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Director of Retail Operations

KREWE du optic

KREWE du optic

Operations
New Orleans, LA, USA
Posted on Wednesday, March 27, 2024

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.