Department: Sales
Reports To: Director of Sales
Location: Remote
Summary
OnviSource is rapidly expanding its sales organization to support its growth in 2026. The company is a high-performing organization with competent, skilled, no-nonsense, results-oriented, and values-centered employees, seeking and hiring only those who match the quality of its current employees.
About OnviSource
OnviSource is a globally recognized innovator in contact center AI and automation solutions, delivering Agentic AI that blends human expertise with intelligent automation. For over 20 years, OnviSource has empowered contact centers and enterprises to significantly improve the performance of their three most critical functions: agent performance, customer satisfaction, and operational efficiency.
Position Summary
The inside Customer Retention and Sales Representative is responsible for OnviSource’s existing customers’ full Lifetime Value (CLV), including existing customer satisfaction, retention, revenue protection, and revenue growth.
This position will deliver our Customer Success Program (CSP), consisting of the Customer Retention Program (CRP) to establish customer satisfaction and retain customers, and the Customer Marketing Program (CMP) to generate new sales with existing customers.
The Customer Retention and Sales Representative will play a critical role in driving OnviSource’s growth among existing customers by delivering outstanding customer outreach campaigns, effective customer satisfaction and retention programs, and developing new sales opportunities from the existing customer base. The position will focus on the company’s customers in North America, including contact centers for Business Process Outsourcing (BPO), Teleservices, and TAS, as well as enterprise-embedded contact centers across BFSI, healthcare, insurance, and telecom service providers.
This role requires a highly skilled, experienced, motivated, hardworking, energetic, and coachable customer relations manager, project manager, and sales professional with a proven track record of successfully managing customer relations and selling SaaS AI, analytics, or automation solutions. The candidate must possess an unwavering value system and business integrity.
Key Responsibilities – Full Sales Cycle
- Fast Learning Curve
Rapidly and urgently learning OnviSource’s solutions, value propositions, existing customer base, customer service processes, and program management. The candidate is expected to be in full production after a one-week period of systematic, effective training by OnviSource. - Teamwork
Work closely with operations, customer service, and marketing to successfully deliver customer retention and growth initiatives. - Customer Retention Program – CRP
Based on a systematic and well-organized schedule, leveraged and coordinated with operations and customer service personnel, contact each customer to:- Assess the customer’s immediate needs
- Audit, resolve, update, and optimize the solution
- Provide training and Best Practices
- Ensure customer satisfaction
- Practice effective and productive teamwork and project management
- Customer Marketing Program – CMP
- Investigate customers’ upcoming needs, growth plans, and strategies
- Present OnviSource’s new products, services, benefits, and ROIs
- Develop new sales opportunities, prepare effective sales proposals, and skillfully convert to actual sales
- Successful Sales Activity Management
Manage the sales activity process from the initial appointment with the existing customers to sales closure, systematically, urgently, and effectively. The process will include well-presented introductions, C-level relationship-building, impactful product presentations and demonstrations, winning proposal development, and successful sales closures, while ensuring that the sales pipeline at any given time is at least 3X the quarterly quota. - Account Management
Manage and nurture existing customers’ accounts to build relationships with C-level executives, retain customers, increase customer satisfaction and loyalty, and generate additional revenue. - Full Compliance with OnviSource Program Management and Sales Processes
- Working closely with marketing, Operations, Program Management, and Subject Matter Experts to successfully deliver the objectives of the CRP and CMP.
- Directly responsible for customer retention and customer churn prevention, new sales and revenue growth, and customer satisfaction and loyalty.
- Systematically planning, executing, updating, and managing sales opportunities in the company’s Salesforce.com CMR
- Providing management with clear, truthful, and timely reports
- Strict adherence to the company’s policies, procedures, and ethics, with no exceptions or deviations
- Assumed accountability for customer satisfaction and maintaining the company’s positive reputation.
Qualifications
- Per Company Employment Tenure: Minimum 3-4 years of employment with each past employer
- Experience: Minimum 5 years of recent and direct experience as a customer relation manager, customer project manager, and B2B sales professional, selling contact center AI, analytics, and automation solutions delivered as SaaS.
- Demonstrable and Proven Success and Track Record: Proven track record and demonstrated ability for managing customer relations and projects and the full sales cycle, including cold calling, qualified appointment setting, successfully closing sales opportunities, and productive account management
- Communication: Excellent verbal and written communication skills with a consultative, confident, and empathetic sales style and approach.
- Integrity: High level of business ethics, professionalism, respectful and cordial mannerism, and personal integrity, fully compliant with OnviSource’s core values.
- Motivation & Drive: Self-starter, hard-working, providing any amount of work required to get the job done, augmented with a farmer and hunter mentality, committed to success, and exceeding performance expectations.
- Coachable & Adaptable: Open to feedback and effectively combining OnviSource’s guidelines with past experiences, continuous learning, and improvement; thriving in the dynamic and challenging environment of OnviSource with its high-level expectations and performance.
- Modern Sales Technology Proficiency: Familiarity with CRM platforms (Salesforce), ZoomInfo, LinkedIn, ABM, and digital communication tools.
- Technical Sales Background: Experience in project management, problem analysis, and solution development, skilled in selling AI or automation solutions as SaaS for contact centers, solution-based and consultative selling, value propositioning and ROI presentations, discovery of problems, root causes, and impacts, determining the winning solutions, and understanding key drivers in customer experience (CX) and workforce optimization, and customer training and onboarding.
- Education: Minimum a Bachelor’s degree in Business, Marketing, or related field from an accredited institution