Inside Sales Executive

upscale; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

Upscale is seeking an Inside Sales Executive to support revenue growth through renewals, upselling, cross-selling and inbound sales opportunities. The role focuses on managing existing customers and warm leads to ensure contract continuity and maximize recurring revenue, while supporting the field sales team.

Based in Petaling Jaya, Malaysia, the role requires strong communication and CRM discipline. Responsibilities include renewal management across connectivity, SIP trunking, CPaaS and managed

Qualifications

• 1–4 years experience in inside sales or related roles.
• Experience in IT, telco, cloud or managed services is an advantage.
• Strong communication and organizational skills.

Responsibilities

• Renewal management for existing customers across services.
• Identify upsell and cross-sell opportunities within accounts.
• Handle inbound inquiries and qualify warm leads.
• Coordinate proposals with presales and operations.
• Maintain accurate CRM data and assist forecasting.

Skills

Inside sales

Renewals

CRM

Lead qualification

Proposal coordination

Tools

CRM

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.

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