Inside Sales Representative

The Inside Sales Representative is responsible for generating, developing and converting new sales opportunities while supporting the growth of existing customer accounts.

The role manages opportunities throughout the sales cycle -from initial contact and qualification through to proposal, follow-up, conversion and onboarding. It combines responsive management of inbound leads with proactive outbound prospecting and disciplined pipeline management.

Success in this role requires strong communication, consistent follow-through and the ability to build trust with customers and colleagues. The Inside Sales Representative is expected to take full ownership of their opportunities, maintain accurate records and deliver agreed outcomes without requiring repeated follow-up.

• Respond promptly to inbound sales enquiries and qualified leads.

• Proactively identify and contact prospective customers through phone, email and other appropriate channels.

• Qualify opportunities by understanding the customer’s business, messaging requirements, timing and commercial potential.

• Explain SMSGlobal’s products and services clearly and recommend solutions appropriate to the customer’s needs.

• Prepare pricing, proposals and other sales communications.

• Maintain consistent contact with prospects and actively progress opportunities through the sales pipeline.

• Negotiate within approved commercial parameters and escalate pricing or contractual matters when required.

• Convert qualified opportunities into new customers and revenue.

• Coordinate the transition of new customers from sale to active use.

• Ensure customer requirements, pricing and commercial commitments are accurately documented.

• Set clear expectations with customers and internal teams.

• Follow onboarding activities through to completion rather than treating the signed sale as the end of the process.

• Maintain complete and accurate customer, activity and opportunity records in the CRM.

• Keep opportunity stages, values, expected close dates and next actions current.

• Maintain a well-managed pipeline sufficient to support agreed targets.

• Report sales activity, forecasts and outcomes accurately, including when an opportunity is delayed, at risk or lost.

• Use pipeline data and customer feedback to identify trends and improve sales performance.

• Work collaboratively with sales, marketing, support, finance and technical team members.

• Share relevant customer information so colleagues have the context required to support the customer.

• Raise problems directly and constructively with the people involved.

• Contribute customer and market insights that may improve SMSGlobal’s products, processes or commercial approach.

• Support the broader team when priorities change or additional help is required.

Our key values are trust, hard work and collaboration, supported by passion, resilience and innovation. These values should be demonstrated through consistent, observable behaviour.

• Trust: Acts honestly, owns mistakes and follows through on commitments without needing to be chased.

• Hard work: Maintains a consistently high standard, takes ownership and sees tasks through to completion.

• Collaboration and respect: Communicates directly and respectfully, shares information and supports the team to achieve the best outcome.

• Passion, resilience and innovation: Brings energy to the role, responds constructively to setbacks and looks for better ways to serve our customers.

• Experience in inside sales, business development, account management or another customer-facing commercial role.

• Confidence engaging prospective customers by phone, email and video call.

• Strong questioning, listening and relationship-building skills.

• Ability to understand customer requirements and communicate technical solutions in straightforward language.

• Strong organisation, follow-up and time-management skills.

• Commercial awareness and confidence discussing pricing and value.

• Experience using a CRM such as HubSpot.

• Ability to work towards activity, revenue and gross profit targets.

• Experience in SaaS, telecommunications, messaging or technology would be advantageous but is not essential.

The successful candidate will be:

• Proactive and comfortable initiating customer conversations.

• Accountable for their commitments and results.

• Honest and accurate in their communication and reporting.

• Organised and disciplined with follow-up.

• Collaborative, respectful and willing to help the wider team.

• Resilient when dealing with rejection or setbacks.

• Curious about customers, technology and new commercial opportunities.

• Motivated by achieving measurable results.

Performance will be assessed against measures including:

• New revenue and gross profit generated.

• Number and quality of new customers acquired.

• Conversion of qualified inbound and outbound opportunities.

• Outbound activity and qualified opportunities created.

• Pipeline value, quality and progression.

• Customer onboarding completion and time to first usage.

• CRM accuracy and timely reporting.

• Customer experience and internal collaboration.

• Consistent demonstration of SMSGlobal’s values and expected behaviours.