Sales Support Specialist (German and English Speaker) Full Time

LastPass is looking for a Sales Support Specialist:

As a Sales Support Specialist you will work with our SMB customers and the respective SMB Account Executives. You will help them with incoming leads or requests, ensure issues are solved with high priority and quote are created and send to the customers.

 If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who will you work with?

This role will report the the Sales Manager, EMEA. You will work with our SMB customers mainly from the DACH region, but also across Europe. You will have daily interactions with the respective Sales Account Executives (mainly DACH region) and work on incoming requests like leads, billing or support requests.  As well as interacting with the Renewals Team, Sales Operations, Billing Team, Customer Support Team, Marketing, Business Development Representatives and Channel Partner Team.  

What are some of the exciting challenges you will be working on?

• Follow up and monitor incoming SMB customer requests / escalations for billing; technical support etc. (also via contact sales leads) by routing to the right department. Communicate back to customers if required.
• Accordingly open and chase respective Internal cases such as Tech Support and Billing. Escalate appropriately.
• Work Support leads coming via Contact sales by creating appropriate support case in SFDC.
• Help Billing with chasing down open invoices / identifying correct billing contact person for Dunning requests. Follow up with invoice/billing related questions in general.
• Work on account reassignment requests / territory requests with SaleOps (e.g. Account vetting, identifying right owner based on employee size and headquarter based on two independent sources). Open Account ownership dispute cases.
• Support Sales AEs with sending out standard add-on quotes for SMB accounts or for partners.
• Work closely with Renewals department for questions associated for upcoming SMB renewals.
• Review MCL/MQL for SMB leads and help AE / BDR with chasing them via Outreach sequences for customers below 50 employees and less than 750 USD volume and redirect initial questions to SMB page /send information via Showpad / channel partners. Prepare standard quotes if required.
• Frequently run campaigns on low SMB accounts e.g. closed lost Opps/accounts, chasing gone dark OPPs.
• Review AE territory of low & mid SMB accounts for over provisioned / underpenetrated and flag potential upsell cases to the AE.

What does it take to work at LastPass?

• Exceptional Internal Communication Skills.
• Driven by a strong internal motivation, consistently achieving goals with enthusiasm and dedication.
• Fluent in German and English language.
• Proficient in MS O365.
• Meticulous Attention to Detail.
• Capable of harmonizing efforts with various stakeholders, fostering collaborative environments.
• Possesses a strong business acumen, capable of comprehending end-to-end processes and providing valuable insights for optimization.
• Excels as a team player, adept at working seamlessly across teams to identify needs, resolve issues, and drive innovative initiatives.

It’s great, but not required:

• Experience with Salesforce preferred.
• Fluent in additional languages