Customer Success and Inside Sales Manager

Customer Success and Inside Sales Manager

Department / Business Unit: Academic Sales

Location: New Delhi, India

Reports To: National Sales Head

Type: Full-time

Role Overview

We are seeking a dynamic and analytical Sales Operations and Inside Sales Manager to lead operational execution and strategic initiatives for academic digital solutions and customer success. This role requires strong coordination across internal departments, marketing and sales teams, academic institutions, and international partners to drive adoption, engagement, and revenue growth.

Key Responsibilities

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.