Client Success & Product Support Specialist

 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 50,000 platform users at over 13,000 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.
 

  Shift: 8:00 AM to 5:00 PM EST (i.e. 6:30PM to 3:30AM IST)

About the Role:

We are looking for a dynamic and proactive Client Operations & Product Support Specialist to bridge the gap between our clients, internal teams, and the product. This role combines technical expertise and client support to ensure timely issue resolution, insightful product feedback, and continuous improvement in client satisfaction.

Key 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.

Requirement: 

• 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.
• 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.

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