Client Onboarding & Support Specialist

Bill Good Marketing • South Jordan, UT

1d • Onsite

About The Position

Bill Good Marketing has been helping financial advisors grow and run better practices for 45 years. Our newest product, Altitude, is an AI-native CRM that puts decades of that methodology into software. This is not a corporate job. You'll work closely with the leadership team and a group of colleagues who move fast and care about the work. Your work will be visible. Your voice will be heard. Your impact on clients will be direct and measurable. The Role Transitioning platforms is sometimes hard or messy. Things are new. Things may not be where a person expects them to be. People have various degrees of understanding of software. It will be your job to patiently guide them through the best ways to use it. You'll be one of the first voices they meet once they've signed up, and from time to time you'll be the person they come to when they need help. It will be your job to represent the company expertly, professionally, and in a caring manner. We love the people we work with. They're good people, and it is our job to set the expectations for service at a high level. The work falls into three areas: Onboarding and migration coaching. New clients come to Altitude from other CRMs (Redtail, Wealthbox, Salesforce, SmartOffice, Junxure, and others). Their data is rarely clean. Your job is to guide them through what needs to happen before their data comes into Altitude, which fields matter, what to clean up, what to restructure, and then manage the flow of the migration itself. You won't be doing hands-on data migration. You'll be coaching advisors and their staff through the work, and coordinating with our engineering team when technical execution is needed. Software support and training. You'll handle incoming client questions, run live training sessions, and walk clients through product features. Some questions are simple. Some involve advisors under real time pressure with real clients waiting. You'll need to stay calm, solve the problem, and keep the client's confidence while you do it. Content and enablement. You'll maintain our knowledge base, help build tutorials and product walkthroughs, and assist with uploading content to our library and managing user licenses. These are the materials that let our clients help themselves. They're also what lets us scale without everything running through one person. This is a generalist role. You'll wear several hats. Priorities shift. The support queue, an active migration, and a training session can all happen in the same afternoon.

Requirements

• Comfortable learning new software quickly
• Strong written and verbal communication skills
• Able to explain technical concepts in plain language to non-technical users
• Patient and composed when clients are frustrated or under pressure
• Detail-oriented enough to spot problems in messy data
• Proactive communicator who doesn't let things fester
• Able to manage multiple priorities in a fast-moving environment

Nice To Haves

• No financial services or CRM experience required. We'll train you on the product and the methodology.
• You probably like people. Not in an extroverted sales-y way necessarily, but in the way that makes you curious about the client on the other end of the call and what their day looks like.
• You like figuring things out, and when something breaks or doesn't make sense, your first instinct is to dig in, not to deflect.
• You're tech-comfortable. You don't need to be a developer, but new software doesn't scare you, and you can learn a tool faster than most people around you.
• You're patient in a real way, not a performative way. When someone is frustrated or confused, you can meet them where they are without making them feel small.
• You take your work seriously, but you don't take yourself too seriously. You can be funny when the moment calls for it.
• You care about doing things well. And if we're being honest, you're probably a little underutilized in your current job, and you've been looking for a place where you can show up, grow, and matter.
• Composed under pressure. You can be on a video call when something unexpected breaks in the product, and you can navigate it without the client feeling your frustration. Internal stress doesn't make its way into your client-facing voice.
• Analytically curious. You can look at a spreadsheet of messy data and want to figure out what's wrong with it. You ask more questions than you're asked. When someone describes a problem, you naturally want to understand the layer beneath it.
• A clear writer and communicator. You can explain a technical concept in plain language to someone who isn't technical. If you can write a clear paragraph, you can probably write a good tutorial. If you can make someone feel heard on a call, you can probably run a good training session.
• Genuinely empathetic. Our clients are financial advisors and their staff. Many of them have been running their practice on the same tools for twenty years. Change is stressful. They need to feel that you actually care about getting it right for them, because you do.
• Comfortable with ambiguity. You can troubleshoot a live issue without externalizing frustration, and you can work through situations where there isn't a written answer yet. You adapt your communication style to clients of very different technical backgrounds and age groups.
• Proactive. When something's going sideways, your instinct is to reach out and address it, not wait and hope. You'd rather send the tough email on Monday than let it fester until Thursday.
• Situationally aware. You can read when a client on a call has disengaged, and you know how to recalibrate. You can accurately represent what the product can do today without overselling or creating unnecessary concern.
• You don't need all of these in equal measure. But the combination of composure, curiosity, and warmth, those three together, is the core of what makes someone great in this role.

Responsibilities

• Running onboarding sessions with new client firms, walking them through the product and setting expectations for their migration
• Coaching clients through data preparation: what to clean, what to restructure, what needs to happen in their current CRM before export
• Managing the flow of active migrations: tracking status, coordinating with the engineering team, keeping clients informed
• Delivering training sessions with a consistent, patient, professional tone regardless of client technical level
• Navigating live product issues in front of clients with composure while coordinating internal resolution
• Handling inbound support questions from existing clients
• Maintaining and expanding the Altitude knowledge base
• Creating and updating tutorials and product walkthroughs
• Uploading content to the content library, managing user licenses on the backend
• General customer service work as needed

Benefits

• $50,000 to $55,000 base salary depending on experience, with room to grow as your responsibilities and mastery grow
• Stock options in Altitude. Real equity in a real company. We are bootstrapped and building something we believe will matter in this industry for a long time. Early team members share in that.
• Health, dental, and vision benefits
• A real seat at the table. Your work will be seen by leadership and will directly shape the client experience.
• Training and growth. We will invest in teaching you the product, the industry, and the methodology. We expect you to grow into deeper responsibility over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees