Client Success Manager

Summary

Join DiligenceVault, a leading technology platform, as a Client Success Manager and support our client and user base through best-in-class user experience and implementation partnership. Manage day-to-day client communications, partner with Product and Engineering teams, and oversee new account onboarding. Proactively anticipate and resolve client issues, manage renewals, and collaborate on upsell opportunities. Become a subject matter expert on the DiligenceVault platform, conduct training sessions, and contribute to the company's knowledge base. Liaise between Sales and Product teams and serve as the primary client contact, ensuring strong cross-functional coordination. This remote position requires strong client interaction and communication skills and a willingness to solve problems efficiently and effectively.

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
• 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)

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

Preferred Qualifications

• Experience working with asset managers / institutional investors is a strong plus
• 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
• Team Offsites
• Reward & Recognition Program