Client Service Manager

3 weeks ago

Raleigh, North Carolina, United States AdvisorEngine Full time

Who is AdvisorEngine:

We believe that the future of financial advice is personal, scientific and beautiful – these three ideals drive everything that we do.

AdvisorEngine is a leading wealth management fintech platform that creates a unified experience across financial advisors, investors, and business management personnel. Our wealth management platform enables financial advisors to deliver an engaging, personalized client experience and to operate at scale through smart automation.

Our team is made up of designers, enterprise technologists, data scientists, futurists, and business builders. We are based in NYC and Raleigh, NC. If you love data and are driven to create the future of financial advice, we'd love to hear from you.

About this Role:

As the Client Service Manager, you will lead a dynamic team providing service for our fintech firm's products, with a focus on CRM and Portfolio Management products. You will play a crucial role in optimizing support processes, mentoring team members, measuring performance, and collaborating with other teams to ensure a seamless client experience.

Responsibilities:

General

  • Lead and manage the Client Service team.
  • Provide guidance and mentorship to Service Associates, and others as a leader in the organization.
  • Collaborate with the Head of Client Success to align support and service strategies with overall organizational goals, and support continuous improvement.
  • Continuously expand your knowledge of CRM and Portfolio Management features, updates, and best practices.
  • Contribute to the development and enhancement of knowledge base articles, training materials, and process improvement initiatives for all products, ensuring they are up-to-date and effective.
  • Recruitment and onboarding of new service team members.
  • Facilitate a culture of continuous learning, collaboration, and excellence within the service team.
  • Create a culture that high performers want to be a part of.
  • Other responsibilities and projects as assigned by supervisor or manager.
  • Foster a positive work culture that encourages employee engagement and alignment with company values.
  • Support the development and implementation of organizational strategies and objectives.

Employee Engagement and Development

  • Foster team morale and engagement and implement activities to ensure a positive work environment.
  • Assess the team's proficiency in providing guidance and service for all AdvisorEngine products, contributing to complex case resolutions.
  • Oversee the team's success. Identify strengths within the team, foster professional development, and prepare team members for advanced roles.
  • Evaluate the team's agility in adapting to change and product updates and their ability to guide clients through the impact of product enhancements.

Team Performance

  • Measure overall team performance, including ticket resolution times, client satisfaction scores, adherence to SLAs, and other metrics.
  • Ensure team objectives align with organizational goals and contribute to strategic initiatives.
  • Review and analyze client feedback related to the support provided by the team, identifying areas for improvement and implementing corrective actions.
  • Develop and implement a comprehensive performance measurement strategy for the Client Support team. This includes determining key metrics, benchmarks, and evaluation criteria aligned with organizational goals.
  • Regularly assess the effectiveness of current performance measures and make data-driven recommendations for adjustments. Stay informed about industry best practices in service performance metrics.
  • Ensure that chosen performance measures directly align with the strategic goals of the organization. Collaborate with leadership to make adjustments based on evolving business objectives.
  • Utilize data analysis tools and reporting mechanisms to provide regular insights into team performance. Present findings to relevant stakeholders and leadership, facilitating informed decision-making.
  • Establish effective feedback mechanisms, including regular surveys and client feedback analysis, to inform performance measures. Use client insights to enhance the relevance and accuracy of evaluation criteria.
  • Communicate key performance indicators (KPIs) clearly to the support team, ensuring everyone understands their role in achieving and exceeding established metrics.
  • Foster a culture of accountability and continuous improvement.

Requirements:

  • Proven experience in a support management role, preferably with exposure to multiple products.
  • Knowledge of ticketing systems such as Zoho, Zendesk, JIRA or related products.
  • Strong leadership and team management skills, with an emphasis on mentorship and development.
  • Analytical mindset with a focus on process optimization.
  • Excellent communication and interpersonal skills.
  • Ability to collaborate with other teams to drive overall client success.
  • Familiarity with fintech products and the ability to adapt to evolving features and technologies.

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