Essential Duties and Responsibilities:
· Work on a wide variety of key project tasks such as business analysis, technical design and requirements gathering (BRD) in relation to Advantage Fee.
· Implement Advantage Fee for new client projects, configuration setup, testing and go-live support
· Provide Quality Assurance testing to client customizations and product enhancements
· Support system and client acceptance testing conducted by InvestCloud clients
· Analyze current client business processes and recommend improvements
· Act as a subject matter expert on client fee billing and middle/back-office revenue operations and management
· Coordinate troubleshooting / issues with engineering and development
· Production Support monitor Zendesk cases coming in. Assign to the relevant team or investigate and keep tickets updated on a regular basis within the Client SLA.
· Ability to receipt, logging and tracking of all client issues, defects, and inquiries
· Internal analysis of reported issues to identify potential resolution or workaround
· Efficient, effective, and collaborative interaction with the client to understand and investigate the issue in a timely manner.
· Internal escalation to the respective team or individual to perform more detailed root cause analysis
· Develop significant knowledge and understanding of the Advantage Fee product to perform independent investigation
· Interact with internal stakeholders and leadership to escalate issues in a timely fashion to help mitigate risk of client dissatisfaction
· Conduct periodic reviews with peers to understand root cause of reported issues for future prevention and resolution
· Assist with billable projects, including testing, release documentation, BRD documentation, configuration, and issue remediation.
· Client-facing experience is required.
· Work flexible hours when required to support projects or go live.
· Perform other duties as required
Top Skills
What We Do
InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named a CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world.
Why Work With Us
Our growth is driven by our people as much as by our product. We are a team of operators, designers and artists. We value fresh perspectives as well as seasoned experience. We are connected by a strong sense of fun and family, working with focus to meet and exceed the highest standards.
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