Pipeline Engagement & Recovery Specialist

SUMMARY:
A fast-growing organisation in the commercial operations space is seeking a Pipeline Engagement & Recovery Specialist to help revive inactive opportunities, strengthen customer relationships, and support revenue growth. This role is ideal for someone who enjoys structured follow-up, proactive communication, and turning stalled leads into meaningful conversations.

POSITION INFO:

Role Purpose

Your primary focus will be to reignite momentum across dormant leads, maintain consistent engagement with existing customers and support upgrade and renewal initiatives. You will manage all at-risk deals, coordinate follow-up cycles and ensure high-quality tracking of all activity

Key Responsibilities

Take ownership of at-risk and inactive leads, re-engaging them through structured follow-up
Execute a defined follow-up sequence including scheduled calls, emails amd escalations
Conduct regular check-ins with existing customers to support retention and contract continuity
Identify upgrade opportunities by monitoring customer activity, usage signals and contract timelines
Build and maintain a healthy upgrade pipeline ahead of scheduled renewal or elegibility periods
Collaborate with internal teams to improve re-engagement scripts, communication templates and customer messaging
Log all customer interactions in the CRM within required timeframes
Prepare weekly reports on pipeline status, lead recovery progress and customer engagement insights

Performance Indicators

Re-engagement of inactive leads within a specified turnaround times
Completion of scheduled customer check-ins every quarter
Contribution toward upgrade targets through effective customer nurturing
Accurate, timely CRM documentation for all customer and lead interactions
Reduction in long-stagnant pipeline items with no activity

Required Qualifications & Experience

Diploma or bachelor's degree in Business, Sales, Marketing or related field
At least 2 years of experience in a customer success, sales support or account coordination role
Comfortable conducting outbound follow-up calls with warm leads and existing customers
Experience using CRM systems for activity tracking and lead management
Exposure to B2B environments, retention or renewal processes is advantageous

Key Competencies

Persistence: Able to re-engage consistently without appearing forceful
Empathy: Builds genuine connections and understands customer needs
Organisation: Manages multiple follow-up cycles without losing momentum
Commercial Awareness: Recognises upgrade and expansion opportunities early
CRM Discipline: Logs every detail accurately and relies on system-based tracking
Resilience: Handles client delays, rejections and slow responses professionally