B2B Customer Success Associate

Position Summary

As a B2B Customer Success Specialist, you will be the primary point of contact for 401(k) Plan Sponsors. This role requires a blend of exceptional customer support, deep financial knowledge, and direct client portfolio management. You will act as a trusted partner to our clients, leveraging your expertise to find solutions, build strong relationships, and ensure a seamless experience.


Responsibilities

• Deliver above-and-beyond customer experiences through email and other back-office channels.
• Manage a dedicated portfolio of clients, maintaining ongoing communication and building strong rapport.
• Act as the internal voice of the customer, offering insights to all areas of the business to help build a better product and a more streamlined experience.
• Act as the primary point of contact, communicating directly with key client stakeholders to ensure alignment and manage expectations.
• Proactively notice patterns in client inquiries, investigate root causes, and collaborate with your team to find rapid, effective solutions.
• Lead with empathy and a problem-solving mindset to identify and resolve client issues and concerns. 

Required Qualifications 

• B2B Experience: A minimum of 2 + years  of experience in a B2B (Business-to-Business) role is required.
• Financial Industry Experience: Proven experience of 1+ years in the financial sector with a strong understanding of industry terms like AML, KYC, and other compliance concepts.
• Written Support Experience: Demonstrated experience in a written customer support role (back-office or email support).
• Client Portfolio Management: Experience managing a direct portfolio of clients with ongoing communication responsibilities.
• Exceptional Communication: Outstanding written communication skills with a proven ability to explain complex topics simply and build rapport.
• Technical Savvy: The ability to navigate multiple complex systems (CRMs, financial platforms) simultaneously.

Preferred Qualifications (Nice to Have)

• Platform Experience: Hands-on experience with Salesforce, QuickBooks, or HR integration platforms.
• 401(k) Knowledge: Specific expertise with the 401(k) plan lifecycle and administration.
• CRM Experience: Previous experience working with CRM systems such as Zendesk