Client Experience Specialist

Job summary

Support clients throughout their lifecycle by responding to inquiries, troubleshooting issues, coordinating resolutions, and providing training and guidance on effective use of the ERP platform. Gather client feedback, maintain CRM records and client-facing documentation, and help improve customer satisfaction and support processes.

Job details

Company Description Premier Construction Software is a global, AI-powered construction ERP platform that helps growing general contractors and land developers control job costs, cash flow, and risk across every project. The cloud-based solution replaces disconnected accounting, project management, and field tools with a single source of truth for WIP, change orders, and forecasting. Built specifically for multi-project, multi-entity portfolios, Premier offers advanced construction accounting, real-time reporting, and cash-flow forecasting to keep margins on track. Integrated project and field management tools connect RFIs, subcontracts, drawings, and change orders directly to budgets and schedules, while automated billing, approvals, and payroll help teams reduce manual work and speed collections. Role-based dashboards and consolidated reporting support better decision-making for construction finance teams. Role Description The Client Experience Specialist is a full-time, hybrid role based in Markham, ON. This role focuses on supporting clients throughout their lifecycle, including, training and ongoing product usage, to ensure a smooth and positive experience with Premier’s ERP platform. Day-to-day responsibilities include responding to client inquiries, troubleshooting issues, and coordinating with internal teams to resolve technical or process-related concerns. The Client Experience Specialist will proactively gather feedback, identify opportunities to improve customer satisfaction, and guide clients on best practices to maximize platform value. The role also involves maintaining accurate records in CRM tools, preparing client-facing documentation, and contributing to continuous improvement of client support processes. Qualifications Accounting background or experience is a must Strong interpersonal skills and ability to build trusting, long-term relationships with clients. Clear, professional communication skills, including active listening and concise written and verbal communication. Experience in customer service with a focus on resolving issues and ensuring high customer satisfaction. Background in customer experience, including gathering feedback and improving processes that impact clients. Ability to learn and explain cloud-based or SaaS software; experience with ERP or construction technology is an asset. Comfort working in a hybrid environment, managing time effectively and collaborating with cross-functional teams. Detail-oriented with strong organizational skills and proficiency with CRM and support ticket systems. Post-secondary education in business/accounting, communications, or a related field, or equivalent experience.

What you’ll do

Support clients throughout their lifecycle by responding to inquiries, troubleshooting issues, coordinating resolutions, and providing training and guidance on effective use of the ERP platform. Gather client feedback, maintain CRM records and client-facing documentation, and help improve customer satisfaction and support processes.

Requirements

An accounting background or experience is required, along with customer service or customer experience skills and the ability to build trusted client relationships. Candidates should communicate clearly, be organized and detail-oriented, and be comfortable learning and explaining SaaS software; ERP or construction technology experience is an asset.

Listed skills

• Customer service · Preferred
• written communication · Preferred
• Organization · Preferred
• issue resolution · Preferred
• CRM Systems · Preferred
• Accounting · Preferred
• Process Improvement · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Accounting
• Client Relationship Building
• Customer Service
• Issue Resolution
• Active Listening
• Written Communication
• Verbal Communication
• Customer Experience
• Feedback Gathering
• Process Improvement
• SaaS Software
• ERP Software
• CRM Systems
• Support Ticket Systems
• Organization
• Cross-Functional Collaboration

Job areas

• Customer Service & Support
• Finance & Accounting
• Software
• Construction

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