Client Relations and Retention

3 months ago

Bengaluru, India FloBiz Full time

**Customer Relations & Retention - Upsell/Cross Agent**

**About Company**

My Billbook is one of our flagship products that allows small businesses to create invoices, manage their outstanding and monitor their stock on the go. My Billbook is currently being used by more than 5M+ businesses across 1000+ towns, with over $6 billion annual transactions and we are growing 100% month on month.Any successful company’s success is defined by how happy their customers are. We at Flobiz, strive to provide the best customer experience to our users. As a customer support associate, you will be responsible for handling customer queries, enhancing customer journey with our product and overall service experience.

Experienced Upsell/Cross-Sell Agent (Phone-Based) in the SaaS IndustryPosition Overview:We are seeking an experienced and customer-focused
**Upsell/Cross-Sell** Agent with a
**minimum of 3 years of experience** in driving upsell/cross-sell opportunities in the SaaS (Software-as-a-Service) industry. As an Experienced Upsell/Cross-Sell Agent, you will be responsible for managing customer renewals, identifying upselling and cross-selling opportunities, and maximizing revenue growth. Fluency in
**Hindi and English** is required to effectively communicate with customers. This role requires strong sales skills, excellent communication abilities, and a deep understanding of our SaaS offerings.

**Responsibilities**:

- Engage with customers over phone calls to manage contract renewals, ensuring a high level of customer satisfaction.
- Identify upselling and cross-selling opportunities within the existing customer base, understanding their business needs and pain points.
- Leverage your fluency in Hindi and English to effectively communicate with customers and build rapport.
- Conduct product presentations and demonstrations to showcase the value of additional products or services.
- Understand customer requirements and align our solutions to meet their evolving needs.
- Present tailored upsell/cross-sell proposals to customers, highlighting the benefits and ROI of expanding their usage of our products or services.
- Negotiate pricing and contract terms to maximize upsell/cross-sell opportunities while ensuring customer satisfaction and retention.
- Collaborate with internal teams, such as sales, customer success, and product, to develop compelling upsell/cross-sell collateral and strategies.
- Maintain accurate and up-to-date customer records in the CRM system, documenting all upsell/cross-sell activities and customer interactions.
- Stay informed about industry trends, competitor offerings, and new features or enhancements to our products/services, to effectively articulate the value proposition to customers.

Qualifications:

- Bachelor's or Master's degree in business, marketing, or a related field.
- Minimum of 3 years of experience in a phone-based sales, renewal, or upsell/cross-sell role in the SaaS industry.
- Fluent in Hindi and English, with excellent verbal and written communication skills in all three languages.
- Strong sales and negotiation skills, with a track record of achieving or exceeding upsell/cross-sell targets.
- Customer-focused mindset with the ability to identify customer pain points and align our solutions to address those needs.
- Ability to conduct compelling product presentations and demonstrations, showcasing the benefits of additional products or services.
- Results-driven and self-motivated, with the ability to work independently and as part of a team.
- Familiarity with CRM systems and proficiency in using sales and customer management tools.
- Strong analytical skills to gather insights on customer usage patterns and identify upsell/cross-sell opportunities.
- Deep understanding of SaaS solutions and the ability to articulate their value proposition to customers.

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