Client Services Specialist

6 days ago

New York, New York, United States Drawbridge Partners Full time
Job Description

Job Summary:

We are seeking a highly skilled Client Services Specialist to join our team at Drawbridge Partners. As a Client Services Specialist, you will play a critical role in maintaining relationships with clients, their IT resources, and associated third parties. You will work closely with our Client Success Manager to gain an understanding of the Drawbridge business process, engagement deliverables, and services.

Key Responsibilities:

  • Be the primary point of contact for Drawbridge clients
  • Lead kick-off calls and create success plans for new clients
  • Execute on success plans
  • Introduce new platform products to clients
  • Work closely with the Account Management team to ensure positive client health
  • Manage post-deliverable CSAT
  • Execute on Tech-enabled Platform Strategy, including engaging with clients through the platform and showcasing new tools
  • Partner with other CS professionals to define best practices for client service and provide feedback to the product team
  • Assist with client projects and develop skills to lead projects
  • Assist with tailoring the project management framework, approaches, and methods to streamline projects
  • Identify tasks necessary to remediate identified risks and vulnerabilities for clients and service providers
  • Conduct risk analysis, assessments, and security audits using internal and third-party tools
  • Demonstrate an advanced understanding of business processes, internal control risk management, IT controls, and related standards
  • Identify and evaluate complex business and technology risks, controls to mitigate risks, and related opportunities for control improvement
  • Understand business, information technology, risk, and operational management processes
  • Interpret controls and provide suggestions for mitigation strategies to clients and service providers
  • Learn the regulatory framework and compliance guidelines for cybersecurity for the SEC, NFA, FCA, MAS, and any other regulatory agency applicable to our clients
  • Ensure projects are completed within a reasonable time frame and monitor the status of projects
  • Initiate periodic check-ins with clients to ensure services and projects are up to par with client expectations
  • Follow up with clients and service providers to ensure documents requests or documents needing review are addressed
  • Update internal trackers, provide status updates to project managers, and ensure other internal matters relating to projects or clients are kept up-to-date
  • Maintain relationships with clients, IT providers, and other service providers

Project Responsibilities:

  • Prepare summary and gap analysis reports highlighting the features of our clients' cybersecurity programs
  • Schedule, conduct, and lead risk assessment meetings with clients and IT providers to obtain information regarding a client's security and privacy controls
  • Prepare risk assessment reports and discuss the assessment findings with clients
  • Conduct cybersecurity due diligence on our clients' service providers
  • Send, track, and store due diligence questionnaires and corresponding documents from service providers
  • Create deadlines, send reminder emails, and deadline extension notifications to service providers
  • Review due diligence submissions from service providers and follow up with service providers, where necessary
  • Prepare risk assessment reports based on the due diligence exercise and discuss the assessment findings with clients
  • Conduct live or schedule online training for clients
  • Track the status of the trainings scheduled online and prepare training reports
  • Conduct live or virtual incident response tabletop exercises
  • Prepare tabletop exercise summary reports

Requirements:

  • Bachelor's Degree, preferably in General Business, Finance, or Accounting
  • 6-10 years of experience, preferably in a customer-facing and/or support role
  • Familiarity with Microsoft Office products (Outlook, Word, Excel, PowerPoint)
  • Experience with CRM software, including Salesforce Service Cloud
  • Experience with Ticketing and Tracking Systems (e.g., Jira, ConnectWise)
  • Solid team spirit, balanced by a healthy sense of autonomy and intuitiveness
  • Excellent written and verbal communication skills
  • Exceptional time management skills and attention to detail
  • Strong knowledge of security standards and frameworks such as, but not limited to, NIST, CIS, COBIT, etc.
  • A diverse understanding of security disciplines
  • Knowledge of auditing standards and frameworks such as, but not limited to, COSO, ITAF, and ISO
  • CRISC, CISA, CISSP, CIPP, Security +, certifications are a huge plus
  • Previous experience conducting risk assessments are a plus
  • Knowledge of IT infrastructure, Cloud Technology, Business Continuity, Disaster Recovery, and Incident Response
  • Ability to effectively communicate with clients and maintain strong client relationships
  • Ability and willingness to take on projects outside of the regular scope of work
  • Strong team spirit, balanced by a healthy sense of autonomy
  • Excellent written and verbal communication skills
  • Excellent time management skills
  • Knowledge of hedge fund, private equity, or RIA operations/compliance a huge plus

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