Sales and Customer Success Support Specialist

We are a growing SaaS company specializing in customer engagement solutions. Our platform offers features such as live chat, AI chatbots, messaging, IVR solutions, and CRM integration, empowering businesses to connect with their customers effectively.

We are seeking a Sales and Customer Success Support Specialist to act as the first responder to engage and nurture leads promptly and effectively. This position is critical for qualifying Sales Qualified Leads (SQLs) and supporting the sales pipeline by maintaining strong, proactive communication with prospects.

This role combines elements of pre-sales support, lead qualification, and customer success, requiring someone with technical aptitude, excellent organizational skills, and the ability to engage clients with minimal supervision.

Key Responsibilities:
• Inbound Lead Engagement: Promptly respond to inbound leads, maintaining consistent engagement to nurture potential clients.
• Outbound Support: Assist in outbound prospecting efforts, including cold emailing, LinkedIn outreach, and calling prospects, ensuring the sales team has a steady pipeline of engaged leads.
• Lead Qualification: Support the sales team by gathering information from potential clients to qualify SQLs, capturing their needs and pain points to help tailor solutions.
• Demo Preparation: Capture prospects requirements and coordinate with the sales team to prepare for customized product demonstrations.
• Upselling Opportunities: Engage with existing customers to identify opportunities for upselling and ensure ongoing engagement and satisfaction.
• Technical Expertise: Quickly learn our product and services, developing a deep understanding of our SaaS platform, enabling you to respond to technical inquiries and demonstrate how our solutions solve customer challenges.
• Customer Success Support: Assist with client-facing support, including new customer training and proactive nurturing of customer relationships.
• Collaboration: Facilitate communication between prospects, clients and internal teams to ensure technical requirements and needs are met.

Required Qualifications:
• Fluent English speaker with exceptional communication skills (verbal and written).
• Previous experience in SaaS or similar technical roles.
• Proven ability to manage inbound and outbound lead generation activities.
• Strong understanding of customer service principles and practices.
• Experience using help desk software and ticketing systems to manage and track leads and customer interactions.
• Ability to work independently with minimal supervision, demonstrating a proactive and self-motivated approach.
• Excellent organizational skills, with a focus on promptly following up with leads and managing multiple priorities effectively.
• Willingness to support flexible schedule requirements.

Location: Remote
Work Hours: US Pacific Time

If you’re a self-starter who thrives in a collaborative and technical role, with a passion for helping customers succeed, we’d love to hear from you. Apply now and become a part of our growing team.

To apply:
- Reply with subject line: Sales Support Candidate - [Your Name]
- Include a link to your resume and LinkedIn profile (if available)
- Answer ALL of the below to be considered:
1. How would you approach engaging an inbound lead? Provide an example of a strategy you’ve used to nurture a lead effectively.
2. Imagine a prospect expressing interest in the product but raises a concern about pricing or features during your initial engagement. How would you respond to keep the conversation moving forward?
3. What’s your approach to identifying upselling opportunities with existing customers? How have you successfully cross-sold or upsold products in the past?