Specialist, Renewal Sales

Webhelp Federal Territory of Kuala Lumpur, Malaysia

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• Act as the focal point of contact for post-sales installed-base support services sales.
• Build an aftermath (post-sales) pipeline through relevant reports, executive introductions, or personal networks.
• Work independently to educate and create awareness on support services for existing channel partners and customers – value proposition and key selling points – and articulate the support services portfolio and benefits against competitors.
• Understand the services and solutions business and effectively match these to the customer’s needs.
• Qualification and profiling : Maximize data and reports to profile and qualify the installed base and up-sell, cross-sell, upgrade, and / or multiple services attach opportunities. Identify critical customer information, such as : customers’ organization structure, installed base, competitors, key contracts, decision-makers, etc.
• Profile customers’ support services needs, capturing data in relevant tools (SFDC / CRM) and then generating opportunities.
• Make outbound calls to customers / partners in the pipeline to follow up on installed-base services sales opportunities and business drivers.
• Engage : Receive inbound calls and / or work closely with channel partners, telemarketing teams, end customers, and / or relevant personnel (e.g., country business development manager, IPBM, end-user sales, sales specialists) to gain access to specific accounts and / or channel partners in order to manage and close opportunities in the pipeline.
• Drive and manage leads / opportunities from qualification to close; manage pipeline and forecasts for assigned territories / accounts, moving leads and opportunities through the end-to-end sales cycle until opportunities are closed.
• Actively create new services sales opportunities for selected customers and / or channel partners in the assigned territory via telephone and emails.
• Up-sell / cross-sell / upgrade : Promote awareness of upgrades and add-on services support opportunities to customers and / or channel partners.
• Engage directly with customers to sell more services – up-sell / cross-sell / upgrade / multiple services attach.
• Follow processes with back-office sales support teams when needed for quotations, configurations, amendments, order booking, contract activations, and / or resolution of issues. If required, submit services deals to country teams and / or back-office teams for deal pricing, simulation, and approvals.
• Efficiently handle customer and partner inquiries related to support services, quotes, pricing, etc. Build long-term relationships with customers and channel partners, improving customer experience.
• Develop end customer knowledge, create services deals in SFDC / CRM with customer contact and profiling information, and continuously update progress for services opportunities accurately.
• Project management skills in directing or coordinating sales support activities on complex sales.
• Drive integrated planning and coordinated sales execution activities.
• Leverage available capabilities to contact customers and drive sales closures.
• Execute campaign follow-up and lead management.
• Ensure a closed-loop customer retention process by managing and passing on customers’ needs effectively.
• Create ad hoc reports when needed.
• Support sales team and managers.

Requirements :

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All shortlisted candidates will be contacted.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales, Marketing, and Business Development

Industries

Software Development, IT System Operations and Maintenance, and IT Services and IT Consulting

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