DiligenceVault

Technical Client Success Manager

DiligenceVault

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

ReactSQL

About the role

  • Manage day-to-day communications with clients
  • Partner with Product and Engineering teams on client implementations and in relaying client suggestions and feedback.
  • Oversee the onboarding of new accounts & ensure smooth and successful implementation.
  • Proactively anticipate client issues by identifying patterns and common concerns.
  • Prioritize and troubleshoot issues as they arise, performing basic root cause analysis and driving resolution.
  • Own the renewal process and collaborate with the Account Management team on upsell opportunities.
  • Demonstrate a willingness to learn the DiligenceVault platform and become a subject matter expert on its functionalities.
  • Conduct client webinars and user training sessions, showcasing platform functionality in a clear, efficient, and engaging manner.
  • Help develop and maintain the company’s knowledge base and product updates.
  • Liaise between Sales and Product teams to support the delivery of new modules and functionalities.
  • Serve as the client’s main point of contact and work collaboratively with the Global Client Success team to ensure strong cross-functional coordination across Sales, Marketing, and Product teams.

Requirements

  • 3 to 7 years of hands-on experience within Client Services at a B2B technology product company is a MUST (self-service software experience will also be considered)
  • Bachelor’s degree or equivalent in Business, Marketing, Communications, or relevant discipline
  • Strong client-interaction and communication skills – including the ability to react to client issues, assess and address them in a timely manner
  • Experience working with asset managers / institutional investors is a strong plus
  • Willingness and desire to solve problems efficiently and effectively
  • You consider yourself to be a problem solver
  • Process-oriented, including issue tracking and incident management
  • Independent self-starter willing to propose game-changing ideas
  • Ability to succeed in a remote team environment and a global team
  • API and some client-certification experience
  • Ability to run basic SQL queries to extract data and generate reports
  • Creativity - can turn client ideas/proposals into reality or the ability to visualize the final product
  • Comfortable giving training presentations to groups of any size
  • Familiarity with CRM (HubSpot), Project Management tools (JIRA), and Client Service systems (Zendesk)
  • Experience with supporting, testing, or developing web UIs is a big plus
  • Additional languages (Chinese, Japanese, Korean) is a strong plus
Benefits
  • Medical Insurance Coverage
  • Wellness Reimbursement
  • Training Reimbursement
  • Flexible Paid Time Off Policy
  • Work From Home Reward & Recognition Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APISQLweb UI developmentroot cause analysisincident managementdata extractionreport generation
Soft Skills
client interactioncommunicationproblem solvingcreativityprocess-orientedindependent self-startertraining presentation