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 1000 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

Other duties may be assigned.

• 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

• Bachelors 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

At QTS we recognize that our people are our greatest asset. This role is eligible for a comprehensive Total Rewards package designed to support your health financial well-being professional growth and work-life balance. Benefits include:

• 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.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The Know Your Rights Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.