Technical Client Success Manager

Position : Technical Client Success Manager

Location : India (Remote)

Shift Time : 5:30 PM - 2:30 AM IST

At DiligenceVault, we’re the leading technology platform and industry network to streamline and digitize the manually intensive diligence process. We have experienced a wonderful period of growth as the direct result of increased efficiency and productivity for our network of over 70,000 platform users at over 15,000 firms in over 100 countries. To continue on this trajectory, we are looking for exceptional talent from across disciplines and industries to shape the future of due diligence and improve the lives of our clients and users in a meaningful way.

ABOUT THE ROLE

We are seeking an experienced Technical Client Success Manager to support our client and user base through best in class user experience and implementation partnership. The ideal candidate is a self-starter with a passion for client success, technology, and B2B client channels.

RESPONSIBILITIES IN THE VAULT

• 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
• Competitive drive, positive attitude, incredible work ethic, and attention to details
• 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

• All the latest Tech-Stack you need to succeed
• Medical Insurance Coverage
• Wellness Reimbursement
• Training Reimbursement
• Flexible Paid Time Off Policy
• Work From Home
• Reward & Recognition Program

DiligenceVault India Pvt. Ltd. is an Equal Opportunity Employer. Diligence Vault India Pvt. Ltd. does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.