Client Experience Technology Consultant
About the role
As a Client Experience Technology Consultant, you will sit within the Summit Support Organization to understand the experience set-up and support of advisor and end client users. The role also involves collaborating with the Summit onboarding and product teams to assist with supporting all Summit clients. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.
It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Work location is subject to change based on business needs.
Responsibilities
- Understand the desired experience for clients and guide potential directions based on the Experience platform capabilities
- Have awareness of the Orion Ecosystem with enough knowledge to guide clients across all product domains
- Provide daily support for all Summit clients
- Diagnose and resolve issues including user access, reporting, custom experience builds, and issues related to client portal access
- Escalate complex problems or issues to product teams when needed
- Help to prepare training material to help advisor and admin users better navigate and build Summit
- Work with the onboarding team to help with project management
- Relay customer feedback, identify recurring problems, and suggest enhancements to improve customer satisfaction
Requirements
- GED or high school diploma (required)
- Bachelor’s degree (preferred)
- Minimum of three (3) years of experience in fintech system support role(s) (required)
- Prior mentoring or training experience (preferred)
- Ability to obtain an Orion Industry Certification (required)
- Additional certifications in Orion's Reconciliation, Reporting, Billing, Performance, and Advisor Portal (preferred)
- Experience with MySql
- Comfort level in Javascript/Json (and/or willingness and aptitude to learn to review configurations that have been established)
- Creative thinking to translate experience priorities into solutions
- Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues quickly
- Experience with CRM systems and ticketing software
- Willingness to travel up to 25% annually (required)
- Ability to own and manage relationships with stakeholders directly and work effectively with people at all levels in an organization
Skills
- Active Listening
- Client Relations
- Client Relationship Management
- Client Support
- Communication
- Conflict Resolution
- Customer Service
- Empathy
- Financial Technology
- Mentorship
- Onboarding
- Performance Reports
- Portal Development
- Problem Solving
- Relationship Management
- Systems Support
- Technical Support
- Technical Support Training
- Training and Development
Pay
Salary Range: $72,860.00 - $110,014.00 (may vary depending on geographic location, job-related knowledge, skills, and experience)
Benefits
- Health, dental, vision, and disability coverage (effective day one)
- 401(k) plan with employer match
- Paid parental leave
- Pet benefits including pawternity leave and pet insurance
- Student loan repayment