Senior Specialist Client Support

Working hours : US shift, with after-hours support approximately twice per month (8:00 am - 5 pm EST / 14:00 - 23: 00 CET) Location: Brno, Czech Republic; Bratislava or Košice, Slovakia Hybrid working: Up to 2 days per week working from home Salary: CZ: base salary from 81 000 CZK to 130 000 CZK gross/a month. The actual salary is based on your skills, experience and knowledge. SK: base salary from 3 100 EUR to 4 700 EUR gross/a month. The actual salary is based on you skills, experience and knowledge. As a Senior Specialist, you will act as a key point of contact for customers and internal teams, providing expert support for complex systems, products and technical projects. You will manage the end-to-end implementation of high-value, customer-facing technical projects, ensuring successful delivery and a positive customer experience. The role combines customer support, project management, technical coordination and stakeholder management, with responsibility for guiding projects from initial planning through implementation and post-delivery support. Key Roles and Responsibilities • Customer Advocacy & Support: Act as a trusted point of contact for customers, providing timely support and resolving complex issues while maintaining a high level of customer satisfaction. • Project Management: Manage the full lifecycle of high-value, customer-facing technical projects, ensuring delivery on time, within scope and in line with budget and quality requirements. • Implementation & Coordination: Coordinate implementation activities and support both pre-sales and post-sales processes. • Stakeholder & Vendor Management: Work closely with customers, internal teams, suppliers and external vendors to ensure project objectives, dependencies and deliverables remain aligned. • Order & Billing Management: Manage customer orders and billing-related processes and collaborate with systems teams to identify and implement process improvements. • Technical Guidance & Risk Management: Provide technical and analytical expertise, identify project risks and issues, and proactively develop appropriate solutions and mitigation plans. • Data Management & Customer Satisfaction: Maintain accurate customer and project data while building strong, long-term customer relationships. • Contract Compliance & Training: Review contractual documentation, coordinate supplier orders and provide post-implementation training and product design or redesign support where required. • Performance Tracking & Reporting: Monitor project progress, track key deliverables and provide regular, clear updates to customers and internal stakeholders. • Consultative & Documentation Support: Provide strategic guidance to customers, maintain accurate project documentation and ensure compliance with relevant policies and procedures. • Network Improvement Coordination: Where applicable, support engagement with building or venue owners regarding network improvement opportunities. Skills & Experience • 2+ years of relevant professional experience • Experience managing customer-facing technical projects • Strong customer service and stakeholder management skills • Ability to manage multiple priorities and work independently with minimal supervision • Strong problem-solving, analytical and organisational skills • Experience coordinating across internal teams, customers, suppliers and external vendors • Experience with GPS and ServiceNow is desirable • Bachelor’s degree (BS/BA) preferred • PMP certification or equivalent project management experience is desirable What You’ll Bring You are an experienced professional who can work independently on complex projects and make sound decisions with limited supervision. You are comfortable working across teams and engaging with senior s