Client Support Specialist

| Charlotte, NC | Hybrid
Sorry, this job was removed at 6:27 p.m. (CST) on Friday, February 4, 2022
Find out who's hiring in Charlotte, NC.
See all Customer Success jobs in Charlotte, NC
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Adhesion, a Vestmark subsidiary - is a $6.1bil Unified Managed Account Platform designed for Registered Investment Advisors who are looking to bring their clients - and their businesses - to the next level. We passionately believe in the RIA community, the fiduciary model, and doing whatever it takes to raise the bar in the delivery of conflict-free, fee-based investment advice to consumers. We have dedicated ourselves exclusively to this cause for over 15 years. 

Summary

The Client Support Department is responsible for providing industry-leading support to its clients. In this role, you will organize, manage, and execute cross-department, client-related projects to the long-term relationship with the client. By coordinating large-scope, client-related projects, you will ensure quality and timely service on all client-impacting projects. 

Responsibilities: 

  • Client Service – Build sustainable relationships and trust with clients and take the extra mile to engage clients through open and interactive communication.
  • Client Communication – Act as the main point of contact for client-related, tactical issues, both internally and externally. You will utilize multiple channels to meet clients in their medium of choice: written case correspondence, email, and phone.
  • Issue Resolution – Provide daily support, data issue resolution, and daily request processing for clients with accuracy and efficiency.
  • Meet client support team targets, manage incoming calls & service inquiries, and maintain high client satisfaction.
  • Client Implementation – Manage the New Client Implementation process for assigned clients, along with other large-scope client-related issues as needed.
  • Project Coordination – Act in project management function for large-scope, client-related issues, and as a consultant to other teams in the company on special project expectation setting, planning, and scheduling.
  • Product Enhancement – Develop product enhancement strategies, participate as a stakeholder in product documentation efforts, and support product user acceptance testing efforts to ensure the quality of the product platform for client use.
  • Management Reporting – Proactive communication of status updates for projects with specific expectations and delivery dates.

Skills and Requirements:

  • 1-3 years client service representative or customer support experience 
  • Knowledge of Word Processing software; Spreadsheet software; Accounting software; Internet software; Project Management software and Database software

Education: 

  • Bachelor's degree 

Adhesion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Adhesion prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information.

Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • Salesforce ApexLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • ExpressFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

An Insider's view of Vestmark, Inc.

What are some social events your company does?

The Vestmark Fun Committee has hosted various virtual games, ping-pong/pool tournaments and baseball game outings that I’ve participated in and truly enjoyed. It boosts company morale and gives me the opportunity to get to know the fun and silly side of my coworkers from my own team as well as those from other departments.

Joan

Manager, VAS Trading

What's the biggest problem your team is solving?

It’s my job to educate users on the best ways to use our product. While anyone can push the buttons, I always ask “why?” and “what is the user trying to accomplish?” I'm not only demonstrating the product, but also the value it adds to the workflow of the customer. By interacting with users, we are not just teaching but also learning.

Jenny

Principal Trainer

How has your career grown since starting at the company?

My time at Vestmark has been like a "choose your own adventure" novel. I joined the company as a mid-level software engineer but have since grown into the role of a technical lead, to an engineering manager, and now helping to drive our agile transformation. I truly believe that Vestmark thinks that I should be in the driver's seat of my career.

Bobby

Senior Director, Engineering

How do you collaborate with other teams in the company?

We have learned to meet over Zoom as well as utilizing channels and direct messages in Slack. Today, as a hybrid office, we have more tools at our disposal to collaborate cross functionally. A great example would be with Slack channels having organized conversation, including files, graphics, and links makes for information readily available.

Thomas

Staff Project Manager

What are Vestmark, Inc. Perks + Benefits

Vestmark, Inc. Benefits Overview

Vestmark's biggest focus is our people. Our corporate health is dependent on our employee's well being. Across the company, we maintain an attractive standard of competitive benefits.

Culture
Volunteer in local community
Vestmark has a Charitable Committee that focuses on contributing in many ways to helping the environment and supporting the philanthropic interests of our employees. Your cause is our cause.
Open door policy
OKR operational model
Team based strategic planning
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Vestmark provides employees with a flexible work schedule that includes flex start and end times.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vestmark employees can contribute up to $2,750 annual to their FSA, $5k annual for dependent care, and participate in our employeer funded HSA program.
Disability insurance
Dental insurance
Our dental plan covers $1500 of expenses and Vestmark contributes 90% towards the cost!
Vision insurance
Health insurance
Vestmark contributes 90% towards the cost of the employee insurance plans!
Life insurance
Pet insurance
Wellness programs
Financial & Retirement
401(K)
In additional to our traditional 401(k) program, we also offer a ROTH 401(k) option for our employees.
401(K) matching
Vestmark provides employees with a traditional 401(k) and ROTH 401(k) matching plan. We match 50% of contributions up to 8% of our employee's annual gross pay.
Company equity
Vestmark also offers additional compensation in the form of restricted stock options. Our RSU’s are issued through a vesting and distribution schedule after achieving required milestones.
Performance bonus
Charitable contribution matching
Vestmark is very proud of our Charitable Giving Program. Will will match up to $250 annually to an approved charity of our employees choice.
Child Care & Parental Leave Benefits
Generous parental leave
We provide 12 weeks of paid parental leave for the primary caretaker and 2 weeks of paid leave for the secondary caretaker.
Family medical leave
Adoption Assistance
Vestmark offers up to 12 weeks of paid parental leave for an adoption event.
Return-to-work program post parental leave
Company sponsored family events
Vestmark sponsors family oriented events including a summer event and our annual Halloween trick or treat event.
Vacation & Time Off Benefits
Generous PTO
3 weeks - prorated from start date. Additional day for each year of service up to 10 years.
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Vestmark hosts company events throughout the year.
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Vestmark offers employees professional development opportunities for our employees including the ability to attend internal job training and external conferences.
Lunch and learns
Vestmark hosts lunch and learn and leadership development meetings once a month.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Creating a strong work life balance is important to us, this is why we offer our employees a generous paid time off package. This benefit enables employees to take the time they need to achieve a desired level of harmony between work at Vestmark and life outside of the office.

More Jobs at Vestmark, Inc.

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Vestmark, Inc.Find similar jobs like this