Client Experience Specialist
Job Description
The Client Experience Specialist is responsible for managing a high-volume portfolio of client accounts through a shared support inbox, delivering exceptional customer service while driving product adoption, client retention, and long-term customer success. This role serves as the primary point of contact for client inquiries, quickly assessing customer needs and providing timely, accurate, and solution-oriented responses.
The ideal candidate is highly organized, thrives in a fast-paced environment, excels at multitasking, and possesses exceptional written communication skills. Success in this role requires balancing reactive customer support with proactive engagement to increase product utilization, improve client satisfaction, and reduce churn.
Key Responsibilities
Client Relationship Management
Manage a large portfolio of client accounts through a shared Client Success inbox.
Respond professionally and promptly to client inquiries.
Build trusted client relationships.
Serve as the primary point of contact for day-to-day client needs.
Shared Inbox Management
Quickly assess incoming client requests.
Prioritize multiple requests while meeting response SLAs.
Resolve issues independently or coordinate internal escalations.
Provide clear, concise, customer-focused responses.
Product Adoption
Identify opportunities to increase product utilization.
Conduct proactive outreach and education.
Support onboarding and ongoing engagement.
Client Retention
Identify at-risk clients.
Partner with internal teams to resolve concerns.
Document feedback and retention trends.
Account Management
Maintain accurate Salesforce records.
Track client interactions.
Identify expansion opportunities.
Cross-Functional Collaboration
Partner with Product, Support, Sales, Operations, and Professional Services to resolve issues and improve the customer experience.
Required Qualifications
Bachelor's degree or equivalent experience.
2-5 years in Client Success, Customer Success, Account Management, or Customer Support.
Excellent written communication skills.
Strong organizational and multitasking abilities.
Experience with Salesforce or similar CRM.
Strong problem-solving skills.
Customer-first mindset.
Benefits
Career growth opportunities in a diverse and supportive work environment.
Competitive Salary Package
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus additional benefits
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!