Technical Client Success Manager
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Job Description
Technical Client Success Manager supporting clients at a SaaS platform for investment management. Overseeing onboarding, communications, and enhancements for an efficient user experience.
Responsibilities:
- 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
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