Customer Success Specialist

Overview

The Opportunity: ACA is currently looking for a Customer Success Specialist who will provide expertise and guidance to our ACA Compliance Alpha clients, ensuring the highest level of satisfaction. Our clients include large institutional investors such as investment advisors, asset managers, private equity, and other financial institutions. The Customer Success team is highly focused on understanding the needs and ever-evolving priorities of our clients by providing subject matter expertise and best practice support that leverages the capabilities of the Compliance Alpha platform.

• Office Locations: NYC (office is near Grand Central), Pittsburgh, Medford, Oregon, Chattanooga and Portland, Maine.
• Must be able to go into one of these offices 2 days/week (Hybrid)
• All other locations will operate remotely until we establish an office in your area

Develop a deep working relationship with key client contacts, the wider Reg Tech Customer Success team and Compliance Alpha stakeholders. Convey client requirements to ACA’s Professional Services, Product Management, and Development teams. Provide (SME type) support for key client projects that relate to the use of Compliance Alpha. Become a trusted advisor to key client administrators and power users of Compliance Alpha.

Understand the business needs, client internal processes, product interests, and Compliance Alpha capabilities to ensure clients are getting the most value from the platform. Analyze client issues and develop approaches to remediate them. Act as the main Reg Tech POC/Escalation point for the client throughout their lifecycle. Actively manage client communications to include new product releases, feature/functionality updates, release notes, and other adoption campaigns sent by Customer Success.

• Bachelor’s degree. Three to five years of experience in the securities-side financial services industry, experience in the Surveillance space - trade surveillance, market abuse detection, etc. preferred.
• Must have an awareness or understanding of financial securities instruments (stocks, bonds, options, etc.). Excellent organizational and communication (written and presentation) skills.
• Enjoys a fast-paced, high-intensity environment; able to manage multiple priorities.
• Strategic thinker with the aptitude for translating analysis and new ideas into actionable deliverables.
• Strong computer skills and an aptitude for learning new SaaS systems. Experience using CRM tools extremely useful.
• Proven leadership skills and the ability to quickly form meaningful working partnerships.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you'll become part of a team whose unique combination of talent includes the industry's largest team of former regulators, compliance professionals, legal professionals, and GIPS® standards verifiers in the industry, along with practitioners in cybersecurity, ESG, and regulatory technology.

Our team enjoys an entrepreneurial work environment by offering innovative and tailored solutions for our clients. We encourage creative thinking and making the most of your experience at ACA by offering multiple career paths. We foster a culture of growth by focusing on continuous learning through inquiry and curiosity, and transparency. If you’re ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you’ve come to the right place.

ACA was founded in 2002 by four former SEC regulators and one…