[Remote] Client Experience Specialist (SaaS), North America
Note: The job is a remote job and is open to candidates in USA. Machinio is a fast-moving company transforming a traditional industry through technology, and they are seeking a Client Experience Specialist to support their growing SaaS product, Machinio System. The role involves managing client interactions, providing technical support, and ensuring customer satisfaction while contributing to a collaborative team environment.
Responsibilities
- 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
Skills
- 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
- Must be online, available, and actively working during scheduled hours to support clients and the team
Benefits
- PTO
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending account
- Health savings account
- Life & disability Insurance
- Retirement benefits/401(k)
- Voluntary benefits
Company Overview