• Manage and follow up on inbound leads generated through Zoho CRM, primarily
• Qualify opportunities and ensure accurate opportunity creation, assignment, and progression within Zoho CRM.
• Conduct timely and systematic follow-up activities to maximise lead conversion rates.
• Maintain complete and up‑to‑date customer records and sales activities.
• Proactively monitor accounts approaching contract expiry and manage the renewal process.
• Engage customers to secure timely recontracts and minimise service disruptions.
• Collaborate with Account Managers on renewal strategies and commercial proposals.
• Drive improvements in recontract and renewal performance.

Customer Retention & Win‑Back

• Manage cancellation alerts, downgrade requests, and at‑risk customer accounts.
• Execute structured retention and win‑back initiatives to reduce customer churn.
• Identify customer concern...