Client Experience Specialist (SaaS, North America)

Join Machinio, a fast-growing SaaS company, as a Client Experience Specialist. In this role, you will be the primary point of contact for dedicated accounts, managing support inquiries, conducting check-ins, delivering training sessions, and gathering client feedback. You will have the opportunity to work remotely, enjoy a flexible schedule, and be part of a fun and collaborative team.

• Be the primary point of contact for the Machinio System Existing Client Support initiative for dedicated accounts, managing the support inbox and phone line.
• Conduct periodic check-ins to assess client satisfaction, encourage product usage, and address concerns proactively, while delivering phone and video explanations.
• Gather client feedback and testimonials to support marketing and product improvement efforts, and participate in weekly collaboration sessions with the Team Lead.

• Able to meet deadlines, manage tasks, and deliverables consistently
• If 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 fit
• A kind, genuine, and collaborative team player who thrives in group settings and enjoys contributing to a productive, goal-oriented team
• Impeccable attention to grammar and visual presentation
• Extremely patient, able to explain functions clearly, and present effective solutions
• You 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 team
• Comfortable leading meetings with existing clients and conducting training sessions in person or virtually
• Strong at building relationships and maintaining excellent customer interactions
• Passionate about processes, methods, and continuous improvement
• Highly detail-oriented and proactive in managing the work assigned to you
• Quick to learn new systems and functionalities