Client Experience Specialist (SaaS), North… at Machinio · Remote

Summary: Machinio is a fast-moving company transforming a traditional industry through technology, and they are seeking a Customer Experience Specialist to support their rapidly growing SaaS product, Machinio System. The role focuses on building relationships with clients, managing support inquiries, and ensuring customer satisfaction to drive product usage and retention. 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 Required Qualifications: - 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 - This is not a cushy role —you must be online, available, and actively working during scheduled hours to support clients and the team Required Skills: Customer interaction, Relationship building Important Skills: Training sessions, Quick learner, Detail-oriented, Problem-solving Nice-to-Have Skills: Continuous improvement, Team player, Time management Benefits: PTO, Medical insurance, Dental insurance, Vision insurance, Flexible spending account, Health savings account, Life & disability Insurance, Retirement benefits/401(k), Voluntary benefits