Technical Customer Success

RFG Advisory•Nashville, TN

1d•Hybrid

About The Position

This role is for a Technical Customer Success professional with experience in fintech or financial services, focusing on helping clients derive value from complex platforms. The individual will be responsible for onboarding, problem-solving, identifying growth blockers, and acting as a trusted resource for financial advisors. The position involves configuring tools, resolving issues, and building strong client relationships, blending the skills of a solutions consultant with those of a strategic partner. The role can be based in the Birmingham office with a hybrid schedule or remote, with occasional travel required for onboarding and business needs (2-7 days per month). Key responsibilities include owning advisor relationships, serving as the primary point of contact, building trust with clients of varying technical abilities, and guiding them through onboarding, adoption, and optimization. The role also focuses on driving technology adoption by helping advisors integrate tools like Salesforce, financial planning, and reporting into their workflows, identifying and fixing root causes of adoption issues, and coaching clients through change with patience. Additionally, the role involves translating complex technical capabilities into simple steps, spotting opportunities for technology to enhance growth or efficiency, and acting as the voice of the advisor internally by surfacing patterns and friction points to improve systems, workflows, and user experience.

Requirements

Bachelor’s degree in a technical, business, or related field (or equivalent hands-on experience)
3+ years in a client-facing technical role: solutions consulting, systems support, implementation, or similar
Demonstrated ability to learn, configure, and troubleshoot cloud-based software platforms
Hands-on experience with a CRM platform (Zoho, Salesforce, or similar): including record management, workflow configuration, and data hygiene
Genuinely curious and empathetic: you ask better questions than most, and advisors trust you quickly because they can tell you actually care about their outcomes
Highly disciplined about follow-through and documentation: you close the loop and record what happened
Comfortable operating without a complete playbook: you figure things out, document what you learn, and make the next person’s job easier
Strong analytical and communication skills: you can translate a complex technical issue into plain language for an advisor and translate an advisor’s frustration into a clear internal ticket
Thinks in outcomes, not just activity.
Curious, adaptable, and growth‑minded, with a demonstrated ability to learn new technologies quickly, experiment thoughtfully, and integrate emerging tools into day‑to‑day work.

Nice To Haves

experience owning a book of clients or accounts preferred
comfort with help desk tools is a plus
Experience in financial services, wealth management, or working directly with financial advisors is preferred
Familiarity with financial planning tools (RightCapital, eMoney, Income Lab, Orion, etc.) is a bonus

Responsibilities

Own Advisor Relationships
Serve as the primary point of contact for a portfolio of financial advisors
Build trust with clients who vary widely in technical comfort
Guide advisors through onboarding, adoption, and ongoing optimization
Drive Technology Adoption (Not Just Usage)
Help advisors integrate tools like Salesforce, financial planning, and reporting into their daily workflows
Identify where adoption is breaking down—and fix the root cause (not just the symptom)
Coach clients through change with patience and clarity
Be the Translator Between Tech and People
Turn complex platform capabilities into simple, actionable steps
Spot opportunities where better use of technology can unlock growth or efficiency
Meet clients where they are—then move them forward
Influence the Product & Experience
Surface patterns, friction points, and opportunities from client interactions
Partner with internal teams to improve systems, workflows, and user experience
Act as the voice of the advisor inside the organization
Leverage AI and automation tools (e.g., ChatGPT, Copilot, Claude) to improve productivity, quality, analysis, and communication.
Actively identifies opportunities to streamline workflows, reduce manual effort, and enhance client and business outcomes.

Benefits

Competitive salary + bonus pool
Generous PTO, holidays, and a Charitable Service Day
Health, dental, vision insurance + RFG Advisory stipend
Flexible Spending Account (Health and Dependent Care) + HSA for applicable coverage
Lifestyle Spending Account
401(k) with Safe Harbor contribution
Paid parental leave, short- and long-term disability, life insurance
Surface Pro + home office setup
Pet Insurance
Continuing education and professional development support
Tons of fun RFG Advisory swag!