[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