Inside Sales Executive

upscale; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

upscale is seeking an Inside Sales Executive to drive renewals, upsell and cross-sell within existing customer bases. The role supports retention, revenue growth, and sales operations efficiency, collaborating with the field sales team to hit targets.

Focus areas include renewals management, inbound/warm lead handling, and seamless coordination of proposals, pricing, and vendor processes. Strong communication and organization are essential for success.

Qualifications

• 1–4 years experience in inside sales, sales coordination or account support.
• Experience in B2B tele-sales is preferred.
• Experience in IT, telco, cloud, or managed services is an advantage.

Responsibilities

• Manage renewals for existing customers and ensure contract continuity.
• Upsell and cross-sell within accounts and coordinate with presales.
• Handle inbound inquiries and qualify leads to create opportunities.
• Prepare quotations, proposals, and pricing submissions.
• Maintain accurate CRM records and support forecasting.

Skills

Communication skills

Organised

Negotiation

Follow-up

Job description

Inside Sales Executive

Employment Type: Full-time

Reporting To: Sales Manager / CRO

Role Summary

We are seeking a proactive and detail-oriented Inside Sales Executive to support revenue growth through customer renewals, upselling, cross-selling, and inbound sales opportunities.

This role focuses on managing existing customers and warm leads, ensuring contract continuity, maximizing recurring revenue, and supporting the field sales (BDM) team in achieving overall sales targets.

The Inside Sales Executive plays a critical role in retention, expansion, and sales operations efficiency.

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