Client Support & Implementation Specialist

Full job description

Position Overview

The Client Support & Implementation Specialist is a new role and perfect for someone who has a unique blend of project management expertise, technical acumen, and client relationship skills. This role is part of Paladin’s Client Experience Team and is pivotal to supporting exceptional implementations and providing ongoing support to our clients.

Key to this role is supporting clients’ technical implementations of Paladin’s SaaS platform, from planning and requirement gathering to execution and quality assurance (QA). You will be the first point of contact on clients’ technical questions and platform issues, escalating issues to the Engineering team and seeing them through to resolution and ensuring proper communication with the client and internal teams. As product updates and new features are being deployed, you will work across Engineering, Product and Client Success to ensure alignment on testing and QA, as well as timing of completion and communication with clients. There will also be a variety of other responsibilities to support the work of the Client Success Team from fulfilling data requests to creating and keeping our client and user accounts updated.

If you thrive in a fast-paced, collaborative environment, enjoy wearing multiple hats, and are passionate about data, this role is the perfect fit!

Key Responsibilities

Technical Support and Implementations

• Support the Client Success Managers on planning, execution, and quality assurance of client implementation projects, ensuring client timelines and requirements are met.
• Facilitate the technical setup and configuration of our SaaS platform for new clients, focusing on seamless integrations such as SAML SSO, SFTP, and API integrations.
• Act as the first point of contact regarding technical questions or platform issues experienced by clients. Be able to troubleshoot technical issues and either bring them to resolution or escalate to the engineering team.
• Collaborate closely with internal teams to integrate client-specific technical needs into the development lifecycle, working with Engineering and Product to ensure that required features and tasks are prioritized in sprints to meet launch deadlines.
• Maintain clear and consistent communication with stakeholders to provide updates and gather feedback throughout the implementation and support processes.
• Participate in product testing as requested, and following each release, ensure an additional QA is completed within the live platform.

Data

• Utilize data analysis tools and techniques to extract and understand data related to platform usage and user engagement.
• Support ongoing and ad-hoc data requests from client success and sales teams, covering both overall and client-specific usage and trends.
• Identify trends and patterns in support issues to improve QA processes and reduce future tickets.
• Analyze data to identify pro bono trends.

Ideal Work Experience and Skills

• Minimum of two years experience working within a client, data or technical support team at a B2B SaaS Company.
• Excellent project management expertise and experience, with proven ability to manage multiple projects at a time while maintaining sharp attention to detail and deadlines.
• Strong communication skills, adept at both written and verbal interactions with technical and non-technical stakeholders.
• Proactive and adaptable, able to thrive in a fast-paced, high-growth environment.
• Proficient in using data analysis and BI tools such as Metabase, Tableau, or Mixpanel.
• Experience troubleshooting technical with clients and supporting technical integrations, including SFTP, SSO, and REST APIs.
• Familiarity with issue tracking and planning software like Shortcut, Trello, or Jira.
• Experience with technical monitoring tools like DataDog, Sentry, or BugSnag.
• Familiarity with SQL is preferred.
• Strong analytical and problem-solving abilities, capable of navigating data sets to fulfill internal data requests.
• Excellent collaboration and teamwork skills, with the ability to work independently and take initiative in driving projects and solutions.

Our Website

Find us at: Joinpaladin.com

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Life insurance
• Paid time off
• Parental leave

Schedule:

• Monday to Friday

Application Question(s):

• In 2-3 sentences, share why you are interested in Paladin? (response required)
• How would you approach a customer contacting you about a problem with our SaaS platform? What specific steps would you take to identify and resolve the issue? (response required)

Work Location: Remote