What are the responsibilities and job description for the Senior Support Services Specialist position at ClickUp?
ClickUp is seeking a dedicated account representative who excels in developing comprehensive, end-to-end support strategies. This individual has a strong and balanced understanding of customer experience, process improvement, and technical support.
The ideal Senior Support Services Specialist understands account management strategies and has prior experience working with support teams to build customer relationships and enhance service delivery using problem-solving and communication skills. You are an out-of-the-box creative problem-solver, who makes impactful decisions supported by data analysis and strategic thinking. If you're a proactive, adaptable, and detail-oriented go-getter that thrives when faced with new challenges...this role is meant for you!
The Role
- Manage a portfolio of Premium Support accounts.
- Efficiently navigates all available resources to ensure knowledge of bugs, feature requests, workarounds, and adherence to documented procedures.
- Critical skillset managing recurring client relationships and the ability to drive renewals through an exceptional customer experience
- Have a strong technical aptitude and ability to learn quickly
- Seasoned in leading client calls
- Identify new opportunities for service enhancements, process, and upsell opportunities.
- Collaborate with customer facing and internal teams to improve customer satisfaction and service utilization.
Qualifications
- 5 years of direct experience in a support services role.
- 4 years of experience in SaaS or tech industries.
- Bachelor's degree in Business, IT, or a related field.
- Proven success in driving customer renewals and satisfaction.
- Proficient in collaborating with cross-functional teams and executives.
