Client Experience Specialist, Machinio
SaaS, North America
$55-60k
Plus opportunity to earn commissions on upsells, feature-based
More information about location
Marketplace for used heavy machinery
Open for applications
Marketplace for used heavy machinery
21-100 employees
Open for applications
$55-60k
Plus opportunity to earn commissions on upsells, feature-based
More information about location
21-100 employees
Company mission
To connect dealers with buyers.
Role
Who you are
- If you are highly detail-oriented, organized, enjoy solving problems, excel at building and maintaining relationships, can quickly learn new systems and functionalities, thrive under deadlines, are passionate about process and continuous improvement, and are committed to delivering an exceptional customer experience, this role is an excellent fit
- You either have the skills below or are willing to learn them:
- Strong at building relationships and maintaining excellent customer interactions
- Comfortable leading meetings with existing clients and conducting training sessions in person or virtually
- Extremely patient, able to explain functions clearly, and present effective solutions
- Highly detail-oriented and proactive in managing the work assigned to you
- Impeccable attention to grammar and visual presentation
- Quick to learn new systems and functionalities
- Able to meet deadlines, manage tasks, and deliverables consistently
- Passionate about processes, methods, and continuous improvement
- A kind, genuine, and collaborative team player who thrives in group settings and enjoys contributing to a productive, goal-oriented team
- This is not a cushy role—you must be online, available, and actively working during scheduled hours to support clients and the team
What the job involves
- The Customer Experience Specialist role at Machinio plays a key part in the growth of our fastest-growing product, Machinio System—an all-in-one software solution that powers websites and CRMs for dealers in the machinery, marine, and service industries
- Be the primary point of contact for the Machinio System Existing Client Support initiative for dedicated accounts
- Manage the support inbox and phone line for dedicated accounts, ensuring timely and professional responses
- Handle technical inquiries, troubleshoot, and escalate complex issues when necessary
- Conduct periodic check-ins to assess client satisfaction, encourage product usage, and address concerns proactively
- Deliver phone and video explanations, lead occasional training sessions, and create learning materials to support clients
- Follow up on late payments, while learning and applying effective client retention strategies
- Assist clients with updates, issues, and questions related to their Machinio System-powered website designs
- Gather client feedback and testimonials to support marketing and product improvement efforts
- Participate in weekly collaboration sessions with the Team Lead to brainstorm solutions
Application process
- Step 1 - Phone Interview with the Senior Director of Operations, one of Machinio's execs, to get to know you!
- Step 2 - Google Meets video interview with the Team Lead to go into detail about the role and participate in an evaluation
- Step 3 - Final interview
- We are efficient decision-makers. Our interview process has a 2-week timeline and we do not waste time
Our take
Machinio is the largest online global marketplace for used construction machinery and equipment, with over one million listings and millions of vetted buyers. The $400 billion machinery sector is a lucrative one to be in, and with a client pool that’s been growing substantially year-on-year, Machinio has slowly been cornering the market.
The company’s second prong, MachineryHost, is an industry-specific CRM for used machinery dealers that comprises tools for business operations including inventory management, quoting, and email marketing. This provides an important cross-sell opportunity that Machinio has leveraged astutely, with many Machinio clients also signing up to the CRM service.
It’s an interesting market niche: used equipment dealerships are one of the areas seeing slow digital transformation uptake, in part because businesses are often multi-generational. With more people forced to pivot online in recent years, however, cultivating a sophisticated online presence has become business-critical. So Machinio’s steady progress, which in the future will focus on consolidating and refining its product offerings, looks set to continue paying off.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2016
$3m
SERIES A
May 2014
$1m
SEED
Total funding: $4.1m
Company benefits
- 30 days/year holiday policy
- Flexibility to work remote, possibility to work abroad
- Remote setup provided for all team members, along with modern work equipment
- Casual, collaborative, fast-paced work environment and a fun team (we’re cool)
- Quarterly in-person team events and really fun in-person holiday parties!
- Employee milestone program
Company HQ
Little Village, Chicago, IL
Leadership
Robin Hargadon
(General Manager)VP at Liquidity Services International (Machinio's parent company). Formerly Operations/Controller at Nativ, and Systems Integration Consultant at Accenture.
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