Associate - Client Success

Position Title: Associate-Client Success

Reports to: Manager – Client Success

FLSA Status: Full-time, Salaried, Exempt

Location: Denver, CO or Indianapolis, IN. Hybrid, 3 days in-office. Work onsite Tuesdays, Wednesdays, and one additional flexible day each week.

Comp. Range: $57,500 to $85,000

About Archway Group

Archway Group is a leading wealth-tech platform serving family offices, investment advisors, and ultra-high-net-worth families. Our platform combines powerful software with managed services to help clients navigate the complexity of partnership accounting, investment reporting, bill pay, and operational workflows.

About the Role

The Client Success Associate serves as the first line of client communication and experience on a day-to-day basis. This role supports all internal and external SaaS clients as a subject matter expert (SME). An associate will solve reported issues, provide best practices, author documentation, conduct live trainings, and act as intermediary between our clients and the product and engineering teams.

This role is ideal for someone with elite problem-solving skills, robust communication skills, and a strong desire to work in both a team and individual setting.

What You’ll Do

• Serve as a primary point of contact for SaaS client support, empowerment, and engagement. Cultivate insight and understanding of the clients’ needs, to identify and communicate solutions, and deliver sustained customer satisfaction.
• Document client requests in the Archway Platform product support queue, and follow up to ensure requests are satisfied accurately and timely, and in alignment with best practices and team standards.
• Communicate with appropriate internal teams or client teams, and initiate clear and concise software development tickets, as necessary, to resolve and/or escalate open questions, production issues, or system support queries.
• Contribute to the documentation of processes and procedures and best practices relating to the Archway Platform, including maintenance of the existing body of knowledge in Zendesk, and creating/publishing new content on an ongoing basis, in alignment with the software release cycle.
• Contribute to software release notes for all go-forward major and minor software releases for the Archway Platform. Collaborate with internal and external stakeholders about current and forthcoming software features and functionality, serving as a subject matter expert and providing client-informed guidance.
• Share observations and recommendations about content to be included in User Conferences.

What We’re looking for

• Bachelor’s degree in general business, or related, field. For recent graduates, a minimum GPA of 3.0 on 4.0 scale.
• Advanced skills with Microsoft Office applications, and familiarity with accounting principles and finance terminology.
• Strong analytical and problem-solving skills, rigorous attention to detail, and concise written and verbal communication skills.
• Ability to work both under pressure, both collaboratively and independently, and to adapt to and prioritize changing projects, tasks and timelines.
• Academic major/specialization in accounting, finance, or technology major.
• 2+ years’ experience in the financial services industry, in a client-focused SaaS setting.
• Experience with customer service and the Zendesk application.
• Motivation to take ownership of a task and see it through from inception to completion.

Work Environment & Essential Functions

This position operates in a corporate office environment under a hybrid work policy. Employees work onsite Tuesdays, Wednesdays, and one additional flexible day each week, with the remaining two days available for remote work, subject to business needs and management approval. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this role.

• Prolonged periods of desk-based work
• Regular use of standard office technology (computer, phone, video conferencing)
• Ability to communicate clearly in person, by phone, and on video
• Occasionally lift and/or move up to 20 pounds
• Consistent adherence to the in-office schedule to support collaboration and operational effectiveness
• Remote work must meet Archway standards for productivity, availability, and data security
• Archway reserves the right to modify hybrid work arrangements based on business needs

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Archway Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and employment process. If you require an accommodation, please contact us we will work with you to meet your needs.