Manager, Customer Success-Surveillance

The Opportunity: 

ACA is currently looking for a Customer Success Manager, Surveillance, who will provide senior level expertise and team leadership while working with ACA ComplianceAlpha clients to ensure 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 evolving priorities of our clients and on providing financial market surveillance subject matter expertise that leverages the capabilities of the ComplianceAlpha platform.   

 
What You’ll Do  

• Develop a deep working relationship with key client contacts and technology project teams. Be able to convey client requirements to ACA’s Professional Services, Product Management, and Development teams. 
• Problem solve and provide best practice framework on regulatory compliance/surveillance client needs. 
• Provide 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:   

• Three to five years of experience in the regulatory financial services industry with experience in the Surveillance space - trade surveillance, electronic communication surveillance, market abuse detection, etc. 
• Bachelor’s degree 
• 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 systems. 
• Proven leadership skills and the ability to quickly form meaningful working partnerships. 

Ideally, you’ll also have: 

• MBA  

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. Our Total Rewards package includes medical and dental coverage 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. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance. 

About ACA: 

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape. 

What we commit to: 

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.