Senior Customer Success Advocate

As a Senior Customer Success Advocate, 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 during and following their initial implementation. 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 enterprise SaaS software, change management, KPI definition/tracking, sales and product partnership, hands-on tenant configuration, 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 Customer Success within Ridgeline’s Customer Experience / Go-to-Market 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 functional adoption of the Ridgeline software as a trusted extension of our customers’ teams
• Plan, scope, and deliver a portfolio of value-add services for live customers, including change management and target operating model strategy, best practice coaching, portfolio and trade order management workflow enhancements, reconciliation optimization, data vendor configuration, report customization, and inquiry resolution
• Promote stickiness and referenceability through the delivery of new feature implementation/adoption projects, training/education programs, and 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 products and engineering teams to identify and resolve defects, recommend new feature development, and translate customer enhancement requests into actionable requirements documentation
• Collaborate with Consulting, Customer Support, Operations, Education, and Account Management teams to iteratively build a scalable, profitable CS business
• 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 Customer Success organization continues to grow
• Exemplify Ridgeline’s Core Values and Security First Mindset
• Domestic travel possible up to 25% depending on location

Required Skills and Experience

• Bachelor’s degree in Business, Accounting, Finance, Economics, Information Technology, Computer Science, or a related field of study
• 5+ years of experience in a professional services, technical account management, and/or customer success organization
• 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 (e.g. CRM, portfolio management, trading, custodial reconciliation, data management, reporting)
• In-depth understanding of common institutional investment products and instrument types (equities, funds, fixed income, structured products, derivatives, private assets, FX, etc.)
• 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
• 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, including C-level contacts
• Demonstrated ability to communicate complex concepts clearly, concisely, and confidently
• Familiarity with Google Apps and/or the MS Office suite, including strong Sheets/Excel and Slides/Powerpoint proficiency
• Serious interest in having fun at work

Nice-to-Haves

• Software or Financial Services consulting experience, especially in the enterprise SaaS or investment systems transformation space
• Understanding of Agile principles and software development lifecycles
• Experience coaching customers around tech stack, tooling, and workflows
• Comfortable working with Slack, Jira, Confluence, and professional services/customer success applications such as Salesforce, Kantata, and Zendesk
• Basic understanding of AWS, APIs, and public cloud infrastructure 
• Chartered Financial Analyst designation a plus

About Ridgeline

Ridgeline was founded by Dave Duffield (co-founder and former CEO of both PeopleSoft and Workday) in late 2017 to develop enterprise software for the investment management industry. [For technical roles: We are building an end-to-end cloud platform on a modern infrastructure using AWS, serverless technologies, and working with modern frameworks.

Headquartered in the Lake Tahoe Basin with an office in the heart of Manhattan, Ridgeline employees enjoy the best of both worlds: the tranquility of Lake Tahoe and the energy of the country's financial epicenter. 

Our unconditional commitment to our customers and each other creates an environment of respect, trust, and collaboration; we lift each other up in the pursuit of shared goals. If this people-first perspective is important to you, perhaps you're one of us.

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

Compensation and Benefits 

[For New York and California Based Only]

The cash compensation amount for this role is targeted at $115,000-$162,500. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above. 

As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product. In addition to the base salary, 100% of Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.

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