Sales Support Specialist

The Role

We are looking for an empathetic, customer-focused team member to join our our team as the first Sales Support Specialist. As a Sales Support Specialist your role is in the intersection of Sales, Customer Support and our tech teams.

In the role you'll work as part of the Sales team. You'll be joining customer meetings and helping throughout the sales process. You’ll get to work with customers to help them become rockstars at using Drawboard PDF and Drawboard Projects and you'll be the day to day contact point for account updates.

You'll be tasked to ensure customers can learn how to use Drawboard products, overcome issues while they’re using our solutions, and become experts at using the product to achieve their goals.

You’ll be a crucial source of feedback to our product and engineering teams and helping to make sure we’re always making the most important improvements to our products and delivering value to our customers.

If you are passionate about Design & Construction tech (though not a must), SaaS solutions, world-class customer experiences and continuously developing customer relationships while working with an international team you’ll be a great fit!

This is a full-time position preferably based in the US (Eastern time zone) but we are open to considering candidates in other locations too.

What your day-to-day will look like

  • You will need to become an expert in our products and be constant communication with our product and sales teams.
  • The majority of your typical day will be dedicated to helping our customers find solutions to their issues and become experts at using Drawboard Projects and Drawboard PDF.
  • Daily review of your individual and the collective inbox for critical requests, tickets, issues or trends that need to be resolved immediately or raised to other teams.
  • Prioritizing tickets and assigning them out to yourself and your teammates as needed.
  • Develop and execute strategies for client success, retention and growth together with our sales and product teams
  • You'll work closely with sales ensuring fast and effective onboarding of new customers.
  • As our product develops and new questions arise from customers, you'll work with internal teams to create and update documentation and videos to teach customers how best to use Drawboard Projects and how to overcome common issues.
  • Own and develop customer success metrics
  • In addition to helping customers, you will collaborate with Sales, Product, Marketing and Operations to ensure expansion and success of customer accounts and to find ways to improve our customer experience.
  • Be a key source of user feedback and knowledge to our product teams.

Requirements

  • Have prior Start-up experience and you thrive in a fast paced growth environment
  • Have minimum 2 years of successful experience in a support, customer success or similar customer facing role in a software organization, preferable SaaS
  • Are able to put our customers first, develop relationships, understand their business and act as a trusted advisor to key stakeholders.
  • Are a problem solver with analytical skills. You love helping people and will eagerly hunt for a solution for issues where a resolution isn’t immediately available.
  • Understand the mechanics of SaaS products and technologies that support gaining adoption
  • Have excellent verbal, written, and presentation skills
  • You possess a strong work ethic and outstanding self management skills
  • You are self-motivated, hungry to deliver and you maintain a positive attitude even in stressful situations

What's the next steps‍

  • Check out our products. You can try them here
  • Send us an email outlining why you like our product and why creating a world that works without paper is important to you.
  • Add your CV and Resume