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Overview - Onsite Medellín
We're seeking a driven and customer-focused
SMB Sales Representative
to manage, retain, and grow our small-market customer segment across North America. This role is responsible for handling inbound demand, driving successful renewals, implementing price adjustments, and expanding Upshop's footprint within existing SMB accounts.
The ideal candidate thrives in a fast-paced environment, excels at managing a high volume of customer interactions, and is adept at identifying opportunities that enhance customer value while contributing to Upshop's revenue growth.
Key Responsibilities
Inbound Demand Management
- Serve as the first point of contact for inbound inquiries from SMB Scales & Labeling prospects and customers.
- Qualify and respond to requests related to product information, pricing, licensing, upgrades, and service needs.
- Prioritize and manage a high-velocity queue of inbound leads to ensure fast response time and an excellent customer experience.
Renewals & Price Management
- Own the renewals process for SMB Scales & Labeling customers, ensuring contracts are renewed on time and with accurate terms.
- Communicate and execute annual price increases and adjustments in alignment with Upshop policies.
- Maintain accurate renewal forecasting and reporting using CRM tools.
Expansion & Revenue Growth
- Identify and pursue upsell and cross-sell opportunities within the SMB customer base (additional labels, software modules, scales, services, etc.).
- Conduct account reviews to understand customer needs and recommend value-add product enhancements.
- Drive expansion sales to meet or exceed monthly and quarterly revenue quotas.
Customer Relationship Management
- Build strong, trust-based relationships with SMB customers to encourage long-term retention and satisfaction.
- Partner with Customer Support, Customer Success, and Operations teams to ensure customer issues are resolved quickly and successfully.
- Maintain comprehensive, accurate account records in CRM (Salesforce or similar).
Process & Performance Excellence
- Contribute to process improvements that optimize the SMB sales engine, including lead routing, sales templates, pricing consistency, and forecasting discipline.
- Provide feedback and insights to Product and Marketing teams on customer trends, competitive dynamics, and feature requests.
- Stay informed on all Upshop Scales & Labeling product capabilities, updates, and pricing strategies.
Qualifications
Required
- 2–4+ years of experience in SMB sales, inside sales, or account management (preferably in SaaS, retail technology, or hardware/software sales).
- Demonstrated success in managing renewals and expansion opportunities in a high-volume sales environment.
- Strong communication skills, both written and verbal, with the ability to simplify technical concepts for SMB buyers.
- Experience running a structured sales process and using CRM tools (Salesforce preferred).
