posted May 10

Senior Customer Success Advocate

AWS Cloud Go senior

Job Location: Remote

Salary: $115,000 - $162,500 a year

Job Description

• Engage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycle • Configure, troubleshoot, and drive functional adoption of the Ridgeline software as a trusted extension of our customers’ teams • Plan, scope, and deliver a portfolio of value-add services for live customers, including change management and target operating model strategy, best practice coaching, portfolio and trade order management workflow enhancements, reconciliation optimization, data vendor configuration, report customization, and inquiry resolution • Promote stickiness and referenceability through the delivery of new feature implementation/adoption projects, training/education programs, and customer NPS/engagement initiatives • Develop and apply expertise in the investment management domain and all aspects of Ridgeline’s software to ensure production customers take full advantage of the Ridgeline product and evangelize these benefits to their peers • Partner with Ridgeline’s products and engineering teams to identify and resolve defects, recommend new feature development, and translate customer enhancement requests into actionable requirements documentation • Collaborate with Consulting, Customer Support, Operations, Education, and Account Management teams to iteratively build a scalable, profitable CS business • Think creatively, own problems, seek solutions, and communicate clearly along the way • Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency • Provide mentorship and coaching to peer consultants as the Customer Success organization continues to grow • Exemplify Ridgeline’s Core Values and Security First Mindset • Domestic travel possible up to 25% depending on location

Qualifications

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study • 5+ years of experience in a professional services, technical account management, and/or customer success organization • Strong knowledge of and interest in the financial markets and institutional/HNW investment lifecycle • In-depth understanding of common institutional investment products and instrument types • Experience handling customer escalations with exemplary patience, poise and professionalism • Ability to work independently, with general direction and guidance • Innate curiosity and proven ability to learn new software technologies quickly • Highly organized with the ability to manage multiple concurrent priorities with a hands-on, pragmatic approach • Excellent time management skills and ability to meet deadlines in an evolving, fast-paced start-up environment • Excellent interpersonal skills with proven ability to build and deepen relationships with internal and external customer stakeholders, including C-level contacts • Demonstrated ability to communicate complex concepts clearly, concisely, and confidently • Familiarity with Google Apps and/or the MS Office suite, including strong Sheets/Excel and Slides/Powerpoint proficiency • Serious interest in having fun at work