Offer summary

Qualifications:

Bachelor's degree in Business, Marketing, Communications, or related field., 3 to 7 years of experience in Client Services at a B2B technology company., Strong communication and client-interaction skills, with experience in asset management or institutional investing a plus., Proficiency in SQL, CRM tools like HubSpot, and familiarity with web UI support or development..

Key responsibilities:

Manage daily communication with clients and support onboarding processes.

Collaborate with Product and Engineering teams on client implementations and feedback.

Conduct client training sessions and webinars to demonstrate platform functionalities.

Own the renewal process and support cross-functional coordination across sales, marketing, and product teams.

Job description

Position : Client Success Manager

Location : India (Remote)

Time : 2 PM - 11 PM

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 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
Team Offsites
Reward & Recognition Program

*Diligence Vault 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.

Required profile