Internal Account Manager

Job description

Orbis is establishing a centralised sales desk to transform how inbound enquiries are captured, managed, and converted. As an Internal Account Manager (IAM), you will play a critical role in ensuring every prospective customer receives a professional, consistent, and timely experience. This role is fast-paced, detail-driven, and essential to revenue growth, salesforce hygiene, forecasting accuracy, and overall customer satisfaction.

You will serve as the first point of contact for all inbound sales queries: triaging leads, maintaining data accuracy, coordinating follow-ups, and supporting the wider sales team by ensuring no opportunity is ever missed.

Key responsibilities

Inbound enquiry management

• Answer inbound sales calls and monitor all digital enquiries.
• Log every lead in salesforce immediately with complete information.
• Qualify basic details and identify urgency or risk.
• Allocate leads to the correct BDM or department based on service line and region.

CRM hygiene and data accuracy

• Maintain high salesforce standards, ensuring complete, clean, and up-to-date records.
• Link leads to customer/site records and correct service lines.
• Flag missing data and monitor daily pipeline hygiene.

Customer communication

• Send immediate follow-up emails with next steps, brochures, and contact details.
• Ensure a consistent and professional customer experience at every touchpoint.

Follow-up and sales support

• Conduct mandatory 24-hour and 7-day follow-ups to confirm progress.
• Create tasks/cases for salespeople with clear summaries.
• Escalate stalled enquiries to sales managers when needed.

Reporting and insights

• Produce daily and weekly reports on lead volume, follow-ups, and CRM hygiene.
• Track lead to opportunity conversion and lost-sale reasons.

Cross-department coordination

• Route non-sales calls correctly (Customer Services, Ops/AP, Key Accounts, etc.).
• Apply routing logic accurately across service lines and regions.

Requirements

• Strong attention to detail and organisation.
• Experience in sales support, customer service, or CRM-based roles.
• Confident communicator with excellent written and verbal skills.
• Comfortable working to structured processes and deadlines.
• Familiarity with salesforce or similar CRM systems preferred.

Posted on 08 Dec 12:50, Closing date 7 Feb