Client Success Coach

eMoney Advisor; Philadelphia (Philadelphia County); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Retirement contributions

Paid time off

Parental leave

Job summary

eMoney Advisor seeks a Client Success Coach to enhance user product knowledge and drive adoption of the eMoney platform. The role focuses on adult learning strategies and consultative onboarding to ensure advisors can integrate the platform into their workflows.

You will deliver tailored coaching, monitor progress, and re-engage users to maximize utilization while collaborating with leadership to resolve usability and technical issues.

Qualifications

• Bachelor’s degree in Computer Science, Education, Information Technology, or equivalent work experience.
• 2+ years of experience in software training or software consultancy in the FinTech industry with a focus on adult learning principles.
• Working knowledge in learning management systems and e-learning tools.
• Working knowledge of financial advisory services preferred.
• Working knowledge of financial terms and concepts.

Responsibilities

• Deliver consultative onboarding coaching to guide users through a customized onboarding program.
• Execute onboarding program, monitor progress and advisor satisfaction, adjust topics as needed.
• Maintain knowledge of key features of new clients on the platform.
• Encourage users to complete coaching to support business growth.
• Re-engage users to increase system usage and adoption.
• Communicate with users to keep them on track and develop product knowledge.
• Participate in engagement initiatives to improve retention through adoption.
• Identify usability or technical issues and communicate to leadership.
• Onboard large enterprise firms as needed.
• Assist with maintaining department documentation.
• Other duties as assigned.

Skills

Self-motivated

Strong communication

Adult learning principles

Verbal & written communication

Teamwork and collaboration

Analytical problem solving

Ability to multi-task

Interpersonal skills

Detail-oriented

adaptability

Education

Bachelor’s degree in CS/Education/IT (or equivalent)

Tools

Salesforce

Microsoft Office

Job description

The Client Success Coach is responsible for enhancing user product knowledge and increasing adoption of the eMoney platform. The Client Success Coach is passionate about adult learning and is comfortable and confident using a wide array of strategies, tools, and delivery modalities to achieve learning goals. The learning experience provided supports both new and tenured users.
The Client Success Coach develops and executes scalable learning initiatives by providing a consultative onboarding approach to ensure advisors receive training to effectively implement the eMoney platform into their current workflow.
This position requires an understanding of the eMoney platform with exceptional communication and organizational skills.

Job Responsibilities

• A subject matter expert in the eMoney platform who delivers consultative coaching to guide users through a customized onboarding program
• Execute agreed-upon onboarding program, monitor progress and advisor satisfaction throughout and adjust the coaching topics as needed for the planning platform
• Maintain knowledge of key features of new clients launched on the eMoney platform
• Proactively encourage users to complete their coaching program to support their business growth
• Proactively reach out to users to re-engage them in the learning program, aiming to increase their system usage
• Actively communicate with users, ensuring they stay on track with the current learning program and further develop their product knowledge through additional programs
• Participate in targeted engagement initiatives with the goal of improving retention through increased product adoption
• Proactively identify and communicate with leadership on usability, procedural, and/or technical issues that impact the efficiency of the Coaching team
• Participate in necessary onboarding program for large, enterprise firms
• Assist with maintaining department documentation as needed
• Other duties as assigned

Requirements

• Bachelor’s degree in Computer Science, Education, Information Technology, or equivalent work experience
• 2+ years of experience in software training or software consultancy in the FinTech Industry with a focus on adult learning principles
• Working knowledge in learning management systems and e-learning tools
• Working knowledge of financial advisory services preferred
• Working knowledge of financial terms and concepts
• 0-5% travel

Skills

• Highly motivated, self-starter that can work proactively with minimal supervision
• Working knowledge of financial advisory services
• Strong verbal and written communication skills and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
• Ability to speak clearly, concisely, and effectively; as well as listen and understand information and ideas as presented verbally
• Ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence
• Self-motivated, decisive, with the ability to adapt to change and competing demands
• Creative approach to delivering coaching solutions
• Detail oriented, strong attention to detail, highly organized, ability to multi-task in a fast-paced environment
• Ability to respond quickly to changing needs and adapt as necessary to meet new challenges
• Strong ability to interact with all levels of the organization (technical, non-technical, team members, management)
• Strong competence surrounding the financial instruments, planning techniques, and the financial industry as a whole
• Strong ability to comprehend and communicate technical, industry, and product-specific concepts
• Maintains command of new enhancements to the system and key features of new partners launched on the eMoney platform
• Proficient with Microsoft Office applications including PowerPoint, Excel, and Word
• Proficient with Salesforce

The salary range for this position is $65,000 - $85,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.

At eMoney, we're powering what's possible in financial planning. Our mission is to help people talk about money and make more informed financial decisions. Through our comprehensive financial planning solutions, we help advisors bring clarity to complex decisions and deliver more personalized guidance.

Today, eMoney supports more than 138,000 financial professionals who guide the financial lives of over 7 million end clients. That reach gives every member of our team the opportunity to contribute to work that makes a meaningful, lasting impact.

We're equally committed to powering what's possible for our people. We foster an inclusive, people-first culture where diverse perspectives are valued, innovation is encouraged, and employees are supported in doing their best work. eMoney is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

U.S. Equal Employment Opportunity Information (Completion is Voluntary)

Individuals seeking employment at eMoney Advisor, LLC are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity record keeping, reporting, and other legal requirements.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.