Machinio

Client Experience Specialist, SaaS

Machinio

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $60,000 per year

About the role

  • Be the primary point of contact for the Machinio System Existing Client Support initiative for dedicated accounts.
  • Manage the support inbox and phone line for dedicated accounts, ensuring timely and professional responses.
  • Handle technical inquiries, troubleshoot, and escalate complex issues when necessary.
  • Conduct periodic check-ins to assess client satisfaction, encourage product usage, and address concerns proactively.
  • Deliver phone and video explanations, lead occasional training sessions, and create learning materials to support clients.
  • Follow up on late payments, while learning and applying effective client retention strategies.
  • Assist clients with updates, issues, and questions related to their Machinio System-powered website designs.
  • Gather client feedback and testimonials to support marketing and product improvement efforts.
  • Participate in weekly collaboration sessions with the Team Lead to brainstorm solutions.

Requirements

  • Strong at building relationships and maintaining excellent customer interactions.
  • Comfortable leading meetings with existing clients and conducting training sessions in person or virtually.
  • Extremely patient, able to explain functions clearly, and present effective solutions.
  • Highly detail-oriented and proactive in managing the work assigned to you.
  • Impeccable attention to grammar and visual presentation.
  • Quick to learn new systems and functionalities.
  • Able to meet deadlines, manage tasks, and deliverables consistently.
  • Passionate about processes, methods, and continuous improvement.
  • A kind, genuine, and collaborative team player who thrives in group settings and enjoys contributing to a productive, goal-oriented team.
Benefits
  • Robust benefits package (PTO, medical insurance, dental insurance, vision insurance, flexible spending account, health savings account, life & disability Insurance, retirement benefits/401(k) and voluntary benefits)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
relationship buildingcustomer interactionpatienceclear communicationattention to detailproactivitytime managementteam collaborationtraining facilitationproblem-solving