DiligenceVault

Customer Success Manager

• Manage day-to-day communications with clients across APAC, ensuring timely support and engagement.
• Lead onboarding and implementation for new accounts, ensuring successful adoption of our AI-driven SaaS platform.
• Proactively identify and anticipate client issues based on usage patterns and feedback.
• Collaborate with Product & Engineering teams to implement client requirements and relay feedback for continuous improvement.
• Prioritize and troubleshoot client issues, following through to resolution.
• Develop deep expertise in DiligenceVault platform functionalities and become a subject matter expert.
• Maintain and update the company knowledge base, product updates, and lead webinar or training sessions for clients.
• Serve as the main point of contact for clients while collaborating closely with the global Client Success team.
• Coordinate between Sales and Product teams to support delivery of new modules and functionalities.
• Own the renewal process and ensure consistent client satisfaction.
• Occasionally travel within Australia for client meetings, conferences, and industry events.

Client Success Manager

Client Services Representative

• Deliver exceptional support experiences to global clients of the DiligenceVault platform
• Act as first line of support for asset managers, institutional investors, and financial professionals
• Manage support tickets and live client calls
• Troubleshoot platform-related issues, integrations, and resolve queries accurately and quickly
• Conduct product training sessions and webinars to drive adoption
• Collaborate with Product & Engineering to escalate issues and share client feedback
• Document product FAQs, knowledge base articles, and troubleshooting guides
• Perform incident tracking, root cause analysis, and ensure timely resolution
• Become a DiligenceVault platform expert and guide clients in best practices

Client Success Manager

Client Support Associate