Customer Success and Inside Sales Manager - 6257

Customer Success and Inside Sales Manager

Role Overview

Key Responsibilities

• Sales Operations & Support
• Manage invoicing/billing using SAP/CRM for individual institutions and consortia.
• Update customer records (licenses, purchased content, and billing details).
• Generate region-wise and monthly sales and performance reports.
• Support sales pipeline tracking, forecast alignment, and coverage planning.
• Assist sales teams with pricing, orders, product information, and competitive analysis.
• Provide regular MIS and data dashboards for leadership review.
• Inside Sales & Revenue Growth
• Execute customer outreach and sales pitches, especially for long-tail accounts.
• Identify and nurture upselling and cross-selling opportunities.
• Supply the sales team with qualified leads and campaign follow-up data.
• Liaise with UK counterparts on account renewals, credit control, and GDI management.
• Customer Engagement & Success
• Onboard and support institutions with product access (IP-based and remote).
• Provide training sessions (online/offline) for librarians, researchers, and faculty.
• Address customer queries, trial setup, usage data, and Open Access (OA) publishing workflows.
• Create support documentation including user guides, FAQs, and training collateral.
• Data Analytics & Reporting
• Analyze user behavior and ONOS usage (downloads, submissions, engagement).
• Deliver insights for internal teams and external partners.
• Monitor KPIs and prepare performance dashboards on a monthly/quarterly basis.
• Stakeholder and Consortium Coordination
• Act as primary liaison with INFLIBNET and government/academic consortia.
• Ensure timely feedback collection, issue resolution, and program delivery.
• Support regional teams with strategic alignment for post-sales services.
• Marketing & Campaign Collaboration
• Work closely with marketing to align on lead generation strategies, define and validate Marketing Qualified Leads, and enhance campaign effectiveness.
• Assist in executing digital marketing campaigns through portals and CRM tools.
• Evaluate lead generation and conversion effectiveness.
  

Qualifications

• A Bachelor's degree is required; a Master's is an added advantage
• Minimum 4–5 years of experience in sales operations, program management, or inside sales.
• Strong communication and interpersonal skills for stakeholder coordination.
• Experience with CRM (Salesforce), SAP, BusinessObjects, Power BI, and help desk tools.
• Comfortable working under deadlines and handling multiple tasks with detail orientation.
  

Preferred Skills

• Prior experience in academic publishing or the education sector.
• Familiarity with research databases and digital learning platforms.
• Analytical mindset and experience with reporting tools like Excel (pivot tables, VLOOKUP), Power BI.
• Experience working with academic consortia or government agencies.