We are hiring two Technical Client Operations Specialists to help customers successfully implement, use, and get more value from a SaaS platform. This is not a traditional help desk role where you spend the day waiting for tickets to come in. You will manage an assigned group of approximately 10–15 clients and proactively work with them to understand how they are using the platform, where they may be struggling, and what can be done to improve their experience.
The position sits at the intersection of client support, software implementation, technical operations, data/database support, training, and customer success. You will work directly with customers while partnering with internal technical teams to address issues and keep implementations and client initiatives moving forward.
What You'll Be Doing
- Help new customers through software implementation and onboarding to ensure a smooth transition onto the platform.
- Assist clients with database and data-related questions, including investigating problems, reviewing information, troubleshooting issues, and coordinating technical resolutions when necessary.
- Lead virtual training sessions that help customers better understand system functionality, workflows, and available features.
- Regularly connect with assigned customers to understand how they are using the software instead of relying solely on incoming support requests.
- Identify situations where customers are underutilizing the platform and work with them to understand the reason behind low adoption.
- Provide practical recommendations that help clients improve software usage, engagement, and overall workflow efficiency.
- Coordinate with internal Product, Engineering, Operations, or other technical teams when customer issues require additional expertise.
- Maintain regular communication with customers and provide clear follow-up on open questions, problems, or implementation items.
- Manage ongoing relationships with approximately 10–15 client organizations at a time.
- Track customer feedback, recurring technical issues, training opportunities, adoption trends, and other themes that may improve the client experience.
- Help build a proactive support environment focused on preventing problems and improving customer success rather than simply responding to tickets.
What We're Looking For
- Previous experience in technical operations, SaaS implementation, technical support, customer success, client services, or client-facing software support.
- Experience working directly with customers and solving problems in a virtual environment.
- Background supporting software implementations, onboarding customers, or assisting clients after a system has gone live.
- Comfortable troubleshooting technical software issues and determining when additional internal resources need to become involved.
- Experience supporting database or data-related client issues.
- Ability to teach users how to work within a software platform and explain technical concepts without making them unnecessarily complicated.
- Experience helping customers improve software usage, adoption, or engagement.
- Strong communication and follow-up skills with the ability to manage several client relationships simultaneously.
- A proactive approach to customer support — someone who will identify potential problems and reach out rather than waiting for the customer to ask for help.
Experience That Would Be Helpful
- Background working within fintech, banking technology, lending technology, or financial services software.
- Familiarity with Loan Origination Systems (LOS) or related lending and banking platforms.
- Experience with technologies or platforms similar to Abrigo, Baker Hill, Moody's, or nCino.
- Previous experience supporting customers within a SaaS environment.
- Experience analyzing customer usage patterns and developing strategies to improve adoption.
- Experience helping clients improve workflows, platform engagement, or operational efficiency.
Work Environment
- Fully remote position with no specific time-zone requirement.
- Primary operating hours are Monday through Friday, 8:30 AM–2:00 PM Pacific Time.
- Employees will work a normal eight-hour workday, with scheduling structured around the required client coverage window.
- Occasional travel may be required for team meetings or company activities.
- Travel could include approximately three consecutive onsite days per quarter.
- Employees should typically receive approximately three weeks' notice before required onsite travel.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
