Client Experience Specialist (SaaS), North America

(This role is for candidates based in Central or Eastern Timezones, please only apply if you reside in one of these time zones). 

The Position

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. 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. It also offers long-term growth within a foundational, early-stage team!

Our Company

Machinio operates Machinio.com and Machinio System, and this role will work with the latter. We’re a fast-moving, former startup transforming a traditional $400 billion industry through technology, with teams across North America, Europe, and Asia. Our SaaS product, Machinio System, is experiencing rapid growth, and we’re looking for a proactive, organized, and analytical thinker to join our team and help deliver an outstanding experience to our existing clients.

You either have the skills below or are willing to learn them:

• 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.

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. 

Work Life:

• Flexibility to work remote with a very engaged, cross-functional team, preferably from EST or CST time zones. 
• 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).
• In-person team events and really fun in-person holiday parties!

Compensation:

• Starting base compensation at 55,000/year, commensurate/to be discussed with experience.
• Opportunity to earn commissions on upsells, feature-based.
• Robust benefits package (PTO, medical insurance, dental insurance, vision insurance, flexible spending account, health savings account, life & disability Insurance, retirement benefits/401(k) and voluntary benefits).

Our Interview Process:

• Step 1 - Phone Interview with the Senior Director of Operations, one of Machinio's execs, to get to know you!
• Step 2 - Google Meets video interview with the Team Lead to go into detail about the role and participate in an evaluation.
• Step 3 - Final interview.

We are efficient decision-makers. Our interview process has a 2-week timeline and we do not waste time. We are not recruiters, we are real employees, with long tenures and institutional knowledge, and we work with and manage the job/team you are interviewing for. We take time to interview and build teams because our people are our most important resource.