Associate - Client Success

Archway Group • Denver, CO

2d • $57,500 - $85,000 • Hybrid

About The Position

The Client Success Associate serves as the first line of client communication and experience on a day-to-day basis. This role supports all internal and external SaaS clients as a subject matter expert (SME). An associate will solve reported issues, provide best practices, author documentation, conduct live trainings, and act as intermediary between our clients and the product and engineering teams. This role is ideal for someone with elite problem-solving skills, robust communication skills, and a strong desire to work in both a team and individual setting.

Requirements

• Bachelor’s degree in general business, or related, field. For recent graduates, a minimum GPA of 3.0 on 4.0 scale.
• Advanced skills with Microsoft Office applications, and familiarity with accounting principles and finance terminology.
• Strong analytical and problem-solving skills, rigorous attention to detail, and concise written and verbal communication skills.
• Ability to work both under pressure, both collaboratively and independently, and to adapt to and prioritize changing projects, tasks and timelines.
• Academic major/specialization in accounting, finance, or technology major.
• 2+ years’ experience in the financial services industry, in a client-focused SaaS setting.
• Experience with customer service and the Zendesk application.
• Motivation to take ownership of a task and see it through from inception to completion.

Responsibilities

• Serve as a primary point of contact for SaaS client support, empowerment, and engagement.
• Cultivate insight and understanding of the clients’ needs, to identify and communicate solutions, and deliver sustained customer satisfaction.
• Document client requests in the Archway Platform product support queue, and follow up to ensure requests are satisfied accurately and timely, and in alignment with best practices and team standards.
• Communicate with appropriate internal teams or client teams, and initiate clear and concise software development tickets, as necessary, to resolve and/or escalate open questions, production issues, or system support queries.
• Contribute to the documentation of processes and procedures and best practices relating to the Archway Platform, including maintenance of the existing body of knowledge in Zendesk, and creating/publishing new content on an ongoing basis, in alignment with the software release cycle.
• Contribute to software release notes for all go-forward major and minor software releases for the Archway Platform.
• Collaborate with internal and external stakeholders about current and forthcoming software features and functionality, serving as a subject matter expert and providing client-informed guidance.
• Share observations and recommendations about content to be included in User Conferences.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level