About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Summary:

The Inside Sales Support Specialist is a critical member of the Shared Services Center in Cebu, Philippines, working in alignment with the US Eastern Time Zone to directly support the North American sales organization. This role is designed to be an evolving, sales-focused position that combines data analytics, account prioritization, sales team coordination, and results reporting. The primary mission of this role is to protect and generate revenue by ensuring that at-risk accounts — specifically those approaching End of Service Life (EOSL) for hardware or End of Contract (EOC) for service agreements — are identified, analyzed, prioritized, and actioned through the appropriate account owner in a timely manner.

This position will work closely with the account manager assigned to each account — whether that account is a direct end-user or a channel partner — to understand barriers to renewal and refresh, capture customer sentiment, and feed actionable intelligence back to leadership. Direct contact with an end user or partner will only occur when specifically requested, directed, or approved by the account owner. While the initial focus centers on EOSL and EOC account management, the scope of this role will broaden over time as business needs evolve. The individual in this role should be adaptable, analytically minded, and skilled at collaborating with internal sales teams.

Key Responsibilities:

Account Analysis & Prioritization

Analyze partner and end-user account data to identify devices and service contracts approaching End of Service Life (EOSL) or End of Contract (EOC).
Leverage Excel, Power BI, and CRM tools to segment and prioritize accounts by urgency, revenue impact, and propensity to refresh or renew.
Build and maintain dynamic contact lists and call queues, determining the optimal timing and sequence for outreach activities.
Identify trends across accounts to surface patterns in customer behavior and buying cycles.

Account Team Collaboration & Coordination

Work closely with the account manager assigned to each account — whether an end-user or channel partner account — to align on priorities, share analysis findings, and coordinate next steps.
Prepare account briefs, call guides, and talking points to equip account managers with the information needed to engage end users and partners effectively.
Document and capture customer and partner reasons for not refreshing hardware or extending service contracts, as reported by the account manager following their interactions.
Engage directly with end users or partners only when explicitly requested, directed, or approved by the account owner; any such engagement will be coordinated in advance and aligned to the account strategy.
Serve as a support resource to the account manager, ensuring they have timely data, context, and recommended actions before every customer or partner interaction.

EOSL Hardware refresh & EOC Contract Management

Drive awareness and urgency around End of Service Life hardware refresh opportunities by surfacing account intelligence to the assigned account manager.
Support end-of-contract resolution for service agreements by ensuring account managers are informed and equipped to take appropriate action before lapse.
Qualify refresh and renewal opportunities in coordination with the account manager, and assist in routing prioritized accounts to the appropriate sales resource.
Maintain accurate and up-to-date records of account status, activity history, and outcomes within the CRM system.

Results Tracking & reporting

Track all account activity, contact attempts by account managers, conversations, and outcomes in a structured and consistent manner.
Build and maintain Power BI dashboards and Excel-based reports to visualize pipeline health, outreach effectiveness, conversion rates, and revenue at risk.
Consolidate findings and insights into regular reports and presentations for sales management and key stakeholders.
Provide qualitative feedback on customer and partner objections, sentiment, and market conditions to inform sales strategy.

Sales Team Support & Collaboration

Act as an extension of the sales team, enabling account managers to focus on high-value selling activities by handling analysis, prioritization, and administrative follow-up.
Participate in regular cadence calls with sales management to review pipeline, discuss priorities, and adjust outreach strategies.
Collaborate with cross-functional teams including operations, finance, and marketing to ensure alignment on initiatives and messaging.
Adapt quickly to evolving priorities as the scope of this role grows and new sales support needs emerge.

Required Qualification:

Bachelor's degree in Business, Sales, Marketing, Information Technology, or a related field; equivalent work experience considered.
Minimum 2–4 years of experience in inside sales, sales support, customer success, or a similar revenue-focused role.
Advanced proficiency in Microsoft Excel, including pivot tables, VLOOKUP/XLOOKUP, data modeling, and reporting.
Demonstrated experience with Power BI or comparable data visualization tools for building dashboards and executive-level reports.
Strong interpersonal and communication skills with the ability to build effective working relationships with internal account managers, sales leadership, and cross-functional teams.
Ability to engage directly with external partners or end users when directed by the account owner, communicating professionally and in alignment with the established account strategy.
Experience working in or supporting a US-based sales organization, with strong understanding of North American business communication norms.
Availability and commitment to work full US Eastern Time Zone hours (40 hours per week) from the Cebu Shared Services Center.
Strong written and spoken English communication skills.
High attention to detail, organizational discipline, and ability to manage multiple priorities simultaneously.

Preferred Qualification:

Familiarity with hardware lifecycle concepts, including End of Service Life (EOSL) or End of Life (EOL) terminology and processes.
Experience with managed services, service contract renewals, or technology refresh programs.
Working knowledge of CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics.
Experience supporting a channel sales model involving resellers, distributors, or technology partners.
Background in the technology, networking, telecommunications, or IT infrastructure industry.
Demonstrated track record in a role with evolving responsibilities and willingness to take on new challenges.

Inside Sales Support Specialist

Customer Service / Inside Sales Support (Home-based)