Jobs
>
Raleigh

    Client Service Manager - Raleigh, United States - AdvisorEngine

    AdvisorEngine
    AdvisorEngine Raleigh, United States

    2 weeks ago

    Default job background
    Description

    Who is AdvisorEngine:

    We believe that the future of financial advice is personal, scientific and beautiful - these three ideals drive everything that we do.

    AdvisorEngine is a leading wealth management fintech platform that creates a unified experience across financial advisors, investors, and business management personnel.

    Our wealth management platform enables financial advisors to deliver an engaging, personalized client experience and to operate at scale through smart automation.

    Our team is made up of designers, enterprise technologists, data scientists, futurists, and business builders. We are based in NYC and Raleigh, NC.

    If you love data and are driven to create the future of financial advice, we'd love to hear from you.


    About this Role:


    As the Client Service Manager, you will lead a dynamic team providing service for our fintech firm's products, with a focus on CRM and Portfolio Management products.

    You will play a crucial role in optimizing support processes, mentoring team members, measuring performance, and collaborating with other teams to ensure a seamless client experience.


    Responsibilities:
    GeneralLead and manage the Client Service team.
    Provide guidance and mentorship to Service Associates, and others as a leader in the organization.

    Collaborate with the Head of Client Success to align support and service strategies with overall organizational goals, and support continuous improvement.

    Continuously expand your knowledge of CRM and Portfolio Management features, updates, and best practices.

    Contribute to the development and enhancement of knowledge base articles, training materials, and process improvement initiatives for all products, ensuring they are up-to-date and effective.

    Recruitment and onboarding of new service team members.
    Facilitate a culture of continuous learning, collaboration, and excellence within the service team.
    Create a culture that high performers want to be a part of.
    Other responsibilities and projects as assigned by supervisor or manager.
    Foster a positive work culture that encourages employee engagement and alignment with company values.
    Support the development and implementation of organizational strategies and objectives.
    Employee Engagement and DevelopmentFoster team morale and engagement and implement activities to ensure a positive work environment.
    Assess the team's proficiency in providing guidance and service for all AdvisorEngine products, contributing to complex case resolutions.
    Oversee the team's success. Identify strengths within the team, foster professional development, and prepare team members for advanced roles.

    Evaluate the team's agility in adapting to change and product updates and their ability to guide clients through the impact of product enhancements.

    Team PerformanceMeasure overall team performance, including ticket resolution times, client satisfaction scores, adherence to SLAs, and other metrics.
    Ensure team objectives align with organizational goals and contribute to strategic initiatives.

    Review and analyze client feedback related to the support provided by the team, identifying areas for improvement and implementing corrective actions.

    Develop and implement a comprehensive performance measurement strategy for the Client Support team. This includes determining key metrics, benchmarks, and evaluation criteria aligned with organizational goals.
    Regularly assess the effectiveness of current performance measures and make data-driven recommendations for adjustments. Stay informed about industry best practices in service performance metrics.
    Ensure that chosen performance measures directly align with the strategic goals of the organization. Collaborate with leadership to make adjustments based on evolving business objectives.
    Utilize data analysis tools and reporting mechanisms to provide regular insights into team performance. Present findings to relevant stakeholders and leadership, facilitating informed decision-making.
    Establish effective feedback mechanisms, including regular surveys and client feedback analysis, to inform performance measures. Use client insights to enhance the relevance and accuracy of evaluation criteria.

    Communicate key performance indicators (KPIs) clearly to the support team, ensuring everyone understands their role in achieving and exceeding established metrics.

    Foster a culture of accountability and continuous improvement.


    Requirements:
    Proven experience in a support management role, preferably with exposure to multiple products.
    Knowledge of ticketing systems such as Zoho, Zendesk, JIRA or related products.
    Strong leadership and team management skills, with an emphasis on mentorship and development.
    Analytical mindset with a focus on process optimization.
    Excellent communication and interpersonal skills.
    Ability to collaborate with other teams to drive overall client success.
    Familiarity with fintech products and the ability to adapt to evolving features and technologies.
  • Zenith Ventures

    Project Manager for Inspection Services in the Nuclear Industry

    3 days ago

    Zenith Ventures Raleigh, United States

    Job Description: Project management for international projects in the field of consulting and testing services in nuclear technology Participation in the international business development of the Nuclear Energy business unit Preparation of offers and contract negotiations Support ...

  • Conduent Business Services, LLC

    HR Services Manager

    6 days ago

    Conduent Business Services, LLC Cary, United States

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to persona ...

  • ORKIN, LLC

    Service Manager

    1 week ago

    ORKIN, LLC Raleigh, United States

    Overview At HomeTeam, we put people first. We make sure at HomeTeam you have the tools, support, and training needed to deliver a delightful experience to every customer. Our friendly, warm work environment means great work gets recognized and rewarded. If you take pride in going ...

  • Arch Capital Group Ltd.

    IT Service Manager

    3 weeks ago

    Arch Capital Group Ltd. Raleigh, United States

    With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Ena ...

  • Environmental Pest Service, LLC

    Service Manager

    3 weeks ago

    Environmental Pest Service, LLC Raleigh, United States

    ** Service Manager (Termite)** · **Job Category****:** Operations **Requisition Number****:** SERVI01129 Showing 1 location **Job Details** · **Description** · As your **LOCAL**, **DIVERSE**, and **ECO-FRIENDLY** pest control company, we pride ourselves on taking care of our c ...

  • Thompson Hospitality

    Service Manager

    3 weeks ago

    Thompson Hospitality Raleigh, United States

    Overview: · Join our team as a Service Manager at Shaw University where you will play a critical role in ensuring exceptional service delivery to students, faculty, and staff. This position involves overseeing front-of-house operations, staff supervision, customer satisfaction, ...

  • HomeTeam Pest Defense

    Service Manager

    3 weeks ago

    HomeTeam Pest Defense Raleigh, United States

    ** Service Manager** · **Job Category****:** Operations Leadership **Requisition Number****:** SERVI023982 Showing 1 location **Job Details** · **Description** · **At HomeTeam, we put people first.** **We make sure HomeTeamers have the tools, support, and training they need to ...

  • STM

    IT Service Managment

    4 weeks ago

    STM Raleigh, United States

    Job Description · Job Description · A Help Desk Engineer T1 in IT Service Managment (ITSM) plays a crucial role in providing technical support and assistance to clients who have outsourced their IT services to the MSP. The primary responsibility is to ensure that clients' IT sy ...

  • ALAMARC LLC

    service manager

    3 weeks ago

    ALAMARC LLC Raleigh, United States

    Locally owned and in the heart of North Hills, The Cowfish is well known as the spot for the freshest sushi and best burgers around We operate with our core values at the heart of everything we do: guest service, high quality ingredients, health, safety and a commitment to cultur ...

  • PwC

    Service Management

    3 weeks ago

    PwC Raleigh, NC, United States

    Industry/SectorNot ApplicableSpecialismAdvisory - OtherManagement LevelSenior ManagerJob Description & SummaryA career in our Service Management practice, within Cloud Computing and Networking services, will provide you with the opportunity to focus on the joint business relation ...

  • HomeTeam Pest Defense

    Service Manager

    3 weeks ago

    HomeTeam Pest Defense Raleigh, United States Full time

    Overview · At HomeTeam , we put people first . We make sure at HomeTeam you have the tools, support, and training needed to deliver a delightful experience to every customer. Our friendly, warm work environment means great work gets recognized and rewarded. If you take pride in g ...

  • S&P Global

    IT Service Management Lead Ii

    6 days ago

    S&P Global Cary, United States

    **About the Role**: · **Grade Level (for internal use)**: 12 About the Role · The Team · With a plethora of technologies running on a multitude of platforms across traditional datacentres to cloud-native you will be exposed to it all. You will be part of a specialist team respons ...

  • Fresenius Medical Care

    Manager Nutrition Services

    4 days ago

    Fresenius Medical Care Middle Township, United States Full time

    POSITION FEATURES:Position covers parts of Monmouth, Ocean, Atlantic, Cape May and Camden County NJ. · NJDEL Zone 4 locations. One of these locations needs to be a home location and able to travel to these locations 2-3 times per week. · PURPOSE AND SCOPE: · Supports the deliver ...

  • FleetPride

    Assistant Service Manager

    3 weeks ago

    FleetPride Raleigh, United States

    FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business Partner with the best in the heavy-duty industry and apply today · Assistant Service Manager · FleetPride is the leade ...

  • Highline

    Construction Services Manager

    1 week ago

    Highline Raleigh, United States

    Our client is a civil engineering firm serving North Carolina, Tennessee, South Carolina, and Virginia since 1984. The mid-size company has 8 offices across Virginia, North Carolina and Tennessee and an employee headcount of circa 200. They are proud to provide a hybrid workplace ...

  • S&P Global

    Service Delivery Manager

    1 week ago

    S&P Global Raleigh, NC, United States

    About the Role: · Grade Level (for internal use): · 10 About the Role: · The role of the Service Delivery Manager will be focused on improving the timely delivery of services to our internal and external customers. The SDM will with the Infrastructure/IT Leadership on establ ...

  • Pep Boys

    Store Manager of Service

    2 weeks ago

    Pep Boys Raleigh, United States

    **** · **Store Manager of Service** · **Store Manager of Service** · **Requisition ID:** · **Category:** Service Desk · **Position Summary** · Responsible for achieving expected sales goals across the service labor, parts, and fleet business and providing superior customer ...

  • Hitachi Energy

    Service Delivery Manager

    16 hours ago

    Hitachi Energy Raleigh, United States

    The Customer Service Mgmt. Specialist Professional is responsible for the operational service delivery and the day-to day relationship for the assigned customer accounts. Responsibilities include operational support using an service framework, strategic planning, service level ag ...

  • TME

    Assistant Service Manager

    3 weeks ago

    TME Raleigh, United States

    ** Assistant Service Manager - New Graduate Mechanical Engineer** · **Job Category****:** HVAC Services **Requisition Number****:** ASSIS01397 Showing 1 location **Job Details** · **Description** · Bernhards core mission is delivering innovative engineering, construction, and ...

  • Ward Transport & Logistics Corp.

    Service Center Manager

    5 days ago

    Ward Transport & Logistics Corp. Raleigh, United States

    Job Title: Service Center Manager Advertising Title: Req #: 11888 Company: Ward Trucking, LLC Job Code: SVCTROPS Location: Raleigh/Durham Employment Status: Full Time City: Raleigh Area of Interest: Manager State: NC Rate of Pay: Competitive Salary and Benefits Package · Job Desc ...