Client Support Specialist

• Provide customer data, reporting, and operational insights to Sales and Account Management teams to support retention and growth strategies
• Own customer and operational issues, proactively identify solutions, drive follow-up activities, and manage priorities
• Lead the Renewal Review process through cross-functional audits and physical site reviews
• Validate customer services and data, identify risks and discrepancies, and support renewals, upgrades, growth opportunities, and revenue retention
• Maintain data integrity and accurate customer records across Salesforce, Service Now, contracts, reporting tools, and other operational systems
• Deliver contracts, invoices, and other customer documentation
• Serve as the primary escalation point for unresolved service-related issues and requests
• Address billing inquiries and reporting discrepancies with Billing, Accounts Receivable, and customers
• Complete credit requests, account billing and contract reviews, and ad hoc customer or business support activities
• Coordinate cross-functional meetings to investigate and resolve customer and account-related issues
• Manage customer terminations, including documentation, service validation, disconnects, billing resolution, and completion of termination activities

• Bachelor’s degree in Business, Project Management, a related technical field, or an equivalent combination of education and professional experience
• Three or more years of experience in a customer-facing, operational, project management, or client services role
• Experience preferably within the technology, managed services, telecommunications, or data center industries
• Experience with enterprise platforms such as Salesforce, Tableau, Icertis, Workday, Yay Pay, and Service Now
• Knowledge of data center operations, infrastructure, and customer lifecycle management
• Experience supporting cross-functional teams in a fast-paced, technology-driven environment
• Ability to provide guidance, mentorship, and support to team members
• Exceptional customer service, communication, relationship-building, and negotiation skills
• Strong organizational, analytical, and problem-solving skills
• Ability to manage multiple priorities, coordinate across teams, and drive tasks to completion
• Advanced proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Visio, and Project
• Ability to work collaboratively with Sales, Engineering, Product, Operations, Finance, and other cross-functional teams

Demonstrates expertise in customer data management, operational insights, and cross-functional collaboration to drive retention and growth strategies. Proficient in managing customer lifecycle processes, ensuring data integrity, and providing exceptional service in a technology-driven environment.

• Customer Data Management
• Salesforce Proficiency
• Cross-Functional Collaboration
• Operational Insights
• Customer Lifecycle Management

• Data Analysis
• Project Management
• Contract Review
• Billing Resolution
• Data Integrity Maintenance

• Exceptional Customer Service
• Communication Skills
• Relationship-Building
• Organizational Skills
• Problem-Solving Skills

• Managed Services
• Telecommunications
• Data Center Operations
• Customer Lifecycle Management
• Technology-Driven Environment

• Salesforce
• Service Now
• Tableau
• Icertis
• Workday