Job Posting for Client Success Representative at Wealth Access, Inc.

Job Title: Client Success Associate

Reports to: Director of Product and Delivery

Status: Full-time, Exempt

Summary:

The Client Success Associate is responsible for delivering concierge-level service to ensure client satisfaction. This person will collaborate with teams across the company to relay client feedback and resolve technical issues. This role requires excellent customer service and attention to detail.

Essential Duties and Responsibilities:

Serves as a subject matter expert on the Wealth Access platform
Represents Wealth Access with professionalism
Uses knowledge of internal processes and departments to defer client questions and concerns, if unable to assist
Engages with advisory clients as well as end-clients to provide training and ongoing support to ensure client success
Troubleshoots and resolves technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience
Articulates relevant information and provides directions in an organized and concise manner
Acts as Tier 1 support for all inbound service calls and emails. Effectively gain clients’ cooperation to work through the troubleshooting process, ensuring timely problem resolution. Work to close the loop on all issues
Assists in implementations and maintenance of project management tools Jira and Smartsheet
Communicates effectively with the product and development team to relay client feedback and ensure proper requirements are given
Identifies and captures system defects, enhancements, and client requests and logs them into Salesforce and Jira
Delivers concierge-level service to ensure client satisfaction
Works closely with the sales team to support sales efforts in closing new business
Manages other duties and responsibilities as assigned

Skills:

Client and team-oriented attitude
Excellent project management skills
Proven ability to develop and maintain strong client relationships
Effective communication skills at all organizational levels, including written, oral, and presentation skills
Possess and demonstrate leadership skills and ability
Ability to manage multiple projects concurrently
Strong organizational skills
Attention to detail
Ability to work independently and as a part of a team
Ability to successfully build internal and external relationships
Possesses a growth mindset to focus on continual learning
Ability to keep calm in stressful situations and de-escalate situations, if required
Ability to work cross-functionally
Ability to interface with the client in a professional manner

Education and/or Experience:

BA/BS in business, finance, or a related concentration or equivalent years of related experience
1 years’ experience in an administrative role, providing professional customer support
Experience in the financial services industry is strongly preferred
Ability to commute to and work from the office

Physical Demands and Work Environment:

Work is performed in an office setting
Regularly use hands to type, handle, or feel.
Required to use close vision, distance vision, color vision, peripheral vision, depth perception and have the ability to focus
Must have clear, easy-to-understand oral communication ability
Ability to sit for prolonged periods

This position description is not a “contract” between the employee and the company. The above duties may be changed at the discretion of the employer and the employer may request the employee perform duties not listed on the above description.

About Wealth Access

Wealth Access is a fast-growing enterprise customer data insights platform. We work with financial services’ existing books and records to unify and enrich data so we can generate deep insights and power hyper-personalized banking and wealth management experiences. By intelligently unifying records across multiple systems, Wealth Access creates living balance sheets that enable service teams to see each client’s complete financial story and work across business lines to improve customer loyalty and drive higher revenue.

As a result of its innovative enterprise-class solutions, Wealth Access today supports more than 200 customers with over $571 billion in assets on the company’s platform, including several of the largest RIAs and banks in America.

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Salary.com Estimation for Client Success Representative in Nashville, TN

$55,401 - $73,145

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Client Success Representative

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