claylabs - Enterprise Product Support Specialist (London)
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Requirements
• Extensive technical expertise—fluent in APIs, complex data integrations, log analysis, and SaaS architecture, with the ability to troubleshoot across enterprise tech stacks like Salesforce. • Proven track record in enterprise SaaS support, technical account management, or solutions engineering, ideally in a high-growth startup. • Exceptional consultative skills—able to translate business needs into technical solutions. • Enterprise relationship management experience—comfortable navigating multi-stakeholder environments and executive conversations. • Customer obsession—committed to delivering measurable value and long-term success. • Process and systems thinking—adept at identifying inefficiencies and designing scalable solutions. • Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams. • Comfortable in fast-paced, evolving environments where priorities can shift quickly.
Responsibilities
• Own enterprise-level technical cases end-to-end, from triage through resolution, ensuring minimal disruption to customer operations. • Serve as a trusted advisor for strategic accounts—understanding their business goals and proactively recommending workflows, configurations, and integrations to meet them. • Act as the highest-level subject matter expert on Clay’s product, advanced features, APIs, and data integration capabilities. • Partner with Customer Success to deliver seamless, proactive support that strengthens long-term relationships and drives product adoption. • Collaborate closely with Product and Engineering to escalate critical issues through high-quality bug reports, structured feedback, and advocating for enterprise needs in roadmap discussions. • Develop and maintain enterprise-facing resources such as technical runbooks, playbooks, and best-practice guides. • Support customers and cross-functional partners during issue escalations and incident events. • Identify patterns across accounts to recommend product improvements, process changes, or automation opportunities. • Contribute to strategic process design, shaping how Clay supports and scales with enterprise customers.
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