Customer Service Manager

Position: Executive / Sr. Executive – Pre-Sales (Revenue Operations) Department Customer Service – Revenue Operations Reporting To Head of Customer Service About the Role We are looking for a proactive and customer-focused Pre-Sales Executive to become the first commercial touchpoint for enterprise customers. The role is responsible for engaging with inbound business enquiries, understanding customer requirements, qualifying opportunities, and enabling the Sales team with complete and actionable information. This role does not involve direct selling or commercial negotiations. Instead, it focuses on building a healthy sales pipeline by ensuring every lead is professionally qualified and handed over to Sales with the right context. Key Responsibilities • Respond to inbound enterprise and bulk business enquiries received through website forms, Salesforce, support email IDs, referrals and other channels. • Conduct discovery conversations to understand customer requirements, business use cases, expected order value, purchase timelines and decision-making process. • Qualify opportunities using the defined lead qualification framework. • Capture complete and accurate customer information within Salesforce. • Schedule meetings and ensure seamless handover of qualified opportunities to the Sales team. • Maintain lead hygiene and update opportunity status throughout the qualification lifecycle. • Follow up with prospects wherever additional information is required. • Maintain defined response time and qualification SLAs. • Work closely with Sales, Marketing and Customer Service teams to improve lead quality and customer experience. • Share market insights and recurring customer requirements to support business growth initiatives. Key Performance Indicators (KPIs) • First Response Time (FRT) • Contact Rate • Lead Qualification SLA • Qualified Leads Generated • Meetings Scheduled • Sales Acceptance Rate • Pipeline Generated • CRM Data Accuracy • Customer Experience Scores Desired Candidate Profile • Graduate in any discipline. • 4 years of experience in Pre-Sales, Inside Sales, Business Development, Customer Success or Lead Qualification. • Excellent verbal and written communication skills. • Strong discovery and questioning skills. • Ability to understand business requirements quickly. • Experience working on CRM platforms (Salesforce preferred). • Comfortable interacting with senior business stakeholders. • Highly organized with strong documentation and follow-up skills. • Analytical mindset with attention to detail. Preferred Skills • Enterprise customer interaction. • Salesforce CRM. • B2B sales support. • Lead qualification methodologies. • Pipeline management. • Presentation and relationship management skills.