Senior Support Services Specialist

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. Our dedication to enhancing productivity has earned us recognition on prestigious lists including the Forbes Cloud 100, Fast Company's Most Innovative Companies, Inc. Power Partners and #1 on two of G2's Best Software Products Lists for 2023 - #1 Project Management Product and #1 Collaboration and Productivity Product.  With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄

  Customer service is our #1 Core Value at ClickUp, and we want users of all sizes to experience the absolute best support interactions they've ever had. To make that happen our Senior Support Services Specialists work with our clients to ensure the support they receive is both contextual to their needs and exceptional.   As a Senior Support Services Specialist, you'll have the opportunity to partner closely with some of our largest clients, assisting them through email and Zoom. You'll work with many teams at ClickUp to both debug issues our users face and represent their needs across the company. Additionally, you will work in a revenue generating vertical of support. Managing a book of accounts assisting them in hands on workspace configuration, workflow validation, escalated support, and more. You will implement solutions that enable customers to unlock the value of their ClickUp investment while showcasing ROI and driving renewals.   The Role:

• Possess expert knowledge of the ClickUp product to provide contextualized support to strategic clients.
• Partner with our sales and success teams.
• Work closely with clients to understand their use of ClickUp, their goals, and their processes.
• Become a trusted advocate for your clients internally, representing their needs to key stakeholders at ClickUp.
• Own the customer experience. You will take the lead to help customers figure out what they need and guide them through to resolution with the least effort possible.
• Articulate insights from our customers to our product, development, and marketing teams to help continue shaping ClickUp into an industry leader.
• Educate and empower our clients to become better ClickUp users.

  Key Responsibilities:

• Expertly navigates all available resources to ensure knowledge of bugs, feature requests, workarounds, and adherence to documented procedures.
• Critically understands what is necessary to provide the best customer experience
• Drive the improvement of team processes and client-facing support documentation to provide an optimal customer experience
• Manage a book of Premium Support and Optimization Services accounts
• Create upsell opportunities through exceptional client experience and surface those opportunities to our partners on the sales team
• Pro-active in client relationships driving utilization of the service, renewals, and positive NDR
• Provide guidance and mentorship to team mates across the support organization.

  Qualifications:

• 3+ years prior experience in a consulting role, preferably with mid-market or enterprise customers.
• Strong technical aptitude with experience in configuring, implementing, and customizing SaaS platforms.
• Demonstrated customer-centric approach with a strong focus on delivering exceptional customer service.
• Exceptional ability to establish and cultivate relationships with clients across all levels of the organization.
• Excellent problem-solving and troubleshooting skills.
• Outstanding written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Self-motivated, proactive, and able to work independently.
• Proficiency in English

Desirable:

• An existing familiarity with the ClickUp product.
• Preferred experience in SaaS PPM software or collaborative work management (CWM)

 

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Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, m