Client Experience Specialist (SaaS, North America)

Machinio; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

30 days/year holiday policy

Remote work flexibility

Remote setup provided

Casual, collaborative environment

Quarterly team events

Employee milestone program

Job summary

Machinio is seeking a Customer Experience Specialist to drive adoption of Machinio System, our all-in-one software powering websites and CRMs for dealers in machinery, marine, and service industries. You will be the primary contact for the Existing Client Support initiative for dedicated accounts, managing the support inbox and phone line.

You will troubleshoot technical inquiries, deliver training sessions, create learning materials, and conduct periodic check-ins to boost satisfaction and

Qualifications

• Role supports Machinio System, an all-in-one software solution for dealers in machinery, marine, and service industries.
• Primary point of contact for the Existing Client Support initiative for dedicated accounts.
• Manage the support inbox and phone line for dedicated accounts with timely, professional responses.
• Handle technical inquiries, troubleshoot, and escalate complex issues when necessary.

Responsibilities

• Conduct periodic check-ins to assess client satisfaction and promote product usage.
• Deliver phone and video explanations, lead trainings, and create learning materials for clients.
• Follow up on late payments and apply client retention strategies.
• 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

Customer support

Account management

Relationship building

Training delivery

Communication

Problem solving

Attention to detail

CRM software

Tools

CRM software

Job description

• The Customer Experience Specialist role at Machinio plays a key part in the growth of our fastest-growing product, Machinio System—an all-in-one software solution that powers websites and CRMs for dealers in the machinery, marine, and service industries
• 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 elevate 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

Benefits

• 30 days/year holiday policy
• Flexibility to work remote, possibility to work abroad
• Remote setup provided for all team members, along with modern work equipment
• Casual, collaborative, fast-paced work environment and a fun team (we’re cool)
• Quarterly in-person team events and really fun in-person holiday parties!
• Employee milestone program

Able to meet deadlines, manage tasks, and deliverables consistentlyIf you are highly detail-oriented, organized, enjoy solving problems, excel at building and maintaining relationships, can quickly learn new systems and functionalities, thrive under deadlines, are passionate about process and continuous improvement, and are committed to delivering an exceptional customer experience, this role is an excellent fitA kind, genuine, and collaborative team player who thrives in group settings and enjoys contributing to a productive, goal‑oriented teamImpeccable attention to grammar and visual presentationExtremely patient, able to explain functions clearly, and present effective solutionsYou either have the skills below or are willing to learn them:This is not a cushy role—you must be online, available, and actively working during scheduled hours to support clients and the teamComfortable leading meetings with existing clients and conducting training sessions in person or virtuallyStrong at building relationships and maintaining excellent customer interactionsPassionate about processes, methods, and continuous improvementHighly detail‑oriented and proactive in managing the work assigned to youQuick to learn new systems and functionalities