Customer Success Staff Consultant, Expert Services

As a Staff Consultant, Expert Services, you will uphold a critical pillar of Ridgeline’s Customer Success organization, ensuring investment management firms fully leverage all aspects of the Ridgeline cloud-native software platform following their initial implementation period. You will draw on your exemplary customer service skills, deep investment management domain knowledge, and technical acumen to drive sustained user adoption, maximize customer value, and promote strong referenceability. Your previous experience with cloud infrastructure, enterprise technology implementation, strategic planning, KPI definition/tracking, sales and product partnership, and customer advocacy will play a critical part in your day-to-day work. A consultative approach, innovative mindset, and collaborative spirit will also be key as you make a meaningful impact on an industry primed for change. This role will report to the Head of Expert Services within Ridgeline’s Customer Success organization. 

What You’ll Do

• Engage customer leaders to understand, design, deploy, and continuously improve business workflows across the full investment management lifecycle
• Configure, troubleshoot, and drive adoption of the Ridgeline software as a trusted extension of the customer’s team following their initial onboarding
• Plan, scope, and deliver a range of expert services for live customers, including custom integration change management, CRM best practice coaching, portfolio and trade order management workflow enhancements, reconciliation optimization, data vendor configuration, report customization, and performance/accounting inquiry resolution
• Promote stickiness and referenceability through the delivery of new feature implementation/adoption projects, training/education programs, and high 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 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 Implementation, Customer Support, and Account Management teams to iteratively build a scalable, profitable Customer Success organization
• Participate in key elements of the Expert Services sales and implementation cycles including response to RFPs, fee estimates, and presentations to prospects and customers pertaining to post-live service offerings 
• 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 Expert Services organization continues to grow
• Exemplify Ridgeline’s Core Values and Security First Mindset
• Domestic travel expected 25%-30%

Required Skills and Experience

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study
• 7+ years of experience in a professional services, technical account management, and/or customer success organization, driving user adoption and delivering hands-on support and subject matter expertise to enterprise customers
• Strong knowledge of and interest in the financial markets and institutional/HNW investment lifecycle with demonstrated experience performing, implementing, and/or servicing front, middle, and/or back office workflows
• In-depth understanding of common institutional investment products and instrument types (equities, funds, fixed income, structured products, derivatives, and FX)
• 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 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, at times including C-level contacts
• Demonstrated ability to communicate complex concepts clearly, concise