Client Success Advocate

Advocate I

As an Advocate I, you will be responsible for maintaining high standards of customer service to assigned clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms. The primary objective of this job is to facilitate the advisor moving from a customer to a promoter of Orion's technology and service. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

In this role, you'll get to:

• Respond to all client questions and issues received by phone, email, chat or letter in a complete and quick manner and act as single point of contact for assigned clients
• Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution
• Maintain, update and execute "Client Reference Guides" to ensure each client's needs are met. In addition, regularly confirm the reference guide is meeting client expectations directly with operational contacts
• Train advisors, as needed, on available Orion system technology capabilities
• Counsel advisors regarding best practices, policies and procedures, as well as provide advice on how to handle situations encountered or requests
• Act as a technology consultant to ensure advisor is fully utilizing Orion technology to support their business requirements
• Ensure advisor is trained and made aware of new technology requirements, including reviewing each technology release in depth with the advisor
• Plan, coordinate, and lead home office visits of assigned clients
• Support advisor by training on best practices for maintaining and executing quarter-end processes
• Support the execution of customized business processes for the advisor
• Work with product managers and developers to complete functional specs for projects and submit those projects for development
• Keep advisor informed throughout the development process
• Test and verify technology works properly and then verify and certify it works to the client's expectations
• Act as project manager on non-technical projects. Work with SME & Analyst teams to support multi-team projects keeping the advisor informed throughout the process

We're looking for talent who:

• Has a minimum of a high school diploma
• Possess an associate's or bachelor's degree in business administration or related field
• Has a minimum of 2 years of experience working with Orion technology
• Obtain Orion Industry Certification
• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Salary Range: $49,034.00 - $66,688.00

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.