Advisor Service Associate; Customer Success

RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

Great Gray is looking to add an Advisor Service Associate on our Customer Support team. This is a customer-facing role responsible for providing a best-in-class service experience for our retirement plan advisor clients. Strong communication skills are a must, as the role includes building and maintaining working relationships with team members, vendors and other departments throughout the organization.

This position will work from our Las Vegas, NV office. Great Gray Group currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

• Field and respond to inbound phone calls and email correspondence regarding our proprietary Advisor Web Portal
• Effectively and succinctly engage with clients (financial advisors) to communicate the features and value‑add functionality included in the Advisor Portal
• Identify and troubleshoot platform issues reported by clients, develop workarounds to minimize service disruption, and elevate technical bugs or system deficiencies to the appropriate internal teams
• Write clear, detailed requests that document technical issues and enhancement needs, providing the information required for development teams to resolve issues or build new features.
• Manage and maintain cases within Salesforce, ensuring client interactions, reported issues, and resolutions are accurately documented and tracked through to completion
• Conduct demonstrations and training on new technology features and technology capabilities, both virtually and in‑person
• Ability to attend/travel to company events to interact with clients, conduct demos, and assist with event logistics/preparations (minimal travel is expected –approximately 1‑2 weeks per year)
• Complete other related duties as assigned

• Bachelor’s degree and 1‑3 years of relevant work experience in the financial services or retirement/investment planning industry.
• Proficient use of applicable technology including our client web portal.
• High level of accuracy in typing and data entry.
• Strong customer service orientation and ability to build relationships and trust with internal and external clients and other key stakeholders.
• Excellent written and verbal communication skills with the ability to effectively engage clients, senior management, team members, and vendors.
• Ability to manage multiple projects and deliverables simultaneously.
• Excellent organizational skills and attention to detail – timely and accurate follow‑up is key!
• Collaborative team player with a positive attitude and a commitment to contributing to a supportive work environment.
• Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively.
• Comfortable navigating ambiguity.
• Entrepreneurial mindset to bring best practice ideas to the team.
• Your standards reflect our core values:
  Growth Mindset, Disciplined Curiosity, Grit, Results Driven, Collaboration.

We have a comprehensive and…