RIA Operations Consultant

We are seeking an RIA Operations Consultant
(Internal Title: Associate Director of Base Camp)
to join our Base Camp Support team. This role combines technical expertise, strategic insight, and a customer success mindset to ensure our advisors and their teams maximize the value of our CRM platform (Practifi). You will serve as a subject matter expert supporting advisor onboarding, CRM training, and day-to-day service requests—while also playing a key role in driving adoption and continuous improvement.

The ideal candidate will have experience working within the financial services industry, particularly with custodians and platforms such as Charles Schwab, Goldman Sachs, and/or Fidelity. This includes familiarity with account setup and maintenance, advisor tools and integrations, and end-user training on those platforms.

Responsibilities

Advisor Support & Ticket Management

• Own and resolve CRM-related service tickets and general Base Camp requests in accordance with defined service-level agreements (SLAs), ensuring a timely and advisor-friendly experience.
• Respond to requests involving account maintenance and training on Charles Schwab, Goldman Sachs, and Fidelity platforms.

CRM Subject Matter Expertise

• Act as the internal expert on Practifi (built on Salesforce), providing functional guidance, configuration insights, and troubleshooting support to advisors and internal teams.

Onboarding & Implementation

• Partner with the onboarding team to ensure new advisors are properly configured in the CRM and linked platforms.
• Support setup and training related to Charles Schwab, Goldman Sachs, and Fidelity account tools and workflows.
• Guide advisors through initial use of the CRM and related tech tools, ensuring a seamless transition into the Concurrent ecosystem.

Training & Adoption Enablement

• Lead live and virtual training sessions (1:1 and group), tailored to varying levels of user experience.
• Develop and maintain documentation, quick guides, and reference materials to drive CRM and custodian platform adoption and advisor self-sufficiency.

Client Experience & Process Optimization

• Collaborate with internal stakeholders and field teams to gather feedback, identify pain points, and recommend scalable improvements to workflows, CRM features, and custodian-related processes.

Communication & Collaboration

• Proactively communicate CRM updates, enhancements, and best practices to advisors and internal users.
• Participate in cross-functional projects that elevate the advisor experience and optimize service delivery.

Qualifications

• Bachelor's degree in Business, Finance, Information Systems, or a related field.
• 3+ years of experience training or supporting end users on CRM platforms (Practifi or Salesforce experience strongly preferred).
• 3+ years of experience in RIA operations.
• Background in customer success, advisor operations, or technology enablement is a plus.
• Skilled communicator, comfortable working with users of varying technical ability.
• Analytical and detail-oriented with a proactive, service-driven approach.
• Familiarity with custodian platforms is beneficial but not required.
• Able to thrive in a fast-paced, collaborative, and agile work environment.

Location / Schedule

• Tampa, FL home office preferred; Remote work will be considered
• Working hours are 9am-5pm Monday-Friday
• Occasional evening/weekend hours may be requested.
• Travel is less than 10%

Job Type

• Full-time, Exempt
• $80,000-$100,000 base per year, dependent on experience, with additional semi-annual performance bonus opportunities

Benefits

• 401(k) matching
• Equity
• Dental insurance
• Disability insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance