Client Support Specialist

About Milestone:

Milestone is an international company that specializes in innovative sample preparation solutions used in laboratories worldwide. With over 25 years of success, Milestone is built on a sustainable organic growth strategy that offers integrated solutions. These solutions enable our clients to achieve faster, safer, easier and more cost-effective processes for their operations. With over 50 patents and 25,000 systems globally, Milestone is a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role:

The milesCARE Client Support Specialist is a trusted consultant and educator, equipping customers with the knowledge to maximize the value of Milestone’s products and services. This role balances responsive service with proactive engagement, ensuring that every interaction is an opportunity to educate, advise, and enhance the client’s experience with milesCARE. By acting as both a customer advocate and a strategic partner, the milesCARE Client Support Specialist embodies the philosophy of thoughtful, responsive, and consultative care.

Responsibilities:

Customer Engagement & Service

• Deliver exceptional service to 3,000 clients through proactive and responsive interactions.
• Guide clients through inquiries by offering insights, best practices, and tailored solutions that maximize the benefits of milesCARE services.
• Ensure high-quality response times, prioritizing same-day or next-morning resolutions while maintaining the voice of Milestone in all communications.

Customer Advocacy

• Act as a trusted educator and consultant by understanding customer needs, proactively providing strategic insights, and equipping clients with knowledge that enhances their decision-making.
• Maintain knowledge of Milestone products, services, and industry trends to provide valuable insights and identify opportunities for upselling or cross-selling aligned with customer needs.
• Create and share educational materials, such as FAQs, best practices, and case studies, to support customers.

Partnership Building

• Serve as a bridge between the Product Team and customers, translating complex product insights into actionable guidance. Facilitate training sessions and client-facing webinars to reinforce milesCARE’s value.
• Develop and maintain strong relationships with both customers and the Milestone field team, ensuring alignment on customer needs, referral generation, and service delivery.
• Monitor response times and coordinate seamlessly between field and office operations to exceed customer expectations, facilitating collaboration across teams for optimal client support.

milesCARE Philosophy

• Champion the milesCARE philosophy by ensuring every interaction is proactive, consultative, and customer-centric.
• Leverage customer feedback to refine educational resources, ensuring clients feel supported, informed, and confident in their interactions with Milestone.
• Document customer interactions with an emphasis on knowledge trends, identifying areas where additional education or proactive outreach could improve the milesCARE experience.

Reporting & Continuous Improvement

• Track, report, and analyze key customer service metrics.
• Participate in ongoing training and development to stay updated on product knowledge, service techniques, and industry best practices.
• Contribute to the refinement of milesCARE processes, policies, and customer service strategies, ensuring continuous improvement and innovation.

Requirements:

• Education: Bachelor’s degree in a STEM field (e.g., Chemistry, Biology, Engineering, Physics, or a related scientific discipline) or equivalent technical experience.
• Client-Facing Experience: 2 years in a customer-facing role, such as technical support, customer success, field service, or consultative sales.
• Industry Knowledge: Familiarity with laboratory equipment, analytical instrumentation, or scientific applications is a plus.
• Communication and Problem-Solving Skills: Strong verbal and written communication skills with the ability to convey technical concepts in an accessible and engaging manner. Analytical mindset with a proactive approach to identifying and addressing customer needs.
• Collaboration & Adaptability: Experience working cross-functionally with sales, field teams, and product development to enhance customer outcomes.
• Computer Skills: Proficient with Microsoft Suite; experience with Salesforce preferred.

Benefits Milestone will offer you:

• Comprehensive benefit package (medical, dental, vision)
• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills