Role: Inside Sales Account Manager Lead

Location: Kuala Lumpur, Malaysia

• Own and achieve sales targets: Accountable for meeting and exceeding assigned sales quotas, and for executing marketing campaigns, programs, and objectives aligned with company goals.

• Lead and inspire the Inside Sales team: Provide direction, coaching, and motivation to Inside Sales Account Managers to ensure all Key Performance Indicators (KPIs) are met.
• Drive team productivity and performance: Monitor sales activities, pipeline development, and productivity metrics to ensure optimal team effectiveness.
• Enhance communication and collaboration: Foster strong relationships with internal stakeholders and customers through clear, professional, and timely communication.
• Manage escalations effectively: Address and resolve customer or team-related escalations promptly, ensuring positive outcomes and customer satisfaction.
• Optimize operational efficiency: Develop and implement strategies to streamline processes, improve efficiency, and increase overall sales volume.
• Performance management: Conduct regular performance reviews, provide constructive feedback, and implement development plans for team members.
• Ensure service excellence: Oversee call volumes and service level adherence to maintain high standards of responsiveness and customer satisfaction.
• Champion customer advocacy: Lead initiatives to drive the team towards achieving Net Promoter Score (NPS) and other customer experience goals.
• Achieve business results: Responsible for meeting monthly, quarterly, and annual revenue and performance targets.
• Ensure compliance and process adherence: Maintain team compliance with established company procedures, policies, and quality standards
• Vendor management & governance: Manage outsourced partners and vendors supporting Inside Sales operations, including performance tracking, SLA adherence, cadence reviews, issue resolution, and continuous improvement initiatives to ensure alignment with business objectives.
  

• Education & Experience: Bachelor’s degree in Business, Marketing, or a related field preferred, with at least 3 years of experience managing an Inside Sales or Telemarketing team, including vendor or BPO management experience, and a proven record of meeting sales and performance targets.
• Leadership & Management: Demonstrated people leadership experience, including coaching, performance management, and driving team motivation to achieve KPIs and business goals. Proven ability to manage both internal teams and external vendors.
• Industry Knowledge: Sound understanding of Telecommunications and IT services, with the ability to align solutions to customer needs and business outcomes. Must have relevant B2B Sales experience in Telco, IT, or Technology, with experience in covering the Singapore market.
• Vendor & Stakeholder Management: Hands-on experience managing third-party vendors or outsourced sales partners, including contract governance, SLA management, performance reviews, escalation handling, and driving service quality improvements.
• Performance & Results Orientation: Highly results-driven, comfortable working towards defined sales and operational metrics, with strong analytical and problem-solving skills to improve team productivity, vendor effectiveness, and overall operational efficiency.
• Communication & Interpersonal Skills: Excellent verbal and written communication in English, with strong presentation, interpersonal, and stakeholder engagement abilities across all levels, including senior management and external partners.
• Professional Attributes: Proactive, decisive, and adaptable with strong consultative selling, time management, and organizational skills. Maintains a high level of professionalism, integrity, and customer focus while performing effectively under pressure.