Service Delivery Associate

• Customer Platform Success: Act as a contact for assigned clients and support customer platform success activities.

• Service Delivery: Respond to client inquiries, requests, and escalations with professionalism; coordinate with internal teams to resolve issues and remove obstacles; recognize service risks and client concerns, escalating appropriately to senior team members.

• Portfolio Support: Work with a team to support a high-volume, lower-complexity portfolio using standardized motions and playbooks, including but not limited to proactive outreach campaigns, health checks, adoption communications, and engagement programs.

• Client Adoption, Retention & Growth: Monitor client utilization, engagement, and activity trends to identify adoption challenges, retention risks, and growth opportunities; perform outreach based on predefined triggers and escalate insights to senior team members as appropriate.

• Campaign Execution: Support client lifecycle activities including onboarding, adoption campaigns, renewal preparation, training coordination, and client communications.

• Self-Service Enablement: Assist in managing client activities, promote available self-service resources, knowledge content, training materials, and product capabilities to help clients maximize value.

• Team Collaboration: Partner with peers and cross-functional stakeholders to ensure consistent client coverage and workload balancing.

• Operational Effectiveness: Follow defined processes, workflows, and client engagement standards to ensure consistent platform and service delivery execution.

• Data & CRM Hygiene: Maintain complete and accurate CRM records, client activities, engagement history, and health indicators to support effective portfolio management.

REQUIRED SKILLS AND COMPETENCIES

• Client-first mindset with strong relationship management skills.

• Ability to work collaboratively in a team environment while supporting shared portfolio and client service goals.

• Excellent written and verbal communication skills.

• Expertise in Word and Excel, or ability to advance to an expert level, and sufficient knowledge of the full Microsoft Office suite.

• Highly organized with strong attention to detail.

• Comfort using CRM platforms, business applications, and productivity tools.

• Ability to follow established playbooks and processes.

• Ability to support a large portfolio efficiently.

PREFERRED QUALIFICATIONS

• Bachelor's degree or equivalent professional experience.

• Experience in a fast-paced, structured team environment.

• Experience supporting portfolio-based client models or large books of business.

• Familiarity with SaaS, financial services, corporate governance, regulatory reporting, or professional services environments.

• Finance/accounting background is a plus.