Company Description
CsMena is a leading Business Process Outsourcing (BPO) company delivering multilingual Customer Experience (CX), Contact Center, Content Moderation, Back Office, and Business Support Services to organizations across the Middle East and international markets.
Through operational excellence, technology-enabled solutions, and highly skilled professionals, CsMena enables organizations to enhance customer experiences, optimize business processes, and achieve sustainable growth.
As part of our continued expansion, we are seeking an exceptional Sales Manager - Telephony system & AI tobuild and execute strategic sales plans, manage key enterprise accounts, and lead prospective clients through technical and commercial discussions.
About the Role
A high-performing Sales Manager – Telephony Systems & AI to drive revenue growth for our suite of cloud communications, Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), and AI-driven customer experience solutions.
You will bridge the gap between traditional telecom/PBX infrastructure and modern AI integrations (such as conversational AI, voicebots, automated call summaries, and AI speech analytics) to solve critical operational challenges for our customers.
Key Responsibilities
Strategic Business Development & Direct Pipeline Generation
· Target Account Prospecting: Execute outbound multi-channel prospecting (cold outreach, LinkedIn, industry events) targeting key decision-makers (CIOs, CTOs, VPs of Customer Experience, Contact Center Directors) in key verticals such as Financial Services, Healthcare, E-Commerce, and Logistics.
· Lead Qualification & Discovery: Lead rigorous discovery sessions using methodologies like BANT or MEDDPICC to qualify inbound and outbound opportunities, mapping out organizational charts, buying committees, and procurement processes.
· Territory & Account Planning: Formulate and maintain quarterly territory maps and strategic account plans to maximize market penetration across assigned regions or enterprise tiers.
Consultative & Solution-Based Selling
· Pain Point & Workflow Mapping: Audit prospect legacy infrastructure (e.g., legacy on-premise PBXs, disconnected call center channels) and quantify operational inefficiencies (e.g., high average handle time, poor call deflection, manual QA audits).
· AI ROI Modeling: Build financial impact models demonstrating key performance metrics and return on investment (e.g., cost per interaction reduction, 24/7 automated resolution rates, increased CSAT, reduced agent churn).
· Demonstrations & Proofs-of-Concept (PoCs): Partner with Solutions Architects to design, configure, and present tailored product demonstrations and live PoC pilots showcasing conversational AI agents, real-time agent assist, and speech analytics.
Strategic Deal Execution & Contracting
· End-to-End Deal Management: Direct multi-stakeholder enterprise sales cycles—ranging from 3 to 9 months—from initial outreach through technical vetting, security compliance, and final contract execution.
· RFP/RFI Management: Oversee and draft response submissions for formal enterprise Requests for Proposal (RFPs) and Requests for Information (RFIs), ensuring technical specifications, security requirements, and SLA terms are fully met.
· Commercial & Legal Negotiation: Lead commercial negotiations on seat-based licensing, usage-based consumption tiers, professional services implementation fees, and multi-year contract commitments alongside corporate legal and finance teams.
Technical & AI Product Positioning
· Technical Communication: Articulate complex cloud telephony architectures (SIP trunking, WebRTC, Hosted PBX, CCaaS platforms) and AI capabilities (Natural Language Processing/Understanding, Generative AI voicebots, sentiment analysis, real-time transcription) in simple, value-driven terms.
· Ecosystem Integration Advisory: Demonstrate how the solution integrates into existing enterprise tech stacks, including CRMs (Salesforce, HubSpot, Zendesk), ERPs, ticketing systems, and data warehouses via REST APIs.
· Voice of Customer Feedback: Gather structured feedback from lost/won deals and active client conversations to provide actionable insights to Product Management and Engineering teams for feature prioritization.
Account Expansion & Ecosystem Collaboration
· Customer Success Hand-Off: Ensure smooth transitions from sales to implementation and customer success teams by delivering detailed scope-of-work (SOW) handoffs, kickoff briefs, and technical alignment documents.
· Cross-Selling & Upselling: Identify account expansion triggers within existing client accounts—such as scaling voice channel seats, deploying digital messaging channels (WhatsApp/SMS), or adding advanced AI analytics modules.
· Channel & Partner Alignment: Collaborate with channel partners, master agents, system integrators (SIs), and vendor ecosystems (e.g., AWS, Microsoft Azure, Google Cloud marketplace teams) to co-sell and drive joint pipeline.
Sales Operations, Forecasting & Governance
· CRM & Activity Discipline: Maintain up-to-date documentation of daily sales activities, customer interaction notes, deal stages, and close dates within Salesforce/HubSpot to ensure operational transparency.
· Pipeline Forecasting: Deliver accurate weekly, monthly, and quarterly revenue forecasts to leadership during pipeline review sessions.
· Market & Competitor Intelligence: Systematically track competitor movements, pricing structures, and feature releases across the UCaaS, CCaaS, and Conversational AI landscapes to refine competitive positioning tactics.
Required Qualifications
- 3–5+ years of direct sales experience selling enterprise telecom, cloud telephony (UCaaS/CCaaS), VoIP, or B2B SaaS solutions.
- Proven track record of consistently meeting or exceeding quota targets.
- Experience selling or positioning AI technology (Conversational AI, Voice Assistants, NLP, or AI Speech Analytics) within communication software is strongly preferred.
- Excellent communication, negotiation, and presentation skills.
- Fluency in English and Arabic.
Required Experience
- 15+ years of experience in ICT and Customer Experience Solutions across Jordan and Saudi Arabia
Skills & Competencies
· Technical Aptitude: Understanding of telephony architectures (SIP, WebRTC, Hosted PBX, Cloud Contact Centers) and how AI modules integrate via APIs.
· Consultative Selling: Ability to translate complex tech features into business outcomes and ROI metrics.
· Executive Presence: Outstanding oral, written, and presentation skills to present effectively to C-level stakeholders.
· Negotiation: Demonstrated capability in negotiating multi-year enterprise contracts and software licensing terms.
Key Performance Indicators (KPIs)
· Revenue & Financials
· AI Adoption & Solution Selling
· Pipeline & Velocity
· Activity & Execution
· Expansion & Retention
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What We Offer
- Competitive executive compensation package.
- Performance-based annual bonus.
- Opportunity to lead large-scale, multi-client operations within a growing regional BPO organization.
- Executive leadership development opportunities.
- Collaborative, innovation-driven, and high-performance work environment.
- Opportunity to play a key role in shaping the future growth and operational excellence of CsMena
