Customer Success Manager

• Respond to all client questions and issues received by phone, email, chat or letter and act as single point of contact for assigned clients
• Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution
• Maintain, update and execute \"Client Reference Guides\" to ensure each client's needs are met
• Regularly confirm the reference guide is meeting client expectations directly with operational contacts
• Train advisors on available Orion system technology capabilities
• Counsel advisors regarding best practices, policies and procedures, as well as provide advice on how to handle situations encountered or requests
• Act as a technology consultant to ensure advisor is fully utilizing Orion technology to support their business requirements
• Ensure advisor is trained and made aware of new technology requirements, including reviewing each technology release in depth with the advisor
• Plan, coordinate, and lead home office visits of assigned clients
• Support advisor by training on best practices for maintaining and executing quarter-end processes
• Support the execution of customized business processes for the advisor
• Work with product managers and developers to complete functional specs for projects and submit those projects for development
• Keep advisor informed throughout the development process
• Test and verify technology works properly and then verify and certify it works to the client’s expectations
• Act as project manager on non-technical projects
• Work with SME & Analyst teams to support multi-team projects keeping the advisor informed throughout the process

Client Success Advocate

Salary

Job Level

About the role

Requirements

Project Coordinator, IT Security

Executive Support Partner

Manager, Project Management

Customer Support Specialist

Assistant Store Manager