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.
Key Responsibilities
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.
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.
