At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀
The Senior Premium Support Specialist provides exceptional support to premium clients, ensuring swift issue resolution and high customer satisfaction. This role involves managing client relationships, driving process improvements, mentoring colleagues, and proactively identifying opportunities to enhance the customer journey and team performance.
Key Responsibilities:
- Client Relationship Management: Serve as the primary point of contact for premium clients, addressing platform, workflow, technical, and bug-related issues with a focus on maintaining strong client relationships.
- Timely Issue Resolution: Ensure prompt responses to client inquiries within agreed SLAs, and take ownership of troubleshooting and resolving technical issues to minimize disruption.
- Workspace & Zoom Support: Engage directly with clients in their workspace, using the dedicated Premium Support Space for troubleshooting, and conduct Zoom meetings for complex issues with a clear agenda.
- Reporting & Documentation: Prepare and deliver bi-weekly reports summarizing support tickets, trends, bug updates, and adoption metrics to clients. Accurately document bugs and collaborate with the development team to ensure timely resolution.
- Collaboration & Escalation Management: Work closely with internal teams to escalate and resolve complex issues. Manage escalations efficiently to ensure client satisfaction.
- Resourceful: Efficiently navigates all available resources to maintain up-to-date knowledge on bugs, feature requests, workarounds, and compliance with established procedures.
- Proactive in Support: Proactively enhances client relationships, driving service utilization and securing renewals.
- Able Leader: Offers guidance and mentorship to colleagues within the support organization, fostering a culture of continuous improvement and collaboration.
- Balancing Priorities: Maintains KPIs while leading additional responsibilities and projects as assigned.
Additional Skills & Requirements:
- Critical knowledge of ClickUp functionality and optimal workflows
- Efficiently navigates all available resources to ensure knowledge of bugs, feature requests, workarounds, and adherence to documented procedures.
- Critical skillset managing recurring client relationships and the ability to drive renewals through an exceptional customer experience
- Understands what is necessary to provide the best customer experience
- Ability to direct other reps in execution of client deliverables
- Has a strong technical aptitude and a desire to dive into learning technology
- Seasoned in leading client calls
Key Focus Areas:
- Action Oriented: Takes initiative, acts quickly, and handles challenges with a positive attitude.
- Collaborates: Works well with others, builds partnerships, and supports team goals.
- Courage: Tackles tough assignments and gives direct, constructive feedback.
- Customer Focus: Understands customer needs, delivers solutions, and builds strong relationships.
- Self-development: Seeks growth, learns from experience, and broadens skills.
- Nimble Learning: Learns quickly, adapts to new situations, and applies lessons from successes and failures.
- Drives Results: Achieves goals, overcomes obstacles, and helps others succeed. Shares knowledge and improves team processes. Prioritizes delivering the best customer experience.
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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!
At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career. ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
ClickUp collects and processes personal data in accordance with applicable data protection laws.
Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.
ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email protected].
