Job Description

The Customer Integration Solution Specialist is a technically skilled, customer-focused member of the Customer Success
organization responsible for owning the end-to-end experience of Marco's Client Integrations API in the Print business unit.
This role serves as the primary point of contact for clients implementing API-based workflows — from initial onboarding
through ongoing support and integration expansion. The Specialist bridges the gap between Marco's technical platform and
the client's operational needs, delivering a Gold Standard Experience through structured onboarding, proactive engagement,
and expert technical guidance.
ESSENTIAL FUNCTIONS:

• Own end-to-end client API solutioning & onboarding, including CTO approval coordination, end user agreement execution, and invitation-based environment setup for Test and Production access.
• Guide clients through REST API integration with Marco's Insights Cloud Portal, including print service call creation, supply order automation, equipment list retrieval, and shipment tracking.
• Troubleshoot and resolve client-reported API errors (400/500 status codes), field validation failures, and special character handling issues with timely and documented resolution.
• Serve as the primary technical liaison between Sales/Customer Success and Marco's IS/engineering team, escalating unresolved technical issues and advocating for client-impacting platform improvements.
• Conduct proactive API integration health reviews to assess adoption, identify underutilized capabilities, and drive expansion from print service calls to supply order workflows.
• Develop and maintain client-facing onboarding documentation, technical guides, and internal knowledge base resources to support scalable, consistent integration delivery.
• Serve as the escalation point within the CS tier structure for API-related issues that exceed the capability of Tier 1 Representatives and Tier 2 Coordinators.
• Collaborate cross-functionally with Sales, IS, and Operations to identify integration opportunities within existing accounts and support pre-sales technical discussions as needed.
• Monitor integration adoption metrics and client sentiment to identify at-risk accounts, surface trends to CS leadership, and contribute to retention strategy.
• Uphold business ethics by supporting Marco’s vision, mission and values.
• Exemplify the Gold Standard Experience through every interaction.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

QUALIFICATIONS:

• Associate degree or higher in Information Technology, Business, or a related field; or equivalent combination of education and experience.
• 2+ years of experience in Customer Success, technical account management, or IT support in a client-facing role.
• Demonstrated experience with REST APIs, including working knowledge of API authentication, request/response structures, HTTP status codes, and troubleshooting methodologies.
• Familiarity with enterprise ticketing systems such as ServiceNow is strongly preferred.
• Experience in the managed print, technology, or SaaS industry is a plus.

REQUIRED SKILLS:

• Strong technical aptitude with the ability to understand, explain, and troubleshoot REST API integrations in client facing contexts.
• Excellent verbal and written communication skills, with the ability to translate complex technical concepts for non-technical stakeholders.
• Demonstrated ability to manage multiple client engagements simultaneously with strong organizational skills and attention to detail.
• Self-starter with the ability to plan, prioritize, and execute with limited supervision in a dynamic, growth-oriented environment.
• Collaborative mindset with proven ability to work cross-functionally across CS, IS, Sales, and Operations teams.
• Strong customer empathy and a commitment to delivering a Gold Standard client experience at every touchpoint.
• Ability to identify upsell and expansion opportunities within existing accounts and communicate them effectively to CS leadership.
• Proficient with business collaboration tools including Microsoft Office Suite, CRM platforms, and API testing tools (e.g., Postman).
• Natural aptitude for outcome-based reasoning and root cause analysis.

PAY RANGE: $28.00-$43.40 hourly

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.