Digital Sales and Service Specialist

Your Purpose & Individuality

As
a Digital Sales and Support
Specialist, you are the first point of human connection in line for our new
SaaS solution digital customer journey. Your purpose is to build trust, deliver value, and accelerate customer success for our new Kinatico Compliance solution, alongside our legacy products CVCheck & Cited. You represent the voice of our products and the promise of our brand, translating features into solutions and interest into lasting relationships. 

Your individuality lies in your ability to blend consultative selling with empathetic service. You are not just a salesperson, and not just support—you are a hybrid digital relationship builder. You understand how to meet customers where they are, whether that’s through a quick chat, a thoughtful demo, or a proactive check-in. You think beyond transactions and aim to create consistent, frictionless experiences that drive adoption, retention, and growth. 

In a SaaS environment that moves fast and scales faster, your role is essential. You ensure that every touchpoint—automated or human—feels personal, relevant, and impactful. You help transform interest into engagement, trial into trust, and users into advocates. 

Our Vision For This Role (Key Accountabilities to Deliver the good, Strive for the great) 

Sales and Revenue Growth 

• Proactively engage with inbound leads through digital channels (email, chat, social, webinars, etc.) 

• Conduct product demos, discovery calls, and needs analysis for prospective clients 

• Qualify leads and manage a pipeline using CRM (e.g.
  Salesforce) 

• Collaborate with marketing to optimise lead nurturing and digital campaigns 

• Achieve and exceed monthly and quarterly sales KPIs 

Customer Onboarding & Service 

• Guide new clients through the onboarding process to ensure adoption and satisfaction 

• Provide product training and support to help customers achieve their goals 

• Act as a trusted advisor to clients by understanding their business needs and aligning our solutions 

Digital Engagement & Support 

• Deliver high-quality, timely responses to client inquiries via email, chat, and in-app messages 

• Monitor and respond to customer feedback and escalate technical issues to support teams 

• Contribute to self-service content (e.g., help articles, FAQs, video tutorials) 

• Manage self-serve support in HelpScout
  including fine turning the FAQ & AI agent 

Collaboration & Optimisation 

• Work closely with product, marketing, and other support teams to share customer insights 

• Participate in continuous improvement initiatives for digital sales tools and service processes 

• Track and report key performance metrics using dashboards and CRM data 

• Other tasks as directed by your
  Manager 

Key Strengths, Skills, and Competencies
 

• Results-oriented with a bias for action 

• Empathy and customer advocacy 

• Adaptability in a fast-paced, evolving SaaS landscape 

• Analytical and data-driven decision-making 

• Comfortable working independently and as part of a cross-functional team 

• Familiarity with B2B SaaS customer lifecycle stages 

• Experience with digital selling tools like video messaging, live chat, and automation platforms 

• Understanding of KPIs like CAC, CLTV, churn, and ARR/MRR metrics 

• Prior experience in a remote or hybrid work environment 

Qualifications, Experience and/or Certifications 

• 3+ years in digital sales, customer success, or account management, preferably in a SaaS environment 

• Strong communication skills (written and verbal) with a customer-first mindset 

• Experience with CRM and sales enablement platforms (e.g., HelpScout, HubSpot, Salesforce, Intercom, Zendesk) 

• Tech-savvy and able to quickly learn and demonstrate SaaS products