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Customer Success Associate

2 months ago

Boston, United States Willow Full time

Company Description

Willow (trustwillow.com) is an award-winning WealthTech platform powering financial advisors acquisition, growth, and retention of todays investors: Women, NextGen, and Underrepresented groups. Through Willow's certificate programs (Advisor for Women and Advisor for NextGen) and marketing platform, financial advisors gain the knowledge and content needed to better acquire these clients and align their financial plan with their personal values.

Role Description

The Customer Success team at Willow drives client success for the complete post-sales lifecycle of our clients. Through strategic guidance and partnership, you will build deep relationships with Willow customers by guiding them throughout the user journey, understanding their business and needs, and engaging them with Willow products. You will collaborate with Willows clients and prospects and ensure that every interaction is a high-quality experience.

The ideal candidate will have relationship management, marketing or sales experience in financial services or wealthtech/ fintech and a track record of creating client-ready communications and documents.

It's an exciting time for Willow Join our team where your contributions will make a big impact and positive difference in real people's lives.

About the role

  • Serve as product expert delivering exceptional onboarding and ongoing service to both B2B (advisors) and B2C (consumers)
  • Develop, maintain, and execute strategic client account plans and support documentation
  • Assist clients with product questions and platform issues, relaying client feedback to appropriate teams and identifying opportunities to improve Willows products and services
  • Providing inside sales support and support the sales team and marketing teams with new initiatives
  • Communicate with clients by phone, email, video or chat
  • Maintain client records within CRM database and tracking systems
  • Collect and relay client feedback and inquiries to the appropriate teams
  • Draft communications, webinars, and other materials for distribution
  • Identify and spearhead improvements to client experience to drive growth
  • Collaborate cross-functionally with internal Willow teams (sales, marketing, product, development)
  • Reports directly to the Director of Customer Success

About you

  • You are customer-centric with 2-4 years in a Customer Success or Account Management role within a financial services/fintech/wealthtech client service role
  • You understand the financial advisor-client dynamic and how those relationships operate
  • You are a self-learner and self-starter who can thrive in a fast-paced environment
  • You have strong time management and prioritization skills, as well as verbal and written communication skills
  • You have excellent interpersonal skills with high initiative, flexibility, and team approach to work
  • You can deliver quality service to many large clients concurrently and are committed to improving every clients experience
  • You are proficient in Google Workplace Suite, Canva and HubSpot

Additional Details:

  • This role is remote but Willow is located in the Greater Boston area
  • We communicate frequently on Slack and expect you to be engaged with our team. You will work independently and collaboratively with others
  • Compensation for this role is salary + equity

Whats next:

If you're interested in joining the team at Willow, please apply on LinkedIn or send a cover letter and resume to careers@trustwillow.com telling us why you'd be right for the position. As youve hopefully seen already, Willow is a place that values personal wellness and diversity of life journeys. Write to us and tell us what youre all about.

Our Promise:

At Willow, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Willow is an equal-opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.