Client Experience Associate

Client Experience Associate

The Client Advisory team is a core group within Drawbridge. As an agile team, Client Advisory works to provide best in class service and support to our clients. As a Client Experience Associate, you will assist with maintaining relationships and the service delivery of certain products with clients, their IT resources, and associated third parties. You will work to gain an understanding of the Drawbridge business process, engagement deliverables and services, cybersecurity risk management, IT controls, and regulatory standards. You will gain valuable hands-on experience, working with many of the world's most successful asset management firms.

The Client Experience Associate will report to the Client Service Team Manager. This entry level role is intended to provide the necessary building blocks and understanding of Drawbridge's cyber program and associated deliverables, as well as our approach to client engagement as a trusted advisor. This will prepare you for potential advancement and additional responsibilities.

Our Values:

Innovation: As the market leader, Drawbridge draws on its in-depth, collective expertise in its constant effort to innovate both our platform and our approach to service

Integrity: Our clients and partners lean on us because they know we are trustworthy and honor what we say

Collaboration: We are here to win, and we only win when we work together across team

Diversity: We are inclusive. We honor, respect, and appreciate each other's differences and perspectives

In this Role You Will:

Manage end-to-end case intake, ensuring accurate classification, routing, and assignment.

Apply subject tags (e.g., Urgent, Security, Policy) to improve routing and triage accuracy.

Ensure all cases include complete notes, relevant attachments, and correct client associations.

Update case statuses, tasks, and comments throughout the work lifecycle.

Handle common client issues including CRA/VRA process questions, platform/portal access, and simple policy clarifications.

Follow checklists, templates, and macros to ensure consistency.

Support scanning workflows by uploading forms, validating information, and checking for completeness.

Validate intake forms, synthesize supporting information, and coordinate with technical teams on workflow requirements.

Monitor daily queue health, reassign, or escalate cases at risk of breaching SLAs, and correct mis-tiered or mis-routed items.

Collaborate with Client Service, Advisory, Technical teams, and Relationship Managers to drive smooth case progression.

You Have:

13 years of professional experience, preferably in a client? or customer?facing role.

Experience with Salesforce or similar ticket/case management systems.

Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

Demonstrated problem?solving ability, sound judgment, and attention to detail.

Exceptional time?management skills, with the ability to manage multiple deadlines and triage high?volume work.

Excellent written and verbal communication skills, with the ability to effectively engage with clients and maintain strong working relationships.

Comfort working both independently and as part of a team, with a willingness to take on projects outside the regular scope of work.

Nice if you have:

Project management and/or account management experience

Familiarity with hedge fund, private equity, or venture capital operations/compliance is strongly preferred.

Please note this position is not eligible for employment sponsorship. Applicants must be authorized to work in the United States without current or future visa sponsorship.

We Offer:

Competitive compensation package

Employer Retirement/401(k) plan with company contribution

Medical, Dental, Vision Coverage, Disability, and Life Insurance

Health Savings Account (HSA) or Flexible Spending Account (FSA)

Tuition Reimbursement

Generous Paid Time Off Policy

Healthy Work/Life Balance

Phone Reimbursement Perk

Exclusive Employee Discounts & Perks offered through ADP and insurance

About Drawbridge

Drawbridge is an award winning, premier provider of cybersecurity software and advisory solutions to the asset management industry. Its proprietary platform helps firms exceed and manage their governance, risk, and compliance (GRC) requirements while combatting sophisticated cyber threats and third-party risks. Drawbridge's platform connects business, compliance, and IT to empower firms to centralize and manage their most robust security programs, improve their risk profile, and raise institutional capital. With a tested team focused on delivering value to 900+ clients, Drawbridge offers unmatched customer service and flexibility to help businesses proactively manage vulnerabilities, plan for growth, and reduce complexity. At Drawbridge, we are committed to attracting and retaining the best individuals who enjoy working in a dynamic environment

Our Hiring Process

We want to hire the most qualified individuals. We've designed a multi-step selection process that may include interviews and assessments. We render decisions quickly and we're eager to get to know you.

Affirmative Action and Equal Opportunity Employer

Drawbridge Partners, LLC is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, non-disqualifying physical or mental disability, protected veteran status, or any other legally protected characteristic, in accordance with applicable law. All employment is decided on the basis of qualifications, merit, and business needs.