Key responsibilities:
- Provide first-level support/response to prospects and clients’ requests or issue escalations as needed, in line with the SLA requirements, the scope of authority, and budgetary guidelines.
- Maintain high-level customer engagement throughout the sales cycle with regular updates, feedback, and on-the-job training to customers.
- Clearly communicate the progress of prospective projects to internal and external stakeholders.
- Remain in constant liaison with the Sales Manager to ensure Prospective Deal Stages accurately reflect the CRM
- Managing incoming and existing business alongside the Sales Manager
- Coordinate with the cross-functional teams to ensure business target achievements (prospective deals are converted) and commercial service expectations are met.
- Serve as a point of contact for prospects, clients, and internal teams.
- Respond to incoming calls, webform inquiries, website chats and general company emails.
- Plan & Facilitate customer presentations, training, and materials on product applications for potential, new and existing customers to develop their skills and knowledge.
- Identify opportunities for process automation and optimization, with a focus on scalability growth.
- Developing methods, processes, systems, and tools to support our customers in each segment.
- Support the development and roll-out of systems and digital tools to improve the company’s effectiveness and efficiency.
- Assist in implementing an automated video series that people can watch to get started learning the platform.
- Assist in implementing the knowledge base articles to increase customer self-service without the need to rely on speaking to a customer support personnel.
Qualifications
- Must have experience in selling or supporting a SaaS or technical product.
- Must have experience driving customer success or account management
- Outstanding communication and interpersonal skills
- Strong presentation and articulation skills
- Hands-on experience in understanding the sales cycle
- Knowledge of working with a CRM
- Intermediate technical understanding of GPS tracking & telemetry
- Should be able to work in a fast-paced, high-pressure environment
- A customer-oriented attitude that drives results
- SaaS and B2B experience preferred.
