Customer Integration Solution Specialist

Location Type

• Hybrid
• 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.