Advisor Service Associate (Customer Success)

Why Great Gray Group & RPAG?RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry's leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.The RoleGreat Gray is looking to add an Advisor Service Associate on our Customer Support team. This is a customer-facing role responsible for providing a best-in-class service experience for our retirement plan advisor clients. Strong communication skills are a must, as the role includes building and maintaining working relationships with team members, vendors and other departments throughout the organization.LocationThis position will work from our Las Vegas, NV office. Great Gray Group currently supports a hybrid work model with 4 days onsite, and 1 day remote.Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.ResponsibilitiesField and respond to inbound phone calls and email correspondence regarding our proprietary Advisor Web PortalEffectively and succinctly engage with clients (financial advisors) to communicate the features and value-add functionality included in the Advisor PortalIdentify and troubleshoot platform issues reported by clients, develop workarounds to minimize service disruption, and escape technical bugs or system deficiencies to the appropriate internal teamsWrite clear, detailed requests that document technical issues and enhancement needs, providing the information required for development teams to resolve issues or build new features.Manage and maintain cases within Salesforce, ensuring client interactions, reported issues, and resolutions are accurately documented and tracked through to completionConduct demonstrations and training on new technology features and technology capabilities, both virtually and in-personAbility to attend/travel to company events to interact with clients, conduct demos, and assist with event logistics/preparations (minimal travel is expected – approximately 1-2 weeks per year)Complete other related duties as assignedQualifications & ExperienceBachelor's degree and 1-3 years of relevant work experience in the financial services or retirement/investment planning industry.Proficient use of applicable technology including our client web portal.High level of accuracy in typing and data entry.Strong customer service orientation and ability to build relationships and trust with internal and external clients and other key stakeholders.Excellent written and verbal communication skills with the ability to effectively engage clients, senior management, team members, and vendors.Ability to manage multiple projects and deliverables simultaneously.Excellent organizational skills and attention to detail – timely and accurate follow-up is key!Collaborative team player with a positive attitude and a commitment to contributing to a supportive work environment.Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.Comfortable navigating ambiguity.Entrepreneurial mindset to bring best practice ideas to the team.Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Driven, Collaboration.BenefitsBe an integral part of a high-growth organization!Competitive compensation packageGroup medical, dental and vision insuranceEmployer-paid life and disability insuranceAnnual well-being stipendEligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirementCompany BackgroundGreat Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts ("CITs"), with over $315 billion in CIT assets under management, across more than 940 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.Madison Dearborn Partners ("MDP") purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.Investor BackgroundMDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.Equal Employment Opportunity PolicyGreat Gray, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.Accommodation StatementGreat Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: TalentAcquisition@GreatGray.comJ-18808-Ljbffr