Sr. Customer Success Specialist, Surveillance

The Opportunity: 

ACA is currently looking for a Senior Customer Success Specialist  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.   

• Office Locations: NYC (Near Grand Central Station), Pittsburgh, Chattanooga, Medford, OR, Portland, Maine, Boston, Chicago
• Must be able to be onsite 2 days/week (Hybrid) in one of these offices

 
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.