OR
Client Success Advocate responsible for maintaining customer service standards for Orion’s technology and service. Facilitating advisor transition from customer to promoter with a focus on solution - oriented support.
About the role
- Serve as primary point of contact, owner of the relationship with the client
- Schedule, organize and lead professional meetings with clients, internal resources and external partners
- Fully understand client issues and concerns to the level of being able to transfer the knowledge to a subject matter expert
- Provide timely, proactive feedback to clients on outstanding issues
- Manage contractual SLAs and expirations
- Actively manage assigned tickets
- Coordinate releases with clients, vendors and internal resources
- Maintain system expertise through regularly provided training sessions
- Triage and troubleshoot client reported issues or requests
- Always deliver above and beyond service to exceed our clients’ expectations
Requirements
- Bachelor's Degree required
- 5+ years’ experience in client service or relationship management positions in the financial technology or banking industry
- Strong preference for candidates with experience in trust accounting and knowledge of P&I accounting
- Excellent presentation and communication skills
- Ability to effectively present information and communicate internally to both business and technical levels with the stakeholders and developers involved
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Familiarity with different phases of SDLC and testing methodologies
- Familiarity with Relational Database navigation (SQL queries, etc.)
- Proven interpersonal, analytical, and creative problem-solving skills, with attention to detail/strategy – necessary to identify programming errors/inconsistencies and recommend solutions
- Project Management skills are critical to this position, as success involves strict adherence to projected release dates
- Ability to work proactively, both independently and in small groups
- Quick learner with experience working in fast-paced environments and the ability to multi-task.
- Some comfort level with navigating through various technology systems to troubleshoot and research software requests
- Strong analytical skills to identify system and business impacts
Benefits
- 401k Matching Program
- Professional Development Reimbursement
- Flexible Personal/Vacation Time Off
- Sick Leave
- Paid Holidays
- Medical, Dental, Vision
- Employee Assistance Program
- Parental Leave
- Discounts on fitness clubs, travel and more!
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