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Form of workCustomer Success Operations Analyst
Location: US Remote*
We are SigFig. We empower everyone to achieve their life goals and ambitions with intuitive and customer centric financial solutions. It takes extraordinary people to disrupt decades of legacy financial practices to reimagine solutions to serve customers at scale.
We are committed to building impactful financial solutions that are accessible and affordable to everyone. Using a combination of design, data science, and technology, we help provide people with financial advice and guidance they need to achieve their life goals. Whether it's through our direct to consumer or business to consumer products through partnerships with some of the world's largest and most innovative financial institutions like Wells Fargo, UBS, and Citizens Bank, SigFig seeks to help consumers and institutions make better financial decisions.
We are guided by our core values: Customer Delight, Make It Happen, Think Big, and We Over Me. Read more about our core values and how we live them every day on our website here.
Headquartered in San Francisco, we have amazing talent solving interesting problems across the United States, Canada, Singapore, and India. Come thrive at SigFig!
The Team: Customer Success Operations
Are you ready to play a pivotal role within our Customer Success Operations Team? As a Customer Success Operations Analyst, you'll serve as a vital liaison for our partners, clients, and internal cross-functional teams. We're dedicated to optimizing our partnerships and client relationships, collaborating closely with stakeholders, financial advisors, and product teams to ensure unparalleled support and success.
The Opportunity: Enterprise Account Executive
As a leader in SigFig's Customer Success analytics, you will orchestrate and oversee the analysis of our Customer Success metrics, working collaboratively with Strategic Partnerships, Product, Delivery, and Data Science teams. Your role will involve generating routine internal and external reports on the success of our partnerships, providing insights and recommendations for product enhancements and strategic initiatives that will further drive adoption. Additionally, you'll serve as the frontline support for our direct-to-consumer clients, diligently investigating and resolving issues while ensuring compliance with regulatory procedures. Mastery of complex regulatory documentation for both internal and external stakeholders will be essential in this role. Furthermore, you'll adeptly manage time-sensitive tasks that directly influence the success of our partners, clients, and enterprise.
- Partner with cross-functional teams to identify product enhancements and strategic initiatives driving platform adoption.
- Develop Customer Success KPI reporting and incident management, ensuring timely resolution and customer satisfaction.
- Create exceptional experiences for clients and partners through structured documentation and insightful presentations.
- You serve as the face of SigFig, providing essential support to enterprise partners and consumer clients.
- Leverage data to drive enterprise and partner-level reporting, identifying growth opportunities for both.
- Collaborate with internal teams to develop and maintain Customer Success documentation and support strategic initiatives.
- Act as a dedicated service expert, resolving partner issues with minimal supervision and mitigating risk for the firm.
- Bachelor's degree in Finance, Business Administration, or related field preferred.
- 2+ years of experience in a strategic or analytic role, with 5+ years in the financial services industry.
- Proficiency in data analysis and reporting tools, with a strong understanding of wealth management products and services.
- Excellent communication skills and ability to build rapport with clients and partners.
- Detail-oriented and organized with the ability to work independently and collaboratively in a fast-paced environment.
If you're a self-motivated individual with a passion for Customer Success and a track record of success in cross-functional teamwork, we want to hear from you. Join us and make a difference in our journey towards client excellence and partnership success. Apply now!
Perks and Benefits- Annual base salary range for this position is USD$85,000 to $100,000. Note, we take into consideration an individual's background, experience, and geographic location, among other factors, in determining final salary. This role is also eligible for equity in the company, medical, dental and life insurance, EAP, 401(k) with matching, monthly internet stipend, $1000 annual wellness benefit, paid parental leave, paid sick leave, and flexible PTO.
*Please note:This role allows for remote work in the US. We are able to consider candidates for employment in the following states: Arizona, California, Connecticut, District of Columbia, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Nebraska, Nevada, New York, New Jersey, North Carolina, Oregon, Pennsylvania, Texas, Virginia, Washington, Wisconsin.
Founded in 2007, SigFig is backed by premier venture capital firms, including Bain Capital Ventures, DCM Ventures, Nyca Partners, and Union Square Ventures as well as leading financial institutions including Wells Fargo, UBS, Santander, New York Life, Eaton Vance, and Comerica. We've raised $110 million to support our growth as the #1 online investment advisor for large financial institutions.
© Nvest. All rights reserved, SigFig is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities and perspectives to apply.
San Francisco Applicants: SigFig will consider applicants with arrest and conviction records (criminal histories) in a manner consistent with the San Francisco Fair Chance Ordinance.
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