Client Support Consultant

About this Opportunity:

As a Client Support Consultant, you will be responsible for providing high-level service, training, and technical support for Orion and Summit clients. Acting as a trusted advisor, this role combines deep product expertise, technical troubleshooting, and proactive client engagement to ensure successful adoption and ongoing use of the Orion ecosystem. This role operates primarily from a queue-based model, serving as the dedicated high-level point of contact for Summit Group clients and supporting Summit Group specialists. Client Support Consultant also mentor teammates and contribute to training resources, supporting a culture of excellence and continuous improvement. This role directly supports Orion's goals of delivering an exceptional client experience, creating master users, driving active platform engagement, and maintaining a one-contact solution for every Summit Group client we serve. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

In this role, you'll get to:

• Respond to client inquiries via phone, email, chat, and training sessions in a timely and professional manner
• Provide best practice guidance and training on Orion and Summit systems to drive platform engagement and move clients toward master user status in support of Orion's proactive education strategy
• Troubleshoot and resolve issues with access, reporting, portal setup, data, and experience builds
• Review MySQL data and JSON/JavaScript configurations to support client needs and resolve complex technical issues
• Collaborate with Product and Operations teams to resolve complex issues through to resolution
• Proactively communicate new feature launches and platform updates to clients, driving adoption and engagement post-onboarding
• Create and maintain training materials and documentation in support of Orion's goal of building a well-educated client base
• Mentor new employees through coaching and job shadowing, contributing to team excellence and continuous improvement
• Log and manage all client interactions and milestones accurately in GuideCX and Salesforce
• Monitor client engagement metrics post-onboarding and proactively re-engage at-risk clients to support Orion's goal of growing revenue through stickiness
• Identify opportunities to deepen client use of Orion products and surface those insights to the broader team

We're looking for talent who:

• Has strong written and verbal communication skills with the ability to simplify technical concepts for diverse audiences
• Has proficiency in MySQL and comfort with JSON/JavaScript configurations
• Has familiarity with CRM systems, Salesforce, and ticketing platforms
• Has strong organizational, problem-solving, and multitasking skills with the ability to prioritize independently
• Has experience creating and maintaining training materials and documentation
• Has ability to collaborate across teams and influence outcomes without formal authority
• Mentors and develops newer team members through coaching and knowledge transfer
• Has a minimum of a high school diploma; Bachelor's degree preferred
• Has a minimum of 3+ years of experience in customer service or technology-related roles; fintech or system support experience strongly valued; prior mentoring or training experience preferred
• Preferably has experience with Orion Reconciliation, Reporting, Billing, Performance, and Advisor Portal
• Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

#LI-AP1


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Recommended Skills:
Client Facing, Client Support, Customer Satisfaction Analysis, Data Reconciliation, Documentations, Financial Services, Information Technology (IT) Support, Onboarding, Organizing, Pricing Management, Problem Solving, Process Improvements, Remote Support, Technical Support, Technology Training, Time Management, Troubleshooting

Salary Range:
$72,860.00 - $110,014.00
The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA-we innovate always , push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.