Upsell Specialist

Job Summary

As a Conversion Upsell Specialist, your primary responsibility will be to identify, engage, and convert potential customers into upselling opportunities. You will play a crucial role in maximizing revenue generation by persuading customers to upgrade or purchase additional products or services. Your goal is to drive customer satisfaction, retention, and increase overall sales revenue through effective upselling strategies.

Responsibilities

Upselling Strategy: Develop and implement upselling strategies to drive conversion rates and maximize revenue generation. Collaborate with marketing and sales teams to align messaging, offers, and campaigns to target specific customer segments effectively.

Moving customers from Legacy to Enterprise.

Lead Identification: Identify potential upselling opportunities within the existing customer base.

Analyze customer data, purchase history, and engagement patterns to identify customers with the highest potential for upselling.

Customer Engagement: Communicate with customers through various channels such as phone calls, emails Build rapport, understand their needs, and educate them on the value and benefits of the upsell offerings.

Product Knowledge: Develop a deep understanding of the products or services offered by the company. Stay up to date with new features, upgrades, and enhancements to effectively articulate the value proposition of the upsell offerings to customers.

Relationship Building: Develop strong relationships with customers, leveraging trust and credibility to increase upselling opportunities. Act as a trusted advisor, understanding their business goals and recommending upsell options that align with their objectives.

Customer Success and Support: Collaborate with customer success and support teams to ensure a seamless customer experience throughout the upsell process. Address any customer concerns, provide support, and act as a point of escalation when necessary.

Consultative Selling: Utilize consultative selling techniques to understand customer pain points and challenges. Position upsell offerings as solutions that address their specific needs and provide tangible benefits and ROI.

Troubleshooting data conversion issues and resolving data discrepancies

Meet or exceed sales targets and goals on a consistent basis

Handle customer objections and concerns in a professional and persuasive manner

Ensure customer retention, aid callers by conducting an account review and attentively listening to their concerns. Identify the underlying problem and take appropriate steps to address it. If unable to resolve the issue, escalate it to the sales representative and regional manager for further discussion.

Additional responsibilities as delegated.

Qualifications

Previous experience in sales, account management, or a similar role with a focus on upselling.

Excellent communication and persuasion skills, with the ability to build rapport and influence customer decisions.

Strong business acumen and understanding of customer needs and pain points.

Results-driven mindset with a proven track record of meeting or exceeding upselling targets.

Ability to work independently and collaboratively in a team environment.

Detail-oriented with strong organizational and time management skills.

Proficiency in using CRM systems and sales tools.

Familiarity with the industry or product/service offerings is a plus.

KPI’s

Upsell Conversion Rate: The percentage of customers who are successfully upsold to a higher-value product or service. Revenue from Upselling: The total revenue generated from successful upselling. Upsell Success Rate: The percentage of attempted upsells that result in a successful sale. Customer Retention: The percentage of customers who continue to purchase from the company after being upsold. Customer Satisfaction: Measured through surveys or feedback, gauging how satisfied customers are with their upsell experience and new product experience. Upsell Opportunities Identified: The number of potential upsell opportunities identified and pursued by the upsell specialist. Average Time to Close an Upsell: The average duration it takes to close an upsell, from initial contact to final sale.

Goal’s

Attain a monthly objective of securing 15 successful completed and active conversions.

Secure at least 7 upsell opportunities per month.

Place a set number of outbound calls, with potential variations based on availability due to conversions, demos, training, and customer support. 

Submit a minimum of 24 leads year-to-date, resulting in at least 12 closed opportunities for 360 payments.

*Please note that these goals are subject to adjustment based on business needs and may be revised as necessary.

*Once all Legacy conversions are completed, we will assign you to the role that suits you best.

Physical Demands / Working Environment

Must be comfortable working in a professional office setting.