Client Success And Product Support Specialist

Summary

Join DiligenceVault, a leading technology platform, as a Client Operations & Product Support Specialist. You will bridge the gap between clients, internal teams, and the product, combining technical expertise and client support. Key responsibilities include developing customer engagement strategies, creating onboarding plans, acting as an internal resource for product-related queries, assisting with third-party integrations, and conducting data analysis. This role requires at least 3 years of experience in customer success, client engagement, and product support within a SaaS company, experience with international clients, and SQL proficiency. The ability to work in the EST time zone is mandatory. Proficiency in API integration troubleshooting and experience with Postman are preferred.

Requirements

• Minimum of 3 years of hands-on experience in Customer success , Client Engagement and Product Support within a Technology SaaS based company
• Experience working with International clients is essential
• Hands on experience with SQL (query writing ) is mandatory
• Ability to work in the EST time zone
• Strong client-interaction and communication skills, with the ability to react promptly to client issues and provide effective solutions
• Experience working in a global team environment, with a proven ability to collaborate across different time zones and cultures

Responsibilities

• Develop new ways of engaging with customers to increase product usage
• Create customer onboarding plans from training to product adoption to expand usage
• Act as the go-to resource for internal teams, addressing product-related queries and issues
• Assist with third-party integrations, including Office plugins and SSO (SAML), ensuring smooth setup and troubleshooting
• Be self-sufficient across customer engagements while keeping constant feedback loops back to all key stakeholders including: Engineering, Product, Customer Success & support,  Marketing, etc
• Conduct data analysis about customers usage to share insights and drive decision-making
• Manage and prioritize support tickets to ensure timely resolution and effective follow-up with clients
• Maintain open lines of communication with clients to understand their needs, gather feedback, and address any pain points
• Stay informed about industry trends, competitor offerings, and emerging technologies to guide product evolution

Preferred Qualifications

• Proficiency in troubleshooting API integrations is good to have
• Experience using Postman for API testing, SSO (SAML), MS- Office plugins is a plus