Remote Client Success Associate - Financial Services

Donnelley Financial, LLC; Rockville (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Donnelley Financial Solutions in Rockville, MD, is seeking an AD Service Delivery Associate to provide services and support to a portfolio of accounts. You will act as the primary contact for assigned clients, delivering a positive experience through proactive communication, issue resolution, and services support within a high-volume environment.

You will collaborate with crossfunctional teams to drive client adoption, retention and growth, execute onboarding and renewal activities, promote

Qualifications

• Bachelor's degree or equivalent professional experience.
• Excellent written and verbal communication skills.
• Ability to manage a high-volume client portfolio using playbooks and processes.
• Familiarity with SaaS, financial services, or professional services environments is a plus.

Responsibilities

• Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities.
• Service Delivery: Respond to client inquiries, requests, and escalations with professionalism; coordinate with internal teams to resolve issues and remove obstacles.
• Portfolio Support: Work with a team to support a high-volume, lower-complexity portfolio using standardized motions and playbooks, including proactive outreach campaigns, health checks, and engagement programs.
• Client Adoption, Retention & Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities.
• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications.
• Self-Service Enablement: Promote self-service resources, knowledge content, training materials, and product capabilities.
• Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage.
• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards.
• Data & CRM Hygiene: Maintain complete and accurate CRM records and health indicators.

Skills

Client-first mindset

Relationship management

Written and verbal communication

Excel

Office suite

CRM platforms

Team collaboration

Attention to detail

Process adherence

Education

Bachelor's degree or equivalent professional experience

Tools

Salesforce CRM

Microsoft Excel

SharePoint

Job description

Donnelley Financial Solutions in Rockville, MD, is seeking an AD Service Delivery Associate to provide services and support to a portfolio of accounts. You will act as the primary contact for assigned clients, delivering a positive experience through proactive communication, issue resolution, and services support within a high-volume environment.

You will collaborate with crossfunctional teams to drive client adoption, retention and growth, execute onboarding and renewal activities, promote