About the position
ENVIRONMENT:
Our client is a growing SaaS business in the electronic signature space, focused on making document signing fast, secure, and effortless for businesses of all sizes. They are a small, collaborative team passionate about building meaningful solutions—with customer support at the core of their success. they are currently seeking a Customer Solutions Specialist who is passionate about helping others, solving problems, and building trusted relationships from first contact through to long-term customer success. This role combines both sales and support responsibilities, including managing the full sales cycle—responding to inbound leads, qualifying prospects, converting opportunities, maintaining the CRM pipeline, and driving revenue growth. The role also involves ensuring a smooth onboarding experience, resolving customer issues, and serving as an advocate for their ongoing success. The successful candidate will collaborate closely with the billing and product teams to ensure every customer feels heard, supported, and empowered.
DUTIES:
- Own the full sales process - Respond to inbound inquiries, qualify leads, deliver demos, prepare proposals, and close deals.
- Engage with users - Understand their needs, resolve queries, guide them through the platform, and provide clear product recommendations.
- Provide technical support - Troubleshoot issues related to functionality, compatibility, or user setup, ensuring prompt resolution.
- Enhance user experience - Gather feedback, identify pain points, and advocate for improvements.
- Upskill users - Lead onboarding sessions and training to help users get the most from the product.
- Collaborate internally - Work with the billing and technical team to escalate and resolve complex issues and implement user-requested features.
- Drive customer success - Monitor usage, offer tailored solutions, ensure satisfaction and retention, and identify upsell or cross-sell opportunities.
- Respond to customer queries via email, chat, phone, and helpdesk, resolving or escalating issues as needed.
- Respond to inbound sales inquiries via email, chat, and phone; qualify leads and ensure timely follow-ups and convert them to paying customers.
- Deliver product demonstrations and walkthroughs tailored to prospective customer needs.
- Prepare proposals, manage subscription plans, and close deals.
- Manage all customer interactions, including support tickets, onboarding, and ongoing communication.
- Set up and maintain CRM workflows to streamline support and sales processes; follow-ups, reminders, sales tasks etc., ensuring accurate and complete data.
- Maintain the sales pipeline and ensure timely follow-ups through CRM workflows.
- Guide new users through setup, training, and account activation.
- Build and maintain strong customer relationships through regular check-ins, proactive outreach, and responsive support.
- Manage user accounts and access permissions, including plan changes and account transitions.
- Identify and suggest upselling or cross-sell opportunities aligned with customer needs.
- Create and maintain internal and external support material (e.g., guides, help articles, training resources)
- Capture and escalate customer feedback, bugs, and feature requests.
- Identify trends and recurring issues and propose proactive solutions to improve the customer journey.
REQUIREMENTS:
Soft Skills
- Excellent written and verbal communication
- Empathetic and customer-centric approach
- Strong problem-solving and critical thinking
- Time management and prioritisation
- Adaptability in fast-paced environments
- Proactivity and initiative
- Collaboration and team orientation
- Professional, approachable, and emotionally intelligent
Hard Skills
- Strong technical aptitude and quick learning of new tools and systems
- Full-cycle sales experience (inbound qualification to close)
- CRM management, including pipeline tracking and workflow automation
- Helpdesk software proficiency (e.g. Intercom, Zendesk)
- Product demonstration and user training delivery
- Troubleshooting and basic technical support
- User account and access management
- Basic reporting and analytics (e.g., usage or ticket trends)
- Documentation and process mapping
- Data accuracy and completeness, and CRM hygiene
Qualifications And Experience
Essential
- Grade 12
- Tertiary qualification
- 2+ years’ experience in customer support, customer success, or technical sales
Desirable
- Familiarity with CRM and helpdesk tools (e.g. Pipedrive, Intercom, Zendesk)
- Experience in a SaaS or tech support environment
ATTRIBUTES:
Essential
Integrity: Ethical, does not cut corners, trustworthy, and prioritises company interests over personal gain.
- Customer focus: Monitors client satisfaction, builds strong relationships, and is visible and accessible to clients.
- Sound judgement / Decision Making: Applies consistent logic, rationality, and objectivity; avoids being indecisive nor impulsive.
- Resourcefulness / Initiative: Finds creative ways to overcome barriers, delivers results despite constraints, and demonstrates a bias for action.
- Adaptability: Flexible, resilient, and effective in navigating complexity and change.
Desirable
- Excellence: Holds self and others to high performance standards, shows strong accountability, and has low tolerance for mediocrity.
- Listening: Attuned to others’ opinions, needs, and emotions; listens actively with empathy and patience.
- Likeability: Emotionally intelligent, warm, compassionate, and approachable; not arrogant; maintains a sense of humour.
- First impression: Professional in demeanour, presents well through body language, eye contact, posture, and tone.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.
Desired Skills:
- Customer
- Solution
- Specialist
