Agent Customer Support Specialist

Job Summary

The Customer Support Specialist is responsible for driving customer engagement and adoption of network monitoring solutions. This role works closely with existing customers to introduce new products and feature enhancements, conduct product demonstrations, identify business needs, and coordinate successful handoffs to the Implementation Team for deployment and onboarding.

Key Responsibilities

• Build and maintain strong relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.
• Conduct product demonstrations and customer education sessions to drive adoption and maximize solution value.
• Understand customer business and technical requirements to identify opportunities for solution expansion.
• Qualify customer interest and coordinate a smooth transition to the Implementation Team for onboarding and deployment.
• Maintain accurate customer engagement records and activity tracking in Salesforce CRM.
• Gather customer feedback and provide insights to support product and service improvements.
• Drive customer satisfaction, product utilization, and long-term customer success.

Qualifications

• Minimum of 3 years of experience in Customer Success, Account Management, Customer Service, Business Development, or a similar client-facing role within a B2B software environment .
• Experience using Salesforce or any related CRM for customer management, activity tracking, and reporting.
• Strong communication, presentation, and relationship-building skills.
• Knowledge in network monitoring or SaaS solutions
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Strong organizational, problem-solving, and stakeholder management skills.
• Self-motivated and able to work independently while collaborating effectively with cross-functional teams.
• Fluent in spoken and written English and German