Enterprise Product Support Specialist

Clay Labs Inc.

Job Overview

Location

New York

Job Type

Full-time

Full Job Description

📋 Description

• As an Enterprise Product Support Specialist, you’ll be the primary technical and strategic partner for Clay’s largest, most complex, and highest-value customers—ensuring their long-term success while influencing how we deliver exceptional enterprise-grade support.
• You’ll own relationships with enterprise accounts post-onboarding, resolve their most complex technical challenges, design tailored workflows, and partner closely with Product, Engineering, and Customer Success to deliver solutions that drive measurable outcomes.
• You’ll also help refine our enterprise support playbook and set the standard for operational excellence.
• You’ll own enterprise-level technical cases end-to-end, from triage through resolution, ensuring minimal disruption to customer operations.
• You’ll serve as a trusted advisor for strategic accounts—understanding their business goals and proactively recommending workflows, configurations, and integrations to meet them.
• You’ll act as the highest-level subject matter expert on Clay’s product, advanced features, APIs, and data integration capabilities.
• You’ll partner with Customer Success to deliver seamless, proactive support that strengthens long-term relationships and drives product adoption.
• You’ll 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.
• You’ll develop and maintain enterprise-facing resources such as technical runbooks, playbooks, and best-practice guides.
• You’ll support customers and cross-functional partners during issue escalations and incident events.
• You’ll identify patterns across accounts to recommend product improvements, process changes, or automation opportunities.
• You’ll contribute to strategic process design, shaping how Clay supports and scales with enterprise customers.

🎯 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.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunity to work with a high-growth startup and contribute to shaping the future of enterprise support.
• Collaborative and dynamic work environment.
• Professional development opportunities, including training and mentorship.
• Flexible work arrangements, including remote work options.

Skills & Technologies

Onsite

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Clay Labs Inc.

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About Clay Labs Inc.

Clay Labs offers a no-code platform that aggregates public and proprietary data to build lead lists, automate outbound campaigns, and enrich CRM records. It pulls from 75+ data sources, applies AI filters, and integrates with tools like Salesforce, HubSpot, and Slack. The company targets go-to-market teams seeking faster prospect research and personalized outreach at scale.

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