Strategic Account Services Analyst

AssetMark Financial Holdings•Phoenix, AZ

4d•Hybrid

About The Position

The Strategic Account Services Analyst supports AssetMark’s strategic and institutional partnerships, including wealth management firms, enterprises, hybrid firms, and RIAs. As a trusted home-office liaison and operational resource, the role combines partner support with complex issue analysis, cross-functional problem resolution, and continuous process improvement. The Analyst owns high-impact firm requests through resolution, identifies trends and root causes, and turns operational insights into actionable improvements. The role also supports selected firm and advisor processing activities and builds team proficiency through procedure documentation and hands-on training. This is an individual contributor position with no people-leadership responsibilities. The target allocation is approximately 50% incoming firm contacts and case support and 50% analytical, process improvement, and enablement work; this balance may flex with case volume and business priorities. Candidates must be able to accommodate a hybrid schedule and be close to AssetMark’s Phoenix, Arizona office. Candidates must be legally authorized to work in the United States; visa sponsorship is unavailable.

Requirements

Typically 3–5+ years of relevant experience in financial services, strategic account servicing, operations, relationship management, or a related function.
Working knowledge of wealth management firms, enterprises, hybrid firms, and RIA environments, including operational, administrative, and compliance considerations.
Strong analytical and problem-solving skills, including interpreting case data, identifying trends, evaluating root causes, and communicating practical recommendations.
Familiarity with structured problem-solving and continuous improvement methodologies, and ability and commitment to earn Yellow Belt or Green Belt certifications within the first 12 months of employment.
Advanced proficiency with Salesforce or comparable CRM tools, Microsoft Excel, and reporting or workflow tools.
Excellent written and verbal communication, sound judgment, organizational discipline, and ability to collaborate effectively with cross-functional stakeholders.
Ability to manage competing priorities, follow documented processing controls, explain procedures clearly, and support team knowledge sharing.
Ability to accommodate a hybrid work schedule and be close to the Phoenix, Arizona office.
Legally authorized to work in the United States; visa sponsorship is not available.

Responsibilities

Serve as a knowledgeable and responsive contact for home-office personnel at strategic and institutional partner firms, providing clear communication and consistent follow-through.
Own firm inquiries from intake through resolution, coordinate stakeholders, and escalate risks or obstacles appropriately.
Provide support for platform access and functionality, account and advisor workflows, billing and compensation, reporting and data access, due diligence, and regulatory or compliance-related requests.
Support firm onboarding, contact education, and operational initiatives; share material partner feedback and relationship risks with assigned Strategic and Institutional Account Managers.
Analyze Salesforce case activity, service volumes, aging, recurring requests, and partner feedback to identify trends and opportunities.
Investigate root causes of recurring issues and recommend or help implement scalable improvements to workflows, documentation, controls, and partner communications.
Develop concise findings, recommendations, and operational updates for team leadership and cross-functional stakeholders.
Gather feedback, document process changes, and help track results.
Apply Process Excellence methodologies to map workflows, identify inefficiencies, perform root-cause analysis, and measure the effectiveness of improvements.
Monitor workflow activity, identify capacity or quality concerns, and assist the manager with prioritization, coverage coordination, and urgent requests as needed.
Coordinate with Service, Operations, Advisor Relations, Sales, Compliance, Product, Technology, and other internal teams to resolve firm-level needs.
Serve as a subject matter expert on selected firm workflows, processes, projects, and operational changes.
Translate firm needs into clear internal requirements and support testing, rollout, and communication of process or technology enhancements.
Perform selected firm and advisor administrative processing activities, including maintaining firm records and supporting onboarding documentation, following established procedures and approval requirements.
Partner with Advisor Relations and Operations to support accurate processing, seamless handoffs, proper documentation, and timely resolution of exceptions.
Develop and maintain processing procedures, job aids, and knowledge resources; provide hands-on training and guidance to teammates.