Gavin Poole, Kearns Technology’s newly appointed Director of Sales, brings a unique blend of international experience and a passion for building lasting client relationships to his role. With a background spanning education and technology, Gavin offers a fresh perspective on driving growth and delivering value to Kearns Technology’s expanding client base.
Gavin’s journey began far from the world of IT, with years spent teaching in Taiwan. He then transitioned to the educational technology sector in China. Upon returning to Canada, he discovered an opportunity with Kearns Technology, initially contributing to the development of a workplace training simulator. His knack for connecting with subject matter experts and understanding client needs quickly led to a role with the delivery team in the MSP division, and later, as a Client Success Manager.
In this insightful Q&A, Gavin shares his unconventional path to tech sales, the skills he’s carried over from his teaching career, and his vision for fostering client relationships. From leveraging data-driven strategies to embracing the human element of sales, Gavin’s approach is both innovative and deeply rooted in building trust.
Could you give us a bit of background on your career – a glimpse into where you started and how you arrived at your current role as Director of Sales at Kearns Technology?
My career path has been somewhat unconventional. I spent several years teaching in Taiwan, which provided invaluable experience in communication and cultural understanding. Later, I transitioned to the educational technology sector in China. When I returned to Canada, I joined Kearns Technology initially to assist in the development of a workplace training simulator. Fortunately, my experience interviewing subject matter experts and working with clients paved the way for a role with the delivery team in the MSP division and eventually as a Client Success Manager.
You’ve made a significant transition, from teaching in Taiwan to a career in tech sales. What unexpected skills from your teaching background have proven most valuable in your sales approach?
It’s true, it’s not a typical trajectory! But teaching and sales actually have a lot in common. Both rely heavily on effective communication and building trust. The ability to convey complex information in a clear and understandable way has been essential in explaining technical products and services to clients. Just as students can’t learn if they don’t feel safe and supported, clients need to trust us to openly share their IT concerns so that we can find the right solutions. At Kearns Technology, we build that trust through transparent communication, flexible solutions, and unwavering reliability.
If you could design a unique sales training program, drawing from your educational background, what would it look like?
Given the rapidly evolving nature of the Managed IT Services landscape, a sales training program must emphasize continuous learning and adaptability. Our program at KTI promotes this through research assignments, interactive sales exercises, and regular assessments with feedback loops to ensure our sales strategies remain effective and aligned with client needs. What I believe is unique about our approach is the way we apply it. We genuinely believe in the work our team does and the value our services provide. Because of this, we focus on discovering opportunities to help, rather than pushing solutions onto clients.
What technology or tool has most transformed your approach to sales since entering the field?
We’ve been using Autotask for several years now to manage our help desk, CRM, and invoicing needs. But recently, we turned to our partners at Black Diamond, the developers of Odoo, for tracking our sales logistics. I’m also particularly excited about the early promise of Microsoft Copilot in our sales operations. We’re just beginning to explore its potential to automate routine tasks and enhance our team’s workflow during this initial testing phase.
How do you strike a balance between data-driven sales strategies and the crucial human element of relationship building?
Data-driven strategies are invaluable for focusing our efforts on areas where our work is proving most effective and popular. The metrics we observe tell a story that no single perspective could capture. This ensures we’re engaging with the right people. However, if we don’t establish genuine relationships with clients, understand their unique needs, and provide personalized solutions, we won’t be as successful. By combining analytical insights with empathy and active listening, we aim to ensure our clients feel valued and truly understood.
If your sales approach were a movie genre, what would it be and why?
I’d like to think it would be a romantic comedy. We start with a “meet cute,” which can be spontaneous but usually requires effort on our part. Then, we enter a trust-building phase, which often includes a few challenges that we have to overcome together. Finally, there’s the realization that we value each other’s presence in our lives, and the value we bring to the table, moving forward. In a RomCom, this is where the screen fades to black, but we all know that in real life, it takes ongoing communication and trust to keep a relationship strong. That’s precisely why we conduct regular Technical Business Reviews with all our MSP clients.
As Kearns Technology continues to expand its reach and solidify its reputation for exceptional service, Gavin Poole’s leadership as Director of Sales promises to be a driving force. His commitment to building strong client relationships, combined with his unique background and forward-thinking approach, positions him perfectly to lead the sales team to new heights.
Gavin’s journey began far from the world of IT, with years spent teaching in Taiwan. He then transitioned to the educational technology sector in China. Upon returning to Canada, he discovered an opportunity with Kearns Technology, initially contributing to the development of a workplace training simulator. His knack for connecting with subject matter experts and understanding client needs quickly led to a role with the delivery team in the MSP division, and later, as a Client Success Manager.
In this insightful Q&A, Gavin shares his unconventional path to tech sales, the skills he’s carried over from his teaching career, and his vision for fostering client relationships. From leveraging data-driven strategies to embracing the human element of sales, Gavin’s approach is both innovative and deeply rooted in building trust.
Could you give us a bit of background on your career – a glimpse into where you started and how you arrived at your current role as Director of Sales at Kearns Technology?
My career path has been somewhat unconventional. I spent several years teaching in Taiwan, which provided invaluable experience in communication and cultural understanding. Later, I transitioned to the educational technology sector in China. When I returned to Canada, I joined Kearns Technology initially to assist in the development of a workplace training simulator. Fortunately, my experience interviewing subject matter experts and working with clients paved the way for a role with the delivery team in the MSP division and eventually as a Client Success Manager.
You’ve made a significant transition, from teaching in Taiwan to a career in tech sales. What unexpected skills from your teaching background have proven most valuable in your sales approach?
It’s true, it’s not a typical trajectory! But teaching and sales actually have a lot in common. Both rely heavily on effective communication and building trust. The ability to convey complex information in a clear and understandable way has been essential in explaining technical products and services to clients. Just as students can’t learn if they don’t feel safe and supported, clients need to trust us to openly share their IT concerns so that we can find the right solutions. At Kearns Technology, we build that trust through transparent communication, flexible solutions, and unwavering reliability.
If you could design a unique sales training program, drawing from your educational background, what would it look like?
Given the rapidly evolving nature of the Managed IT Services landscape, a sales training program must emphasize continuous learning and adaptability. Our program at KTI promotes this through research assignments, interactive sales exercises, and regular assessments with feedback loops to ensure our sales strategies remain effective and aligned with client needs. What I believe is unique about our approach is the way we apply it. We genuinely believe in the work our team does and the value our services provide. Because of this, we focus on discovering opportunities to help, rather than pushing solutions onto clients.
What technology or tool has most transformed your approach to sales since entering the field?
We’ve been using Autotask for several years now to manage our help desk, CRM, and invoicing needs. But recently, we turned to our partners at Black Diamond, the developers of Odoo, for tracking our sales logistics. I’m also particularly excited about the early promise of Microsoft Copilot in our sales operations. We’re just beginning to explore its potential to automate routine tasks and enhance our team’s workflow during this initial testing phase.
How do you strike a balance between data-driven sales strategies and the crucial human element of relationship building?
Data-driven strategies are invaluable for focusing our efforts on areas where our work is proving most effective and popular. The metrics we observe tell a story that no single perspective could capture. This ensures we’re engaging with the right people. However, if we don’t establish genuine relationships with clients, understand their unique needs, and provide personalized solutions, we won’t be as successful. By combining analytical insights with empathy and active listening, we aim to ensure our clients feel valued and truly understood.
If your sales approach were a movie genre, what would it be and why?
I’d like to think it would be a romantic comedy. We start with a “meet cute,” which can be spontaneous but usually requires effort on our part. Then, we enter a trust-building phase, which often includes a few challenges that we have to overcome together. Finally, there’s the realization that we value each other’s presence in our lives, and the value we bring to the table, moving forward. In a RomCom, this is where the screen fades to black, but we all know that in real life, it takes ongoing communication and trust to keep a relationship strong. That’s precisely why we conduct regular Technical Business Reviews with all our MSP clients.
As Kearns Technology continues to expand its reach and solidify its reputation for exceptional service, Gavin Poole’s leadership as Director of Sales promises to be a driving force. His commitment to building strong client relationships, combined with his unique background and forward-thinking approach, positions him perfectly to lead the sales team to new heights.
