Job Description
intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best – as people and businesses - by working together and always striving to get better without fearing failure.
We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.
Who is intelliflo?
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.
Job Description
Your Role:
We are seeking a dynamic, highly motivated, and enthusiastic individual to join our Customer Success Team. This person’s primary responsibility will be to provide support for our intelliflo redblack customers. This includes new customer onboarding, implementation, responding to customer requests for assistance, being the first escalation point of support requests, identifying, and documenting new customer requirements and enhancements, and building a working relationship with our customers.
What you would be responsible for:
- Proficiency with the intelliflo redblack solution, covering support requests, client management, and rebalancing. This role will serve as the first point of escalation for customer support managers
- Maintain a positive, cooperative, and professional relationship with our customers. Add value to our customers by knowing their workflows, data, and overall needs.
- Train customers on the intelliflo redblack system capabilities available by completing one-on-one as well as group training sessions.
- Complete SDI (successful data integration) for new onboardings
- Maintain internal documentation related to implementation and support procedures across team, using approved intelliflo tools (Confluence, etc.). Add guidance when updates or efficiencies are needed in current processes
- Own and maintain individual or support team projects
- Increase solution adoption by highlighting additional features which would be beneficial to their overall business.
- Provide continuing education to customers on how to effectively use solution in their practices.
- Review customer requests with a sense of urgency, seeking out potential resolution.
- Work collaboratively with other teams such as product and engineering for resolution of issues and following through to timely completion.
- Communicate proactively with customers regarding product and program information, supportability issues, and strategic plans where appropriate.
- Share best practices with team members to enhance the quality and efficiency of the Customer Experience.
- Provide feedback on solutions through pre-release and post-release testing
- Assume ownership and accountability for implementations in process, assuming direct role of project manager and SME for top segment of new customers during initial onboarding.
- Meet periodically with upper management to review functions to ensure business needs are being met.
- Provide guidance for escalated client issues when a higher level of expertise is needed to resolve a functional or technical support case type.
- Ensure timely resolution of client issues, escalating further and informing key stakeholders as appropriate.
Experience you bring:
- Bachelor’s degree or higher in Finance, Technology, Business Administration, or related field (equivalency through proven career progression will be considered)
- 3-5 years of customer support and implementation of a solftware solution (SAAS experience preferred)
- 3-5 years of financial services experience (highly preferred but not required)
- Experience with Salesforce and JIRA
- Working knowledge of MS Windows, MS Office, system architecture and environments
- Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way
- Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities
Full Time / Part Time
Worker Type
Employee
Job Exempt (Yes / No)
Yes
Workplace Model
intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.
What’s in it for you?
intelliflo offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.
Our commitment to diversity, equality, and inclusion
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
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