Customer Success Associate

PRIMARY RESPONSIBILITIES – Stage 1 (Client Success Associate)

– Call, Email First-Response & Live Chat Support
Following the company SOPs, monitor and respond to incoming website chats, emails and calls promptly and professionally,
Answer general product, shipping, and order-status questions, and provide a warm, helpful first point of contact.
Perform order tracking updates and client shipping/delivery notifications.

– Client Success, Inbound Sales & Lead Qualification
Understand each client's needs, recommend appropriate products and solutions, and provide a warm, helpful first point of contact.
Qualify inbound opportunities by gathering key information including contact details, product needs, quantities, timeline, budget, and purchasing potential.
Send and follow up proactively on inquiries, quotes, samples, and open opportunities to help convert qualified leads into orders.

– CRM & Pipeline Support
Keep lead and communication records accurate and up to date, moving entries to the correct pipeline stage (Bitrix24).
Complete required fields and notes so that nothing is lost as a lead moves toward a quote or order.
Perform routine weekly clean-up, such as tagging, follow-up reminders, and stages.

PRIMARY RESPONSIBILITIES – Stage 2 SDR (Sales Development Representative)

– Outbound Prospecting & Business Development
Research and identify target B2B accounts, prospects, and decision-makers that fit our ICP.
Execute account-based and outbound prospecting through phone, email, LinkedIn, CRM campaigns, and other approved channels.
Build relationships, re-engage past/inactive leads and clients, communicate our value proposition, and generate qualified sales opportunities.

– Sales Development, Meeting Booking & Closing
Conduct discovery conversations, qualify prospects, generate SQLs, and consistently book high-quality sales meetings.
Host or support sales meetings, handle objections, and confidently move prospects through the sales process.
Manage qualified opportunities through follow-up, negotiation, and close while identifying cross-sell, upsell, repeat-order, and account-growth opportunities.

– CRM, Pipeline & Sales Performance
Maintain accurate lead, account, activity, and opportunity records
Maintain disciplined and timely follow-up to ensure qualified opportunities continue progressing through the pipeline.
Achieve defined KPIs for prospecting, qualified opportunities, SQLs, meetings booked, conversion, and revenue.

OTHER RESPONSIBILITIES

Help with team admin tasks. Foster and sustain good team relationships across time zones.
Maintain active, responsive communication with the US team throughout the workday.
Adhere to all company SOPs, playbooks, and quality standards.

EXPERIENCE, ATTRIBUTES & REQUIREMENTS

- Native-level written and spoken English communication skills for phone, video meetings, email, and chat.

- 3+ years of experience in B2B sales, inside sales, business development, client success, or another client-facing sales role.

- Tech-savvy & comfortable with AI (Claude) tools, Google Workspace, eCommerce platforms, CRM (Bitrix24 a plus), LinkedIn Sale Navigator, Appollo, Instantly, HeyReach or similar enrichment and lead gen tools.

- Demonstrated experience in prospecting, lead qualification, sales follow-up, meeting booking, and closing sales.

- Comfortable making outbound calls, initiating conversations with new prospects, and communicating with business decision-makers.

- Strong discovery, relationship-building, objection-handling, negotiation, and follow-up skills.

- Goal-oriented and comfortable being measured against sales activity, pipeline, conversion, meeting-booking, and revenue KPIs.

- Highly organized with strong attention to detail and disciplined CRM/data-entry habits.

- Experience in B2B eCommerce, graphic design, trade show exhibits, printing, signage, or display industries is a big plus.

- Strong client-service mindset: you genuinely enjoy helping clients while also identifying and developing sales opportunities.

- Education: Bachelor's degree or equivalent professional experience

REMOTE WORK REQUIREMENTS

- A reliable, dedicated home office space free from distractions during working hours.

- Stable high-speed internet connection and a working computer suitable for chat, calls, and CRM use.

- Ability to maintain availability and responsiveness during US Central business hours.

- A quiet environment suitable for taking and making client calls.