Marcura

Senior Client Services Specialist

Marcura

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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Job Level

Senior

About the role

  • Serve as a senior escalation point and strategic liaison between Brightwell, Latitude clients, and our technology provider, ensuring alignment and efficient resolution of complex issues.
  • Oversee Tier 1 support workflows in partnership with the Latitude Customer Support team, ensuring timely resolution of inquiries while acting as the primary escalation contact for high-impact or sensitive issues.
  • Collaborate with Account Managers to shape meeting agendas and lead or contribute to client and partner status meetings, driving clear communication, accountability, and forward progress.
  • Proactively communicate and position new product features and initiatives to clients, aligning capabilities with their operational needs and long-term objectives.
  • Own the development, standardization, and continuous improvement of Latitude product and process documentation to enhance team efficiency, scalability, and knowledge sharing.
  • Own the end-to-end resolution of client needs across email and phone channels, ensuring timely, high-quality outcomes and a consistently positive client experience.
  • Act as a primary escalation point and strategic liaison between Brightwell account holders and Account Management, driving alignment across product, production, and operational team.
  • Cultivate and maintain strong, trust-based relationships with clients and cross-functional partners to support long-term engagement and success.
  • Lead and facilitate client and stakeholder status meetings, providing clear insights on progress, risks, and opportunities for enhancement.
  • Drive optimization of client payroll operations, identifying efficiencies and implementing process improvements to enhance accuracy and scalability.
  • Proactively analyze trends, recurring issues, and root causes to develop sustainable solutions and prevent future disruptions.
  • Partner with clients to communicate and position new product features and initiatives, ensuring alignment with their operational needs and strategic goals.
  • Apply a deep understanding of each client’s business objectives to inform problem-solving, solution design, and service delivery.
  • Develop positive client relationships and strong relationships within the integrated team.
  • Take on other duties, as assigned.

Requirements

  • 5+ year of client account management or client facing experience.
  • 5+ year of experience supporting user-facing software.
  • Experience in Microsoft Office (including PowerPoint, Outlook, and Excel)
  • Excellent analytical and problem-solving skills.
  • Excellent written and oral communication abilities.
  • High level of attention to detail.
  • Outstanding customer service skills.
  • We’ll give you extra credit for
  • Visa and/or MasterCard regulation knowledge
  • Banking or financial services experience
  • Knowledge of international wire transfers
  • Debit, credit, or prepaid card experience
Benefits
  • Freedom: We trust you to do your thing and do it well.
  • Professional Development: We work with you to grow your skills and push you forward.
  • Travel: You will get the unique opportunity to travel on ship to meet with crew members around the world.
  • Entrepreneurship: We embrace new ideas and people who have the drive to see them through. If you are a doer, look no further!
  • Benefits: Medical, dental, vision, disability insurance, 401k, flexible spending accounts, parental leave, paid vacation, and more.
  • Random: Snacks, Ping-Pong table, company events (happy hours, outings to local games, etc.)
Applicant Tracking System Keywords

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

Hard Skills & Tools
client account managementuser-facing software supportanalytical skillsproblem-solving skillsattention to detailcustomer service skillsMicrosoft OfficePowerPointOutlookExcel
Soft Skills
communication abilitiesrelationship buildingcollaborationleadershiporganizational skillsstrategic thinkingproactive communicationfacilitation skillstrust-buildingprocess improvement