Summary
The Inside Sales Account Manager Lead oversees the performance, productivity, and development of the Inside Sales AM team. This role provides day-to-day leadership, coaching, and strategic guidance to ensure consistent delivery of sales targets, operational excellence, and strong customer experience across both on-shore and off-shore teams. The IS Lead works closely with Service Line Heads, Pre-Sales, Marketing, and Operations to drive sales governance and enable scalable growth.
Description
- · Lead and manage a team of Inside Sales Account Managers, ensuring clear performance expectations, KPI tracking, and timely performance reviews.
- · Drive team achievement of monthly, quarterly, and annual Order Book (OB) targets across key product lines.
- · Oversee daily sales cadence—including pipeline reviews, deal progression, forecast accuracy, and SLA compliance.
- · Conduct regular coaching, upskilling, and capability development for team members to strengthen product knowledge, sales discipline, and customer engagement skills.
- · Facilitate collaboration with cross-functional teams (Service Lines, Pre-Sales, Ops, Finance, Billing) to ensure seamless client delivery and timely issue resolution.
- · Manage escalations, resolve conflicts, and provide guidance to AMs on handling complex customer scenarios.
- · Analyse operational data to identify productivity gaps, implement process improvements, and raise systemic issues for resolution.
- · Support recruitment, onboarding, and training of new hires, including structured OJT and continuous learning plans.
- · Lead sales huddles, training sessions, governance reviews, and root-cause analysis discussions with both BPO and internal stakeholders.
- · Uphold high standards of sales governance, including CRM hygiene, opportunity management, documentation accuracy, and compliance with workflows/SLAs.
Requirements
- · Minimum Degree holder with 3+ years of Inside Sales, Telemarketing, Customer Success, or B2B Sales leadership experience.
- · At least 2 years of proven people management experience leading an inside sales or tele-sales team (onshore or offshore).
- · Strong ability to influence, coach, motivate, and uplift team members to achieve performance excellence.
- · Demonstrated experience in driving sales cadence, pipeline governance, and operational rigour.
- · Excellent communication skills (written and verbal) with the ability to engage senior stakeholders and customers.
- · Strong analytical mindset with ability to interpret data, identify trends, and formulate action plans.
- · Highly organised, resilient, and able to manage multiple priorities under dynamic business conditions.
- · Strong stakeholder management skills with a collaborative, solution-oriented approach.
