Client Success Coach

Job Summary 

The Client Success Coach is responsible for enhancing user product knowledge and increasing adoption of the eMoney platform. The Client Success Coach is passionate about adult learning and is comfortable and confident using a wide array of strategies, tools, and delivery modalities to achieve learning goals.  The learning experience provided supports both new and tenured users.

The Client Success Coach develops and executes scalable learning initiatives by providing a consultative onboarding approach to ensure advisors receive training to effectively implement the eMoney platform into their current workflow.

This position requires an understanding of the eMoney platform with exceptional communication and organizational skills.

Job Responsibilities

• A subject matter expert in the eMoney platform who delivers consultative coaching to guide users through a customized onboarding program
  • Execute agreed-upon onboarding program, monitor progress and advisor satisfaction throughout and adjust the coaching topics as needed for the planning platform
  • Maintain knowledge of key features of new clients launched on the eMoney platform
• Proactively encourage users to complete their coaching program to support their business growth
• Proactively reach out to users to re-engage them in the learning program, aiming to increase their system usage
• Actively communicate with users, ensuring they stay on track with the current learning program and further develop their product knowledge through additional programs
• Participate in targeted engagement initiatives with the goal of improving retention through increased product adoption
• Proactively identify and communicate with leadership on usability, procedural, and/or technical issues that impact the efficiency of the Coaching team
• Participate in necessary onboarding program for large, enterprise firms
• Assist with maintaining department documentation as needed
• Other duties as assigned

Requirements

• Bachelor’s degree in Computer Science, Education, Information Technology, or equivalent work experience
• 2+ years of experience in software training or software consultancy in the FinTech Industry with a focus on adult learning principles
• Working knowledge in learning management systems and e-learning tools
• Working knowledge of financial advisory services preferred
• Working knowledge of financial terms and concepts
• 0-5% travel

Skills

• Highly motivated, self-starter that can work proactively with minimal supervision
• Working knowledge of financial advisory services
• Strong verbal and written communication skills and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
• Ability to speak clearly, concisely, and effectively; as well as listen and understand information and ideas as presented verbally
• Ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence
• Self-motivated, decisive, with the ability to adapt to change and competing demands
• Creative approach to delivering coaching solutions
• Detail oriented, strong attention to detail, highly organized, ability to multi-task in a fast-paced environment
• Ability to respond quickly to changing needs and adapt as necessary to meet new challenges
• Strong ability to interact with all levels of the organization (technical, non-technical, team members, management)
• Strong competence surrounding the financial instruments, planning techniques, and the financial industry as a whole
• Strong ability to comprehend and communicate technical, industry, and product-specific concepts
• Maintains command of new enhancements to the system and key features of new partners launched on the eMoney platform
• Proficient with Microsoft Office applications including PowerPoint, Excel, and Word
• Proficient with Salesforce

Employee Acknowledgement

I have reviewed this job description and I understand all my job duties and responsibilities as set forth herein.  I can perform the essential functions as outlined with or without reasonable accommodations, which I understand that I can request from Human Resources. I understand that my job may change on a temporary or regular basis per the needs of my location or department without it being specifically included in the job description. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor or a member of Human Resources.

I further understand that future performance evaluations are based on my ability to perform the duties and responsibilities outlined in this job description to the satisfaction of my immediate supervisor. I have discussed any questions I may have had about this job description prior to signing this form.

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