Customer Experience Consultant, Back Office

As a Customer Experience Consultant at Ridgeline, you will engage with customer leaders to design strategic workflows across the investment management lifecycle. Your role involves configuring and testing Ridgeline’s software, managing data migration, and collaborating with technical teams to enable seamless customer integrations. You’ll also be instrumental in providing insights and solutions tailored to client objectives.

To be considered for the Customer Experience Consultant role at Ridgeline, candidates should possess a Bachelor’s degree in a relevant field such as Business, Accounting, Finance, or IT. Additionally, a minimum of 4 years of experience implementing investment management software in a customer-facing role is essential. Candidates with a Chartered Financial Analyst designation or experience with Agile methodologies will be preferred.

Ridgeline emphasizes a culture of mentorship and continuous learning for Customer Experience Consultants. We encourage professional development through various training programs and offer opportunities to engage in projects that enhance your skills. Additionally, our commitment to creating scalable tools aids in your ability to excel in your role.

In your role at Ridgeline, you will utilize an array of tools, including Google Apps and MS Excel for data management, as well as collaboration platforms like Slack and project management tools such as JIRA and Confluence. Familiarity with AWS, APIs, and serverless technologies is also beneficial but not mandatory.

Ridgeline prides itself on fostering an innovative and supportive culture. As a Customer Experience Consultant, you will thrive in a collaborative environment that prioritizes creativity, empowerment, and transparency. Our team values the contributions of every individual, ensuring that everyone has a voice in shaping our future.

When answering this question, focus on specific software you’ve implemented or managed in previous roles. Highlight your hands-on experience with portfolio accounting, reconciliation processes, and any customization projects that demonstrate your expertise in aligning software with client needs.

Discuss your strategies for engaging with customers, such as asking probing questions, conducting stakeholder interviews, or analyzing existing workflows. Be sure to illustrate how you translate their needs into actionable implementation plans and ensure alignment with Ridgeline's capabilities.

Highlight your organizational skills and project management methodologies. You may mention the use of tools like JIRA for tracking progress, the importance of milestone check-ins, and how you communicate with teams and clients to maintain transparency and accountability throughout the project.

Provide a specific scenario where you encountered a disagreement and describe how you approached it. Emphasize the steps you took to listen, address their concerns, and provide a satisfactory resolution, showcasing your interpersonal skills and commitment to customer satisfaction.

Mention your habit of reading industry publications, attending relevant webinars, and networking within the investment community. This reflects your commitment to continuous learning and your proactive approach to applying new knowledge in your role at Ridgeline.

Be prepared to discuss a specific project, detailing your role, the challenges you faced, and the results achieved. Use metrics where possible, such as client satisfaction scores or efficiency improvements, to underscore the success of the implementation.

Express your enthusiasm for leveraging AI tools to enhance customer experience. Discuss any experiences you have using AI for data analysis or streamlining workflows, and how you envision these tools fitting into restructuring back-office operations at Ridgeline.

Detail your approach to training, including creating training materials tailored to client needs, conducting interactive sessions, and providing follow-up support. Highlight the importance of ensuring clients feel empowered and comfortable with the software post-implementation.

Discuss specific features or benefits of Ridgeline's platform, such as its user-friendly interface, comprehensive support, or how it meets unique industry needs. Tailor your answer by showing how these distinctions would bring added value to clients.

Share your passion for problem-solving and helping clients achieve their goals. Mention how contributing to clients' success and seeing the positive results of your efforts keeps you driven and engaged in your work as a Customer Experience Consultant.