Client Success Advisor

Job Title: Client Success Advisor Location: Remote - CA (Southern) What you'll do: Job Description Summary As a Client Success Advisor, your focus is in supporting our sales team and clients. Our HOA business line has heavily invested and will continue to invest in robust integrations and payment solutions that provide a wide range of features and options to clients. This role is key in ensuring client adoption of these solutions to enhance their experience and deepen relationships. Drive usage and adoption of HOA products/systems through a structured process of direct client communication, analysis and training. Work directly with Community Management Companies (CMCs) through the following process: Conduct business environment analysis to outline current state of CMC by documenting staffing arrangement, internal account reconciliation process, AR process (coupons, statements, ePayments, etc.) and client support mode. Through this process the CSC identifies opportunities for change/improvement within the CMC and potential updates in the HOA systems/processes. (Analysis includes review of internal HOA reports regarding customer, conversation with HOA Banker and Sales officer and pre-engagement survey.) Usage Assessment and Gap Analysis – After understanding/documenting the client’s current processes, the CSC will conduct a usage assessment and gap analysis identifying the percentage of systems the client is actively using. This analysis will primarily fall into (a) Software Integration, and (b) AR Payment Processing, but will also include an analysis of the client’s usage of online banking, ACH, positive pay, ACH filtering, etc. Improvement Plan and Training – After understanding the clients processes, needs and current system usage, the CSC will create and work through a personalized plan to update their system configurations, update/configure accounting software, train CMC staff and provide training/reference material. Plan will include follow-up and monitoring to