This role requires 4 days on site collaboration per week. You must be able to commute to our West 22nd Street office in New York.Responsibilities- Act as the primary point of contact for a portfolio of clients, ensuring timely, effective, and professional support.
- Monitor client success, progress, issues, and opportunities; proactively follow up to ensure resolution and satisfaction.
- Contribute to achieving SLA targets and overall client satisfaction goals.
- Identify, analyze, and investigate technical and functional issues encountered by customers in their use of the platform.
- Translate customer issues into clear problem scenarios for Engineering and Technical teams.
- Test product fixes and patches, validate solutions, and communicate resolution status and timelines to clients.
- Support clients with complex platform usage, configurations, and data-related questions.
- Assist with client-facing release communications and user training related to new features or enhancements.
- Ensure smooth adoption of new functionality by business users.
- Analyze customer needs to recommend appropriate functional and technical solutions.
- Support onboarding and activation activities to help clients realize value quickly.
- Create, maintain, and improve client documentation, reporting, and dashboards.
- Work closely with other teams to relay customer feedback and technical insights.
- Support continuous improvement initiatives related to product quality and client experience.
Requirements- Bachelor's degree (or equivalent) in an IT, Engineering, Computer Science, or related technical discipline.
- 2-4 years of experience in a SaaS environment, ideally as a Client Success Analyst, Presales Engineer, Support Associate, or similar technical client-facing role.
- Experience with SaaS platforms
- Good working knowledge of SQL, data analysis and Power BI
- Strong data management skills; advanced proficiency in Excel and PowerPoint
- Experience interacting with external stakeholders
Core Skills & Competencies- High attention to detail with strong organizational and time-management skills.
- Proven ability to work under pressure and manage tight timelines.
- Excellent verbal and written communication skills; able to explain technical concepts to non-technical stakeholders.
- Highly analytical, curious, and passionate about technology and technology-driven services.
- Customer-focused mindset with a strong sense of ownership and accountability.
- Strong problem-solving orientation and ability to balance technical depth with client empathy
BenefitsUpClear employees have access to a range of competitive benefits, including
- Various Health Care Plans you can choose from to best fits your needs (Medical, Dental & Vision)
- Retirement Plan with company match (401k, IRA)
- Commuter Benefits
- Generous Paid Time Off package that grows with seniority (Vacation, Sick, and Public Holidays)
- Paid Maternity leave
- Paid Parental bonding leave
- One month paid sabbatical after five continuous years of work at UpClear
- Salary $80K-100K
The salary range listed is a good faith determination of potential compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary several factors may be considered as applicable including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority.
