Client Success Manager

At DiligenceVault, we’re making diligence possible for all. We have built a technology to streamline the manually intensive diligence process and unlock the data within documents in an industry managing over $100 Trillion in assets. We have built a network of over 50,000 platform users at over 13,000 firms in over 90 countries. We have experienced a wonderful period of growth as the direct result of increased efficiency and productivity. 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 a highly motivated Client Success Manager to support our clients and users through best-in-class user experience and implementation partnerships. The ideal candidate is a self-starter with a passion for client success and technology. The position will be hybrid and based in London, UK.

RESPONSIBILITIES IN THE VAULT

• Manage day-to-day communications with clients in Europe, Middle East, Africa (EMEA).
• Oversee the onboarding of new accounts in  EMEA and ensure successful implementation.
• Partner with Product & Engineering teams on client implementations and client suggestions & feedback.
• Prioritize issues and troubleshoot as they arise.
• Answer support and technical questions from our wider Responder user base.
• Perform basic root cause analysis and follow through to resolution.
• Monitor error logs and proactively engage the customer and escalate to the appropriate technical resources.
• Own the renewal process and partner with the Sales team in managing to upsell opportunities.
• Willingness to learn the DiligenceVault platform and product and be the subject matter expert on platform functionalities.
• Help develop and maintain the Company’s knowledge base, and product updates, and lead webinar training sessions.
• Liaise between Sales and Product teams to help in the delivery of new modules and functionalities.
• Be a team player as part of the Global Client Success team; ensuring successful cross-functional participation (sales, marketing, product teams).

REQUIREMENTS

• 3+ 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).
• Strong client-interaction and communication skills – including the ability to react to client issues, and 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 is willing to propose game-changing ideas.
• Ability to succeed in a remote team environment and a global team.
• Written and spoken French and / or German is not essential but preferred.

WHAT WE OFFER

• All the latest tech you need to succeed
• Health Insurance
• Holiday Allowance
• Pension contribution
• A dynamic, ambitious, and fun work environment
• Hybrid work between home and the London office