As a Product Support Specialist - Institutions, you will act as the primary product expert and relationship manager for our Institutions client base. As a Product escalation role, you will provide advanced product guidance, ensure SLAs are met across all support interactions for institutions, and become a trusted advisor to client-side support teams.
This role bridges client enablement and internal accountability. You’ll facilitate the delivery of tailored product training, manage ongoing client engagement through site visits and calls, and provide strategic feedback to Product Management. With deep knowledge of the Institutions solution, you’ll ensure our clients receive exceptional, proactive support while helping to shape the future of the product based on real-world use.

• Serve as the primary product expert and point of contact for Institutions clients, managing relationships and ensuring high levels of client satisfaction.
• Provide expert-level product support and consulting to client-side support teams (L1), including via phone, email, on-site visits, and virtual sessions.
• Facilitate the onboarding and training of client support staff, ensuring they are equipped to handle routine issues independently.
• Monitor ticket queues to ensure the wider support team is meeting SLA targets for institutional clients; escalate internally when necessary.
• Collaborate closely with Product Support Manager - EMEA and internal teams to maintain strong cross-functional coordination and service delivery.
• Collect and document client feedback, feature requests, and usability issues, and relay them to Product Management with clarity and context.
• Lead or support the delivery of training sessions, product demonstrations, and refresher courses for client stakeholders.
• Advocate for client needs within the business while promoting best practices and driving adoption of the product’s full capabilities.
• Maintain accurate records of client interactions, visit notes, and support metrics to ensure consistent service delivery.
• Act as a subject matter expert (SME) for the Institutions product offering, continuously expanding your product knowledge and staying aligned with roadmap developments.