Inside Sales Executive

Key Responsibilities

Customer Renewals & Retention (Primary Focus)

Manage renewal contracts for existing customers:
Connectivity
SIP Trunking
CPaaS
Managed services
ITSM
Track contract expiry dates and initiate renewal discussions early
Ensure zero service disruption due to missed renewals
Improve customer retention rate and recurring revenue stability
Upsell & Cross-sell

Identify upsell opportunities within existing accounts:
Additional bandwidth
Backup links
Extra SIP channels
CPaaS volume expansion
Add-on services
Cross-sell complementary solutions based on customer usage
Work closely with presales and operations teams on proposals
Inbound & Warm Lead Management

Handle inbound sales enquiries from:
Website leads
Marketing campaigns
Existing customer requests
Qualify leads and convert them into opportunities
Escalate complex or large opportunities to BDM hunters when required
Sales Support & Coordination

Prepare quotations, proposals, and pricing submissions
Follow up with customers on:
Proposals
Purchase orders
Contract documentation
Coordinate internal processes:
Credit checks
Deal registration
Vendor coordination
CRM & Sales Administration

Maintain accurate records in CRM:
Customer data
Opportunity status
Renewal dates
Forecast updates
Generate basic sales reports when required
Support monthly and quarterly sales forecasting
Key Performance Indicators (KPIs)

Renewal success rate (%)
Recurring revenue retention
Upsell and cross-sell revenue
Inbound lead conversion rate
Quote-to-close ratio
Accuracy and timeliness of CRM updates
Customer satisfaction score
Requirements & Qualifications

Experience

1–4 years experience in:
Inside sales
Sales coordination
Account support
Tele-sales (B2B preferred)
Experience in IT, telco, cloud, or managed services is an advantage
Preferred Industry Knowledge

Connectivity (DIA, MPLS, broadband)
SIP trunking / voice services
CPaaS (SMS, WhatsApp, Voice)
Basic understanding of cloud or IT solutions
ITSM
(Training will be provided.)

Core Competencies

Strong communication and follow-up skills
Highly organized and detail-oriented
Good negotiation and objection-handling skills
Customer-focused mindset
Able to multitask in a fast-paced environment
Comfortable working with targets and KPIs
Strong coordination and internal communication skills
What Success Looks Like

Within the first 6 months, the Inside Sales Executive will:

Achieve high renewal success rate
Grow recurring revenue through upselling
Maintain accurate CRM data
Support sales team in faster deal closure
Improve overall customer retention and satisfaction