Senior Customer Solutions Specialist

About your role

Are you a creative problem solver who loves to learn new technologies and guide others? We’d love for you to consider joining Juniper Square as a Senior Customer Solutions Specialist. This role will be a founding member of our EMEA team, working directly with executives and collaborating with Product, Engineering, and Customer Success to deliver exceptional customer experiences.

You'll be a valuable partner to our private equity customers, serving as a product expert, troubleshooting complex issues, and collaborating cross-functionally. We have a culture of continuous learning and growth, developing communication, problem-solving, and project management skills. This role is great for those looking to continue in their career in Customer Success, Technical Consulting, Sales, or Customer Enablement.

What you’ll do

• Deliver outstanding technical assistance to our customers via phone, email, Zoom and chat while taking ownership of timely solutions
• Develop expert-level knowledge of our Juniper Square platform and the private markets industry in order to share best practices and guide customers to success
• Use B2B customer-facing skills by developing strong relationships with customers and act as their trusted advisor
• Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement complex solutions for our customers
• As needed, guide customers throughout their onboarding journey and hold client meetings to review their needs for success
• Advocate by sharing customer feedback to inform product development and improvements
• Demonstrates cross-functional understanding of the customer journey, collaborating effectively with other teams to address customer needs and proactively communicate potential risks
• Independently manage high-profile customer escalations, leveraging product expertise to handle challenging customer questions and objections, de-escalate difficult situations, and consistently achieve high CSAT (Customer Satisfaction) scores
• Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise
• You might be subject to travel to the US

Qualifications

• Bachelor’s degree (Finance, Accounting, Economics, MIS, or business related degree preferred)
• 4-6 + years of professional experience in a relevant setting
• Excellent written and verbal communication skills
• Demonstrate assertiveness and perseverance when resolving customer requests
• Team-first attitude, high level of empathy, and passion for helping others
• Strong troubleshooting, problem solving, and analytical ability
• Excellent time management and organizational skills
• Strong technical aptitude and a desire to learn and develop new skills
• Ability and openness to work U.K. business hours for business and customer needs, but flexible to join periodic later meetings (several times a month)

At Juniper Square, we believe building a diverse workforce and an inclusive culture makes us a better company. If you think this job sounds like a fit, we encourage you to apply even if you don’t meet all the qualifications.