Customer Success Specialist

Customer Success Specialist

The Opportunity: ACA is currently looking for a Customer Success Specialist who will provide expertise and guidance to our ACA ComplianceAlpha 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 ComplianceAlpha 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.

What You'll Do:

• Develop a deep working relationship with key client contacts, the wider RegTech Customer Success team and ComplianceAlpha 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 ComplianceAlpha.
• Become a trusted advisor to key client administrators and power users of ComplianceAlpha.
• Understand the business needs, client internal processes, product interests, and ComplianceAlpha 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 RegTech 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.

To qualify for the role, you must have:

• 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.

What working at ACA offers:

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.

Why join our team?

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.

More about ACA:

ACA was founded in 2002 by four former SEC regulators and one former state regulator. The founders saw a need for investment advisers to receive expert guidance on existing and new regulations. Over the years, ACA has grown both organically and by acquisition to expand our GRC business and technology solutions. Our services now include GIPS standards verification, cybersecurity and technology risk, regulatory technology, ESG advisory, AML and financial crimes, financial and regulatory reporting, and Mirabella for establishing EU operations.

What we commit to:

ACA is an equal opportunity employer that values diversity. We conduct our business without regard to actual or perceived age, race, color, religion, disability, caregiver, marital or partnership status, pregnancy (including childbirth, breastfeeding, or related medical conditions), ancestry, national origin and citizenship, sex, gender identity and expression, sexual orientation, sexual and reproductive health decisions, military or veteran status, creed, genetic predisposition, carrier status or any other category protected by federal, state and local law. ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment.