Senior Customer Solutions Specialist

Summary

Join Juniper Square as a Senior Customer Support Specialist and become a founding member of our EMEA team! You will work directly with executives and collaborate with Product, Engineering, and Customer Success to deliver exceptional customer experiences. As a product expert, you will troubleshoot complex issues for our private equity customers and build strong relationships. This role fosters continuous learning and growth in communication, problem-solving, and project management. It's ideal for those seeking career advancement in Customer Success, Technical Consulting, Sales, or Customer Enablement. You will be responsible for delivering outstanding technical assistance and developing expert-level knowledge of our software and the private markets industry. This position offers opportunities for professional development and growth within a supportive and inclusive team culture.

Requirements

• Bachelor’s degree (Finance, Accounting, Economics, MIS, or business related degree preferred)
• 4-6 + years of professional experience in 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 Lux business hours for business and customer needs, but flexible to join periodic later meetings (several times a month)

Responsibilities

• 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 evolving software and the private markets industry who can share best practices and guide customers to success across our core product areas
• 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 software improvements
• Demonstrates cross-functional understanding of the customer journey, collaborating effectively with Customer Success Managers, Implementation, and Services teams to address customer needs and proactively communicate potential risks
• Independently manage high-ARR ticket 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

Benefits

• Supplemental health and dental coverage for you and your family
• Comprehensive paid holiday leave in addition to company-recognized holidays
• Paid family leave, medical leave, and bereavement leave policies
• Pension contributions
• Annual professional development stipend