Client Success Advisor

Western Alliance Bank

2d•Remote

About The Position

As a Client Success Advisor, your focus is in supporting our sales team and clients. Our HOA business line has heavily invested and will continue to invest in robust integrations and payment solutions that provide a wide range of features and options to clients. This role is key in ensuring client adoption of these solutions to enhance their experience and deepen relationships. Drive usage and adoption of HOA products/systems through a structured process of direct client communication, analysis and training. Work directly with Community Management Companies (CMCs) through the following process: Conduct business environment analysis to outline current state of CMC by documenting staffing arrangement, internal account reconciliation process, AR process (coupons, statements, ePayments, etc.) and client support mode. Through this process the CSC identifies opportunities for change/improvement within the CMC and potential updates in the HOA systems/processes. (Analysis includes review of internal HOA reports regarding customer, conversation with HOA Banker and Sales officer and pre-engagement survey.) Usage Assessment and Gap Analysis – After understanding/documenting the client’s current processes, the CSC will conduct a usage assessment and gap analysis identifying the percentage of systems the client is actively using. This analysis will primarily fall into (a) Software Integration, and (b) AR Payment Processing, but will also include an analysis of the client’s usage of online banking, ACH, positive pay, ACH filtering, etc. Improvement Plan and Training – After understanding the clients processes, needs and current system usage, the CSC will create and work through a personalized plan to update their system configurations, update/configure accounting software, train CMC staff and provide training/reference material. Plan will include follow-up and monitoring to ensure adoption. Post Survey and report – CSC will conduct a post process survey and provide a short overview of the engagement and objectives achieved. Work closely with HOA product managers. Help architect new strategies and beta products/processes such as working with clients on an all-digital AR strategy by testing different models and surveying clients. Assists in the development of user guides and training sales officers. As CSC becomes more experienced, the CSC will engage in the later stages of sales prospecting efforts for key CMCs and assist with documenting the opportunities/efficiencies a CMC will gain with a bank change by quantifying the dollars in savings for a prospect. Provide bank transition support/assistance for key clients by directly augmenting CMC accounting staff during the bank transition process. CSC will gain access to the CMC system and collect management agreements, add new bank accounts to accounting software, configure accounting system, update automated utility payments, assist in the distribution/collection of association signature cards and mail bank change communication to boards/homeowners.

Requirements

Bachelor’s degree (BA) or equivalent from a college or university and 1 or more years related experience or, 4 or more years related experience.
Work related experience should consist of relevant experience in the financial industry.
May have completed a credit training program or have experience working in a branch or TM support capacity.
Intermediate to advanced knowledge of general banking, including understanding of bank products, services, and regulations, policies and procedures, with an emphasis in treasury management, credit facilities, or a combination.
Intermediate to advanced knowledge of deposit and payment products, and online technology platforms, sales concepts, and banking regulations.
Strong oral, written, and interpersonal communication skills required.

Responsibilities

Drive usage and adoption of HOA products/systems through a structured process of direct client communication, analysis and training.
Conduct business environment analysis to outline current state of CMC by documenting staffing arrangement, internal account reconciliation process, AR process (coupons, statements, ePayments, etc.) and client support mode.
Conduct a usage assessment and gap analysis identifying the percentage of systems the client is actively using.
Create and work through a personalized plan to update their system configurations, update/configure accounting software, train CMC staff and provide training/reference material.
Conduct a post process survey and provide a short overview of the engagement and objectives achieved.
Help architect new strategies and beta products/processes such as working with clients on an all-digital AR strategy by testing different models and surveying clients.
Assists in the development of user guides and training sales officers.
Engage in the later stages of sales prospecting efforts for key CMCs and assist with documenting the opportunities/efficiencies a CMC will gain with a bank change by quantifying the dollars in savings for a prospect.
Provide bank transition support/assistance for key clients by directly augmenting CMC accounting staff during the bank transition process.