Orion

Account Manager

• Build strong relationships with existing clients within an assigned territory by understanding and owning their needs, providing personalized support, and delivering excellent customer service
• Act as the main point of contact for clients, promptly addressing their inquiries, concerns, and requests
• Work with service teams to provide feedback on client needs, help clarify issues, and provide suggestions for improving service metrics
• Identify opportunities for Orion Stack uplifts and cross-selling products and services to existing clients
• Collaborate with internal sales teams to develop tailored solutions that meet client requirements
• Proactively identify market trends, competitor activities, and industry developments
• Provide guidance and consulting to advisors on best utilizing Orion’s technology to align People, Processes, and Technology
• Determine advisor goals related to business model and growth initiatives; track goals; and facilitate meetings with internal resources to ensure accountability
• Ensure Salesforce is up-to-date with clients’ current custodians, CRM, financial planning system, trading system, or other technologies advisors utilize
• Stay up-to-date with the latest Orion products, services, and enhancements; educate clients on features and benefits, providing training and demonstrations as necessary
• Assess and manage the risk associated with client relationships; conduct due diligence and ongoing monitoring
• Gather client feedback and insights to identify areas for improvement; collaborate with internal teams to implement enhancements
• Attend industry events, conferences, and seminars to build networks and establish partnerships
• Act as a brand ambassador for Orion and maintain contacts with integration partners
• Ensure Orion’s platform integrates efficiently with other technology and help facilitate new integration partners
• Help clients navigate the Mergers and Acquisitions process related to Orion, ensuring legal documents and contracts are in place
• Maintain good client standing for references and work to obtain referrals and advisor reviews

Relationship Manager, Internal

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

Relationship Manager, Internal

Client Success Advocate