Inside Sales Account Rep (Post-Sales) CL11

SMB,   Post-Sales   About the Role   We’re   looking for a proactive, detail-oriented, and highly communicative Customer Success & Account Specialist to join our growing team. In this role,   you’ll   act as the primary point of contact for customers after   they’ve   signed up, supporting them through onboarding   and   ongoing account management   You’ll   work at the intersection of customer success, support, and commercial growth — helping customers get set up, answering their questions, resolving issues,   and   identifying   opportunities to upsell and cross sell, focusing   in   customer expansion.   This is a high-impact, high-visibility role that requires strong written communication, curiosity, and the ability to manage a high volume of customer interactions while   maintaining   a consistently excellent experience.   If   you’re   passionate about AI, enjoy solving problems, and thrive in a fast-paced, customer-facing environment, this role is for you.

Customer Onboarding & Setup   Ensure customers receive clear, structured onboarding communications and are set up for success from day one   Assist   with documentation and processes   required   for onboarding, including agreements and compliance-related forms   Account Management & Customer Support   Act as the primary point of contact for customer queries, managing a high volume of inbound emails in   a timely   and professional manner   Provide clear,   accurate , and helpful responses across a range of topics, including product functionality, account setup, and   general support   Troubleshoot and resolve customer issues, liaising with technical or specialist teams where   required   Maintain a high standard of written communication across all customer interactions   Commercial Growth & Retention   Identify   opportunities for upsell, expansion, and early renewals through ongoing customer engagement   Recognize and act on signals such as increased usage, dropped activity, or customer queries to drive commercial outcomes   Contribute to “save” and re-engagement efforts, including dropped cart or disengaged accounts   Contracts, Compliance & Operations   Support customers with contract-related processes, including addendums and data processing agreements (DPA)   Provide guidance on requirements such as business verification and compliance-related steps (e.g. HIPAA-related processes where applicable)   Ensure customers receive the correct documentation and are supported through completion   Maintain   accurate   account records, activities, and updates in Salesforce or CRM systems   Cross-Functional Collaboration   Partner with Sales, Technical Support, and Operations teams to resolve complex issues and deliver a seamless customer experience   Share customer feedback and insights to improve processes, product experience, and engagement strategies   Contribute to continuous improvement initiatives as the program scales     Upsell and Cross-Sell   Conduct deep analysis to   identify   customer pain points, aligning solutions with the most suitable products and opportunities to upgrade their account.   Stay informed on market trends and product releases to maximise product enablement and drive adoption across the portfolio.

2+ years of experience in Customer Success, Account Management, Customer Support, Inside Sales, or another customer-facing role.   Proven experience managing customer communications through email, phone, or digital support channels.   Excellent written and verbal communication skills, with the ability to explain complex concepts in a clear and customer-friendly manner.   Experience managing multiple customer interactions simultaneously while   maintaining   a high standard of service and attention to detail.   Strong problem-solving skills with a customer-first, proactive, and solution-oriented mindset.