Client Experience Professional – Polish and Panache with a little “Tech” in Financial Services

Company Overview:

The team at NDT is working with a well-established, prestigious financial advisory firm in Boston. The firm is expanding its Client Experience team and is collaborating with NDT to recruit a Client Experience professional who has some technical knowledge plus the personal polish to work with the firm’s clients. This firm is known for its integrity, delivering successful outcomes for clients, and forward-thinking around the use of technology. The firm’s primary mission is to provide unwavering elevated level of service for its clients – which includes high-net-worth individuals/families and non-profits.

Job Overview:

This is a newly created role within the firm’s Client Experience team. The selected candidate will support platform configuration, user access administration, quality assurance, and ongoing alignment of client, account, and relationship information across integrated systems.

The role is a full-time contract position for 9-12 months with the possibility of converting to a permanent role. 

The Client Experience professional is responsible for supporting consistent, accurate, and seamless client experience across the firm’s client-facing technology ecosystem. This role serves as a central coordination point for client platform support, managing the intake of issues and changes including capturing, tracking, prioritization and resolution of client-related platform (technology, content, navigation, settings, etc.) issues and requests across internal departments and specialists. Additionally, as requested by colleagues, this role will schedule and conduct individual client sessions to personalize initial platform log-in and navigation. Primary responsibilities include:

• Serve as the central point for capturing client issues, questions, and requests for client facing platform related issues.
• Establish and manage a structured process, inclusive of a ticketing system, for documenting, prioritizing, tracking, and coordinating resolution of issues that will work cross-functionally in the firm.
• Develop system expertise in administration settings in various applications that integrate to deliver the full client platform experience (this includes NetDocs, 3E, Total Wealth, Summitas, and Okta)
• Create documentation to define platform settings and related processes.
• Monitor open items through completion to ensure accountability and timely resolution.
• Maintain visibility into issue trends and recurring challenges.
• Provide reporting and insights related to issues and questions encountered (i.e. themes, volume, frequency, resolution status, etc.) and recommend improvement opportunities.
• Lead regular cross- functional coordination meetings and communication to foster collaboration across teams and specialty areas.

Job Requirements:

• 5–7 years of progressive experience in Client/Customer Success, Client Services, Account Management, or Client Operations
• 2–3 years working with enterprise business applications or integrated technology platforms.
• Experience managing client onboarding, account maintenance, and ongoing client support in a professional services environment.
• Coordinating work across multiple business functions (IT, Finance, Service Delivery, Sales, Compliance, etc.).
• Experience using ticketing or case management systems to track and resolve client requests.
• Experience documenting business processes and developing standard operating procedures.
• Comfort managing multiple priorities in a fast-paced, client-facing environment.