About PracticePro 365: PracticePro 365 is a leading provider of cloud-based CRM solutions specifically designed for professional service firms. Our robust, client-centric platform empowers firms to streamline operations, boost productivity, and enhance client experiences. By seamlessly integrating tools for business management, practice management, and CRM, we are reshaping the way our clients achieve success and growth.
To support our expanding client base and deliver excellence, we are seeking a Sales and Support Assistant. This role is critical to our mission of providing world-class client service, cultivating strong client relationships, and ensuring the seamless operation of our sales and support functions.
Role Summary: As a Sales and Support Assistant, you will be the frontline point of contact for potential and existing clients, supporting sales and customer success initiatives. You will handle CRM management, manage support tickets, set appointments, qualify prospects, and deliver an outstanding client experience through effective communication and customer service. This role is ideal for someone who thrives in a dynamic environment, is detail-oriented, and possesses strong organizational skills.
Key Responsibilities:Client Relationship Management: • Serve as the first point of contact for incoming inquiries and support requests, ensuring clients receive timely, accurate responses. • Foster positive client relationships by understanding client needs, concerns, and goals. • Conduct proactive follow-ups on client inquiries, ensuring complete resolution and satisfaction.
CRM Management: • Efficiently manage the PracticePro365 CRM system, ensuring all client information, notes, and updates are accurately recorded. • Maintain CRM data hygiene and optimize workflows to ensure that all team members have access to updated client data. • Run CRM reports and provide insights into lead and prospect activities, client engagement, and support ticket trends.
Support Ticket Management: • Manage, prioritize, and resolve support tickets from clients, escalating to other departments as needed. • Track support ticket resolutions to ensure quality and consistency in responses. • Collaborate with the technical and customer success teams to address recurring issues and improve support protocols.
Customer Service Excellence: • Deliver exceptional customer service through active listening, problem-solving, and clear communication. • Assist clients with setup, troubleshooting, and general questions, ensuring they can utilize PracticePro365 effectively. • Conduct regular check-ins with clients to assess service satisfaction and address any challenges.
Sales Support: • Assist with lead generation, cold calling, and outreach efforts to support the sales pipeline. • Qualify inbound leads by gathering relevant information and determining fit, passing qualified leads to the sales team. • Set appointments for sales representatives with qualified prospects, managing calendars and schedules effectively.
Event Representation and Participation: • Represent PracticePro365 at industry events, trade shows, and webinars as needed. • Engage with attendees and generate leads by sharing information about PracticePro365's offerings. • Assist in planning, organizing, and managing promotional events to support sales and customer engagement goals.
Prospecting and Business Development: • Identify potential prospects and add them to the CRM system with appropriate tracking. • Conduct market research to discover new leads and develop prospect lists for targeted outreach. • Assist with the creation and execution of email marketing campaigns to drive lead generation.
Marketing and Email Outreach: • Collaborate with the marketing team to execute email marketing campaigns targeting prospects and existing clients. • Monitor email campaign performance metrics, providing recommendations to optimize engagement. • Assist in creating email templates and personalized follow-ups to enhance outreach effectiveness.
Qualifications: • Education: Bachelor's degree or equivalent experience in Business, Marketing, Communication, or a related field. • Experience: 1-2 years of experience in a sales support, customer service, or CRM-focused role; SaaS industry experience is a plus. • Technical Skills: Proficient in CRM software (HubSpot or similar), Excel Spreadsheets, Microsoft Teams, Zendesk, and other software is advantageous. • Communication Skills: Excellent written and verbal communication skills, with a focus on active listening and empathy. • Time Management: Demonstrated ability to multitask, prioritize, and manage time effectively in a fast-paced environment. • Detail Orientation: Strong attention to detail and accuracy in CRM data entry and support ticket documentation. • Problem-Solving Skills: Ability to identify and resolve issues independently while knowing when to escalate for further support.
Key Competencies: • Client-Focused Approach: Passionate about providing outstanding service and developing meaningful client relationships. • Tech-Savvy: Comfortable learning new software and leveraging technology to improve efficiency. • Organized and Proactive: Able to manage multiple tasks efficiently, with a proactive approach to problem-solving. • Team Player: Able to work collaboratively within a team and communicate effectively across departments.