Advisory Client Experience Lead

WHO WE ARE
Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and WeBull, and more than 20 million of our clients' customers.
Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. We are based in Dallas, TX and also have offices in Austin, New York, Chicago, Portland, and Belfast.
If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.
AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

ABOUT THIS ROLE
This is an incredible opportunity for someone who is passionate about developing training materials aimed at educating our customers to join Apex's leadership team as Advisory Client Experience Lead. you will work closely with our Apex advisory clients, the core Advisory team, onboarding team, technology organization, and business teams, and platform partners in tailoring educational materials to our advisory clients on how to best work with Apex. Apex employees stand at the leading edge of this disruption and are responsible for collaborating across teams to enhance the customer experience.
If your personality thrives off the energy of an enthusiastic collaborative team and you love to learn and problem solve, we want to hear from you.
We are looking for someone who:

• Is experienced and inspirational - You have extensive experience bringing service solutions to advisory firms
• Has conviction and ideas around how training and education can lead to a best in class experience for advisory clients.
• Is passionate - You have a genuine passion for technology. You love using technology differently to maximize opportunity and impact for customers
• You are driven to continuously improve - whether that's decreasing system down time or making an innovative change to "how it's always been done" resulting in a more efficient way of supporting the customer. You challenge yourself by setting goals and exceeding them.
• Is collaborative - You are excited to work with fellow Apexers and big thinkers. You know how to collaborate not only within your team directly, but also across the organization and with vendors.
• Wants to make an impact - You are looking to do amazing work. You are excited about bringing a new offering to market!

Responsibilities and what you will do all day:

• Generate a plan to develop external training and educational materials for Apex Advisory Clients as well as internal apex associates on the products that Apex offers.
• Liaison with key third party partners within the advisory technology ecosystem on creating shared training and internal procedural documents to support successful client relationships
• Collaborate with various departments at Apex to develop trainings on how to best utilize the services Apex makes available. Identify best practices for working with Apex
• Lead a strategic initiative to educate the Apex organization on key advisory client personas and the needs and preferences of these personas. Collaborate across cross functional business lines including operations, service, compliance, finance, technology, revenue operations and onboarding to ensure processes and procedures have been established and refine to support each persona
• Create materials to ensure the Apex service team is up to speed on platform partnerships and on the digital tools advisors can use to self-service in real time as opposed to taking the time to call into Apex.

Requirements:

• 10+ years of experience working in a training or instructional design role
• Strong proven demonstrated success developing training and educational materials for advisory clients
• Strong analytical and communication skills
• Deep knowledge of RIA landscape, custodial technology, and advisory and custodial operations workflows
• Demonstrated success working cross functionally within an organization
• Position requires 25%+ time for travel (We are a distributed company)

#customer service #mid-senior #full-time #LI-MJ1
OUR REWARDS
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.
AFS is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, natural or protective hairstyle, genetics, disability, age, or any other basis forbidden under federal, state, or local law.