Inside Account Manager
The Inside Account Manager (IAM) – SMB Direct Sales Lane is a role that supports direct engagements with small sized businesses
(less than 50 employees) via website, self and event-generated leads. Reporting to the Sales Desk Manager, the IAM ensures seamless execution across lead sources, strong follow-through, and consistent attainment of service level objectives (SLOs) and revenue growth targets.
Key Responsibilities
- Manage inbound leads, and marketing-generated leads within defined SLOs.
- Qualify and convert SMB (less than 50 employee) prospects into pipeline opportunities.
- Conduct discovery calls and progress opportunities through the sales funnel with urgency.
- Execute structured multi-touch follow-up cadences for website and event leads.
- Own SMB account lifecycle including retention, and growth.
- Identify and drive upsell and cross-sell opportunities within SMB accounts.
- Maintain CRM & ERP accuracy, pipeline visibility, and lead source attribution.
- Provide structured feedback to Sales Desk Manager and Director on lead quality and conversion outcomes.
- Deliver against pipeline, conversion, retention, and revenue growth targets.
SMB Account Management Responsibilities
- Coordinate with CX and conduct annual business reviews with priority SMB accounts.
- Drive upsell/cross-sell opportunities.
- Maintain greater than or equal to 90% customer retention rate.
- Manage issue escalation and coordinate with CX for resolution within 48 hours.
- Ensure complete and accurate account data, contacts, and lifecycle tracking in CRM & ERP.