Reji Raphael

About Reji Raphael

With 20+ years in Sales and Customer Success, I’ve worked across multiple models, including Direct Sales, Tele Sales, Online/Digital Sales, and Inside Sales. I specialize in driving Customer Lifetime Value (CLV) through effective retention, upselling, and cross-selling strategies. My focus on understanding customer needs has helped me create successful sales models in industries like EdTech, Fintech, Telecom, and Insurance. Key Achievements Telecom (SMB): Developed and implemented a Preventive Churn Model to improve retention for SMB clients. MSME: Created a new distribution channel to target micro-segments. EdTech: Managed a team of 500+ FTEs, driving 100 Cr+ ARR, and developed Customer Success models for 50K+ B2C customers. E-Commerce (Education): Oversaw sales through in-house teams and platforms like Flipkart and Amazon. Fintech: Built a digital sales model for insurance, generating $30M ARR through Inside Sales. Health Insurance: Led Direct Sales and Tele Sales teams in the South/West regions. Life Insurance: Managed large-scale outbound sales campaigns and banking partnerships across South India. I can help build and lead Sales/Customer Success teams, manage P&L, and develop strategies for E-Commerce businesses and digital customer journeys.

Experience

1. Head - Inside Sales & Crm (Msmb Business)

   Jio

   Oct 2021 — Present · Navi Mumbai, IN

   Conceptualised and built Enterprise Inside Sales ecosystem towards 250 Cr ARR ready from 40 Cr, built as new channel.(0- 1 and 1-10 scale)Total team size (Hunting and Farmings)- Hunting - Mid Market (21 DSS), SMB business (10 DSS & 750 Outsourced JCA)- Discovery Webinars - 5 Presenters - Farming - 55 Usage and Retention Managers Collaborated with data analytics and marketing teams to identify \"Target Segments\" within the internal ecosystem and GTM plans- 500k small and Micro business with 50+employees - 20k Mid-market accounts segmented to hunting, farming and discovery - Merchant base - long tail of Micro business engaged in Trade, retailDirected a cross-functional team of 55 URM, generating 7.5k links@20% upgrade ratio & 15 Cr OBV from WINBACK program, ARR retention at 86%Implemented a Sales Operation structure supporting 30 million interactions through outcalls, WhatsApp, and \"My Jio\" notificationsActive JCA Productivity at 3 links/month with 0.3 million ARR, generating 2 qualified opportunities, DSS conversion at 25% from SQL Web leadsScalable training model using micro modules through App and webinars

Education

• CHRIST COLLEGE, IRINJALAKKUDA

  Pre-degree

  1994 — 1996

• holy Angels EMBHS Ollur

  High School

• SRM University

  MBA

  1999 — 2001

• University of Calicut

  Bachelor of Commerce - BCom

  1996 — 1999