Client Support Specialist

Client Services Specialist

The Client Services Specialist is responsible for supporting existing customers through proactive account support, issue resolution, and operational coordination to drive customer satisfaction, revenue retention, and growth across a portfolio of more than 1,000 accounts. This role serves as a key liaison between customers, Account Management, Sales, Billing, Operations, and other internal teams to ensure exceptional customer experience. The Client Services Specialist reports to the Senior Manager, Client Services.

Responsibilities

• Provide customer data, reporting, and operational insights to Sales Executives, Sales Leadership, Account Managers, and Account Management Leadership to support customer retention and growth strategies.
• Act as a self-starter who takes ownership of customer and operational issues, proactively identifies solutions, drives follow-up activities, and manages priorities effectively to ensure exceptional service and successful outcomes.
• Lead the Renewal Review process by coordinating cross-functional audits and physical site reviews with the Critical Operations Team (COT), Operations Support, and Facilities teams; validating customer services and data; identifying risks and discrepancies; and providing accurate information to support contract renewals, upgrades, customer growth opportunities, and revenue retention efforts.
• Partner with internal teams to maintain data integrity and ensure the accuracy and consistency of customer records across Salesforce, ServiceNow, contracts, reporting tools, and other operational systems, proactively identifying and resolving discrepancies that impact customer service, reporting, and business operations.
• Deliver contracts, invoices, and other customer documentation to clients and internal stakeholders as needed.
• Serve as the primary escalation point for service-related issues and requests that cannot be resolved by the Operations Support Center (OSC).
• Address billing inquiries and reporting discrepancies by partnering with Billing, Accounts Receivable, and customers to drive timely resolution.
• Complete credit requests, account billing/contract reviews, and other ad hoc customer or business support activities.
• Coordinate and facilitate cross-functional meetings with customers and internal stakeholders to investigate and resolve customer name changes, invoice discrepancies, billing concerns, and account-related issues, driving action items to completion and ensuring timely, accurate resolution.
• Manage the customer termination process by coordinating with customers and internal stakeholders to ensure accurate documentation, validate services and contractual obligations, facilitate service disconnects, resolve outstanding billing or account issues, and ensure timely completion of all termination-related activities.

Basic Qualifications

• 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, preferably within the technology, managed services, telecommunications, or data center industries.

Preferred Qualifications

• Experience working with enterprise platforms such as Salesforce, Tableau, Icertis, Workday, YayPay, and ServiceNow.
• Knowledge of data center operations, infrastructure, and customer lifecycle management.
• Experience supporting cross-functional teams in a fast-paced, technology-driven environment.

Knowledge, Skills, and Abilities

• Demonstrated ability to provide guidance, mentorship, and support to team members while fostering collaboration and accountability.
• Exceptional customer service, communication, and relationship-building skills, with the ability to effectively interact and negotiate with stakeholders at all levels of the organization.
• Strong organizational, analytical, and problem-solving skills with a focus on delivering customer-centric solutions.
• Proven ability to manage multiple priorities, coordinate across teams, and drive tasks to completion in a dynamic environment.
• 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.

Total Rewards

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement savings plan
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Generous paid time off and company holidays
• Paid volunteer time off
• Employee Assistance Program (EAP)
• Tuition assistance and professional development opportunities
• Paid parental leave
• Military leave assistance
• QTS Scholarship Program for eligible dependents
• Wellness programs and additional company-sponsored benefits

This position is eligible for participation in the QTS annual bonus program.