Sr. Customer Success Specialist

The Sr. Customer Success Specialist works directly with ACA’s software clients to ensure they are getting the most out of our software products.

Your Key Responsibilities

• Resolve customer service issues by answering questions or referring clients to appropriate technical support resources
• Update Customer Success development team on client technical problems or issues
• Provide client feedback to the customer experience team for product improvement
• Proactively contact clients to ensure software is used to its full potential
• Perform ad-hoc work/special projects as necessary to support ACA on various client and internal initiatives

Skills and attributes for success

• Bachelor’s Degree required with a major or concentration in business, accounting or finance preferred.
• Five (5) years plus of experience in a corporate environment, financial services industry, or compliance a plus
• Experience with Zendesk software a plus
• Three to five years of experience in the regulatory financial services industry with experience in the Surveillance space - trade surveillance, market abuse detection, etc.

To qualify for this role you must have

• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to work well in a fast-paced, small-team environment
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Proficient with Microsoft Office applications, Adobe Acrobat, and the Internet

What working at ACA offers

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognised for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension 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.

Why join our team?

We are the leading governance, risk, and compliance (GRC) advisor in financial services. When you join ACA, you will become part of a team whose unique combination of talent includes the industry’s largest team of former regulators, compliance professionals, legal professionals, and GIPS standards verifiers in the industry, along with practitioners in cybersecurity, ESG, and regulatory technology. Our team enjoys an entrepreneurial work environment by offering innovative and tailored solutions for our clients. We encourage creative thinking and making the most of your experience at ACA by offering multiple career paths. We foster a culture of growth by focusing on continuous learning through inquiry and curiosity, and transparency. If you’re ready to be part of an award-winning, global team of thoughtful, talented, and committed professionals, you’ve come to the right place.

More about ACA

ACA was founded in 2002 by four former SEC regulators and one former state regulator. The founders saw a need for investment advisers to receive expert guidance on existing and new regulations. Over the years, ACA has grown both organically and by acquisition to expand our GRC business and technology solutions. Our services now include GIPS standards verification, cybersecurity and technology risk, regulatory technology, ESG advisory, AML and financial crimes, financial and regulatory reporting, and Mirabella for establishing EU operations.

What we commit to

ACA is an equal opportunity employer that values diversity. We conduct our business without regard to actual or perceived age, race, colour, religion, disability, caregiver, marital or partnership status, pregnancy (including childbirth, breastfeeding, or related medical conditions), ancestry, national origin and citizenship, sex, gender identity and expression, sexual orientation, sexual and reproductive health decisions, military or veteran status, creed, genetic predisposition, carrier status or any other category protected by federal, state and local law. ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment. Here at ACA, we have created a variety of programs to promote ACA’s culture of inclusivity and work hard to ensure that all our employees have an equal opportunity to contribute to ACA and feel that ACA is exactly where they belong.