Offer summary

Qualifications:

3–5 years of experience in customer success or related client-facing roles., Strong research, troubleshooting, and problem-solving skills., Proven training experience with the ability to design and present impactful training programs., Excellent written and interpersonal communication skills..

Key responsabilities:

Serve as a strategic partner to clients, managing expectations and providing solutions to complex issues.

Develop and deliver training sessions and materials for clients and internal teams.

Lead and manage projects from planning to execution, ensuring client satisfaction.

Proactively identify service improvement opportunities and advocate for customers across the organization.

Job description

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Job Title: Customer Experience Specialist
Location: Remote with up to 2 travel engagements per quarter
Company: MCSL – Millennium Computer Systems Limited
Website: www.mcsl.com
Reports To: Chief Product Officer

About Us:
MCSL is a trusted partner in the higher education space, delivering technology solutions that empower institutions to transform the student experience. With decades of experience and deep domain knowledge, we support colleges and universities across North America in achieving operational excellence and student success.

Position Summary:
We are seeking a Customer Experience Specialist who is passionate about delivering exceptional service, solving problems proactively, and contributing to the ongoing success of our higher education clients. Reporting directly to the Chief Product Officer, this role serves as a key connection point between our customers and internal teams, ensuring that every client interaction is thoughtful, responsive, and aligned with our mission.

Key Responsibilities:

Serve as a strategic partner to clients, managing expectations and providing timely, thoughtful solutions to complex issues.
Develop and deliver engaging training sessions and materials to ensure clients and internal teams are well-equipped to use our systems effectively.
Lead and manage projects from planning through to execution, ensuring client satisfaction and timely delivery.
Draft professional, clear, and effective written communications, including documentation, client updates, and knowledge articles.
Build and maintain strong relationships with clients, internal stakeholders, and cross-functional teams.
Proactively identify opportunities for service improvement and act as a customer advocate across the organization.
Willingness to dig into issues, explore available resources, and attempt to find solutions independently — a balance of initiative and resourcefulness

Requirements:

3–5 years of professional experience in a customer success, support, training, or related client-facing role.
Self-motivated and independent problem solver, comfortable working with minimal supervision.
Strong research and troubleshooting skills,
Proven training experience with the ability to design, present, and evaluate impactful training programs.
Excellent client expectation management and interpersonal communication skills.
Exceptional written communication skills with keen attention to clarity and tone.
Strong organizational and project management skills, with the ability to juggle multiple priorities effectively.

Preferred Qualifications:

Experience with Oracle SQL
Familiarity with Ellucian Banner
Prior experience in the higher education space

What We Offer:

A collaborative and mission-driven work environment
Flexibility through a fully remote work model
Opportunities to work with leading institutions and make a meaningful impact on higher education
Growth potential within a fast-paced and innovative team

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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