Client Experience Specialist

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.

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.

Requirements:

• Bachelors degree or equivalent experience.

• 25 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 cant 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; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were 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 thats our goal every day. Because thats what industry leaders do. Whether youre 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 dont hesitate to apply. Wed 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!