Customer Experience Consultant, Back Office

As a Customer Experience Consultant, Back Office at Ridgeline, you will be responsible for end-to-end functional implementations of the Ridgeline enterprise cloud software for investment management customers. You will directly interact with both internal and customer stakeholders to define and deliver an agreed upon scope of services with an emphasis on back office systems and workflows. A consultative approach, innovative mindset, and collaborative spirit will be key as you build a track record of successful go-lives and make a meaningful impact on an industry primed for change.

What will you do?

• Engage customer leaders to understand, design and deploy strategic business workflows across the full spectrum of the investment management lifecycle
• Configure, test, and drive adoption of the Ridgeline software as an extension of the customer’s team, including data ingestion and migration activities, reconciliation optimization, market and reference data source configuration, report customization, performance and composite comparisons, and portfolio accounting validation across diverse transaction types, account structures, and asset classes
• Develop and apply deep expertise in the investment management domain and all aspects of Ridgeline’s software and ensure customers take full advantage of the Ridgeline product and workflows
• Collaborate with technical integration consultants on your project team to support their efforts of designing, building, testing, and deploying customer integrations
• Partner with Ridgeline’s engineering and product management teams to identify and resolve product bugs, recommend new feature development, and translate customer enhancement requests into actionable requirements documentation
• Collaborate with Customer Success team members to iteratively build the tools and templates necessary for data migration and integrations to grow rapidly, implement efficiently, and scale in a cost-effective manner
• Think creatively, own problems, seek solutions, and communicate clearly along the way
• Contribute to a collaborative environment deeply rooted in learning, teaching, and transparency
• Evangelize Ridgeline’s technology and articulate the value to external stakeholders
• Provide mentorship and coaching to peer consultants as the Customer Experience organization continues to scale
• Exemplify Ridgeline’s Core Values and Security First Mindset
• Domestic travel expected 20%

Required Skills and Experience

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, or related field of study
• 4+ years of experience implementing investment management software in a customer-facing role; specific experience with portfolio accounting, reconciliation, and investment reporting solutions preferred
• In-depth understanding of institutional instrument types (equities, funds, fixed income, structured products, derivatives, and FX)
• Strong knowledge of and interest in the financial markets and institutional/HNW investment lifecycle with an emphasis on middle/back-office workflows
• Experience implementing scalable and repeatable business processes, educating customers on industry best practices, and delivering tailored user training
• Experience handling customer escalations with exemplary patience, poise and professionalism
• Passion for delivering world-class customer service
• 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 several priorities with a hands-on approach
• Excellent time management skills and ability to meet deadlines in an evolving, fast-paced environment
• Excellent interpersonal skills with an ability to build relationships with internal and external customer stakeholders
• Demonstrated ability to communicate complex concepts clearly, concisely, and confidently
• Familiarity with Google Apps and/or the MS Office suite, including strong Excel proficiency
• Serious interest in having fun at work

Nice-to-Haves:

• Project management skills and/or experience leading successful implementations of enterprise SaaS solutions
• Understanding of Agile principles and software development lifecycles
• Experience coaching customers around tech stack, tooling, and processes
• Comfortable working with Slack, JIRA/Confluence, and professional services applications such as Kantata
• Basic understanding of AWS, APIs, and serverless technology
• Chartered Financial Analyst designation a plus

About Ridgeline

Ridgeline is the industry cloud platform for investment