Technical Customer Success

THE OPPORTUNITYYou’ve spent years in fintech or financial services helping clients get real value out of complex platforms — not just onboarding them, but staying in it with them. You know how to translate a client’s frustration into a workflow fix, and you know when to push back with a better idea. You’re patient with people who aren’t as tech-fluent as you are, and you hold yourself to a higher standard than your ticket queue.At RFG Advisory — a fast-growing RIA platform for independent financial advisors — you’ll own a book of advisor practices end-to-end. You’ll configure tools, solve problems, uncover growth blockers, and serve as the most trusted resource your advisors have. This is a client success role with the depth of a solutions consultant and the relationships of a strategic partner.Location: This role can be in our Birmingham office or remote.If in Birmingham, AL, our office works a hybrid schedule (3 days in-office, 2 remote). If remote, occasional travel to Birmingham will be required including onboarding. Travel is required, potentially 2-7 days per month, based on business needs. What You’ll Actually DoOwn Advisor RelationshipsServe as the primary point of contact for a portfolio of financial advisorsBuild trust with clients who vary widely in technical comfortGuide advisors through onboarding, adoption, and ongoing optimizationDrive Technology Adoption (Not Just Usage)Help advisors integrate tools like Salesforce, financial planning, and reporting into their daily workflowsIdentify where adoption is breaking down—and fix the root cause (not just the symptom)Coach clients through change with patience and clarityBe the Translator Between Tech and PeopleTurn complex platform capabilities into simple, actionable stepsSpot opportunities where better use of technology can unlock growth or efficiencyMeet clients where they are—then move them forwardInfluence the Product & ExperienceSurface patterns, friction points, and opportunities from client interactionsPartner with internal teams to improve systems, workflows, and user experienceAct as the voice of the advisor inside the organizationwhat Success Looks LikeYou don’t measure yourself by calls made or tickets closed. You measure yourself by what changed for the advisor — adoption rates, resolved bottlenecks, practices that are genuinely more efficient six months in. You come to every engagement with a point of view on where that practice is headed, and you hold yourself to it over time.CompanyRFG Advisory is a platform for growth-minded Independent Advisors who want to scale without compromise. We're building the RIA of the Future-powered by innovation, collaboration, and execution.We take care of each other first. We show up with servant hearts and growth mindsets. We lead boldly, iterate to excellence, and commit to getting 1% better every day.If you're energized by precision, structure, and being the person who makes it all happen-we'd love to meet you.www.RFGadvisory.com/awardsRequirementsBachelor’s degree in a technical, business, or related field (or equivalent hands-on experience) 3+ years in a client-facing technical role: solutions consulting, systems support, implementation, or similar; experience owning a book of clients or accounts preferred Demonstrated ability to learn, configure, and troubleshoot cloud-based software platforms: you don’t just use tools, you understand how they work Hands-on experience with a CRM platform (Zoho, Salesforce, or similar): including record management, workflow configuration, and data hygiene; comfort with help desk tools is a plusExperience in financial services, wealth management, or working directly with financial advisors is preferredFamiliarity with financial planning tools (RightCapital, eMoney, Income Lab, Orion, etc.) is a bonus AI & Automation CapabilityLeverages AI and automation tools (e.g., ChatGPT, Copilot, Claude) to improve productivity, quality, analysis, and communication.Actively identifies opportunities to streamline workflows, reduce manual effort, and enhance client and business outcomes.Core CompetenciesGenuinely curious and empathetic: you ask better questions than most, and advisors trust you quickly because they can tell you actually care about their outcomes Highly disciplined about follow-through and documentation: you close the loop and record what happened Comfortable operating without a complete playbook: you figure things out, document what you learn, and make the next person’s job easier Strong analytical and communication skills: you can translate a complex technical issue into plain language for an advisor and translate an advisor’s frustration into a clear internal ticket Thinks in outcomes, not just activity. You don’t measure success by how many calls you made or tickets you closed. You measure it by what changed for the advisor. You come to every engagement with a point of view on where that practice is headed and what it needs next, and you hold yourself accountable to that over time, not just in the moment. Learning Agility & Innovation MindsetCurious, adaptable, and growth‑minded, with a demonstrated ability to learn new technologies quickly, experiment thoughtfully, and integrate emerging tools into day‑to‑day work.Benefits And CompensationCompetitive salary + bonus poolGenerous PTO, holidays, and a Charitable Service DayHealth, dental, vision insurance + RFG Advisory stipendFlexible Spending Account (Health and Dependent Care) + HSA for applicable coverageLifestyle Spending Account401(k) with Safe Harbor contributionPaid parental leave, short- and long-term disability, life insuranceSurface Pro + home office setupPet InsuranceContinuing education and professional development supportTons of fun RFG Advisory swag!