business needs.
We thank all respondents for their interest. However, only those selected for an interview will be contacted.
Third-party agency submissions will not be accepted for this position.
Requirements:Qualifications
Education & Experience
? Bachelor's degree in Marketing, Business, or a related technical field required.
? 1 to 5 years of experience in a sales support, marketing operations, CRM coordination, or related role preferred.
? Demonstrated experience working inside a CRM platform — Salesforce strongly preferred — as a daily tool, not occasional user.
? Experience in B2B SaaS or transportation/logistics technology is a plus.
Technical Skills
? Salesforce CRM — lead and activity logging, pipeline tracking, and reporting; prior experience strongly preferred and will be a differentiating factor in hiring.
? HubSpot — marketing automation, contact management, and campaign reporting; prior experience a plus.
? SalesLoft — sales engagement platform; training provided, prior exposure preferred.
? Consensus — demo automation platform; training provided.
? Microsoft Office Suite — Word, Excel, PowerPoint, and Outlook at a professional working level.
? Microsoft SharePoint — document management, team collaboration, and file sharing.
? AI-Powered Tools — familiarity with AI-assisted tools for content creation, lead scoring, or outreach automation (e.g., ChatGPT, Copilot, Jasper, Lavender); willingness to adopt emerging AI capabilities required.
Core Competencies
? Exceptional attention to detail — you notice when data is wrong and you fix it.
? Process-oriented mindset — you prefer clear workflows and improve them when they break down.
? Comfortable managing multiple stakeholders (sales reps, marketing managers) with competing priorities.
? Strong written communication skills for follow-up outreach and internal coordination.
? Self-motivated and organized with the ability to manage tasks independently in a hybrid environment.
Read LessDepartment: Marketing
Location: Houston, Texas – Hybrid work environment (2 days in office per week); alternative work locations include Denver, Colorado or Boise, Idaho
Travel: Up to 30% as necessary, including overnight and air travel
Reports To: Vice President, Marketing
Employment Classification: Full-Time, Salary Non-Exempt
Salary Range: $60,000 – $75,000 base salary + discretionary annual bonus of up to 5%
Experience Level: Entry Level to Intermediate – 1 to 5 years of experience
Education Requirements: Bachelor’s degree in Marketing, Business, or a related technical field
About PCS Software, Inc.
With thirty years of proven reliability, PCS Software, Inc. is the all-in-one Transportation Management System trusted by 1,000+ carriers and brokers as the leading provider of transportation management solutions. With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.
Role Summary
This is primarily a data, systems, and coordination role. The Marketing & Sales Operations Coordinator is the operational backbone of the sales and marketing function — owning lead data quality in Salesforce, supporting the sales team's use of sales engagement tools, and ensuring that leads and activities are tracked, routed, and dispositioned accurately. Field marketing event support is a component of this role, not its defining function. Candidates who thrive here are detail-oriented, process-driven, and genuinely comfortable working inside CRM and marketing automation platforms every day.
Responsibilities
Inbound Lead Coordination & CRM Data Quality
? Respond to and qualify inbound demo requests received via form fills, phone, and email.
? Verify prospect fit against Ideal Customer Profile (ICP) criteria — including location, truck count, and account type.
? Route qualified leads to the correct Account Executive by territory.
? Maintain accurate, complete, and timely lead and activity records in Salesforce — data quality in the CRM is a core accountability of this role.
? Generate basic pipeline and lead activity reports in Salesforce to support marketing and sales visibility.
Sales Systems & Operations Support
? Support day-to-day use of SalesLoft and Consensus — help sales reps troubleshoot, use cadences correctly, and locate the resources they need.
? Assist Marketing Operations with onboarding and training of sales and marketing team members on key platforms.
? Surface recurring platform issues or workflow improvement ideas to the Marketing Operations Specialist.
? Support the execution of SalesLoft cadences in partnership with the Senior Marketing Manager.
? Assist with maintaining accurate data and list hygiene across Salesforce and marketing automation platforms.
Sales–Marketing Liaison
? Serve as the go-to resource for how leads and activities should be logged and tracked across systems.
? Follow up on event-sourced leads and ensure disposition and outcomes are captured accurately in Salesforce.
? Identify and flag process gaps or breakdowns between Marketing and Sales to the Vice President of Marketing.
Event & Field Marketing Support (Supporting Function)
This is a supporting function within the role, not its primary focus. Candidates should not expect the majority of their time to be spent on event coordination.
? Coordinate with Account Executives to pull prospect and target account lists for events.
? Execute post-event follow-up outreach and ensure all event-sourced leads are captured in Salesforce.
? Assist the Senior Field Marketing Specialist with on-site logistics and materials coordination as needed.
Accommodation Statement (ADA Compliance)
PCS Software, Inc. complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state and local disability laws. We are committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application and hiring process. If you require a reasonable accommodation to perform the essential functions of this position or to participate in any part of the hiring process, please contact Human Resources. All accommodation requests will be considered on a case-by-case basis in accordance with applicable law.
Why Join PCS?
• Competitive salary and comprehensive benefits package.
• Opportunity to make a significant impact on our customers’ success.
• Collaborative work environment with a focus on professional development.
• Be part of a growing company at the forefront of TMS technology.
At PCS Software, you are part of a team transforming how our customers operate and succeed. We are committed to investing in our marketing and sales teams and empowering our people with the tools, training, and support needed to make a real impact. The PCS team is our most important competitive advantage. We are intentional about our culture of innovation, and we welcome everyone ready to contribute to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level.
Benefits
PCS offers a comprehensive benefits package including medical, dental, and vision coverage, with options to elect disability and life insurance plans, unlimited PTO, a hybrid work environment, training and development opportunities, and up to a 4% match on 401(k) contributions.
Work Authorization
No calls or agencies, please. We will only employ those who are legally authorized to work in the United States without sponsorship. This position is not eligible for visa sponsorship now or in the future. Individuals who currently hold or will require temporary visas (including but not limited to E, F-1, H-1B, H-2, L, B, J, or TN visas) are not eligible for this position.
Equal Opportunity Employer
PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, marital status, political affiliation, sexual orientation, gender identity or expression, genetic information, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing a workplace free of any discrimination or harassment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Description Disclaimer
This job description provides examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed that are not specifically described in this document. PCS Software, Inc. reserves the right to modify this job description at any time to meet business needs.
We thank all respondents for their interest. However, only those selected for an interview will be contacted.
Third-party agency submissions will not be accepted for this position.
Requirements:Qualifications
Education & Experience
? Bachelor's degree in Marketing, Business, or a related technical field required.
? 1 to 5 years of experience in a sales support, marketing operations, CRM coordination, or related role preferred.
? Demonstrated experience working inside a CRM platform — Salesforce strongly preferred — as a daily tool, not occasional user.
? Experience in B2B SaaS or transportation/logistics technology is a plus.
Technical Skills
? Salesforce CRM — lead and activity logging, pipeline tracking, and reporting; prior experience strongly preferred and will be a differentiating factor in hiring.
? HubSpot — marketing automation, contact management, and campaign reporting; prior experience a plus.
? SalesLoft — sales engagement platform; training provided, prior exposure preferred.
? Consensus — demo automation platform; training provided.
? Microsoft Office Suite — Word, Excel, PowerPoint, and Outlook at a professional working level.
? Microsoft SharePoint — document management, team collaboration, and file sharing.
? AI-Powered Tools — familiarity with AI-assisted tools for content creation, lead scoring, or outreach automation (e.g., ChatGPT, Copilot, Jasper, Lavender); willingness to adopt emerging AI capabilities required.
Core Competencies
? Exceptional attention to detail — you notice when data is wrong and you fix it.
? Process-oriented mindset — you prefer clear workflows and improve them when they break down.
? Comfortable managing multiple stakeholders (sales reps, marketing managers) with competing priorities.
? Strong written communication skills for follow-up outreach and internal coordination.
? Self-motivated and organized with the ability to manage tasks independently in a hybrid environment.
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