Client Success & Platform Manager - Contractor
The Client Success & Platform Manager is responsible for supporting a consistent, accurate, and seamless client experience across the firm’s client-facing technology ecosystem. This role serves as a central coordination point for client platform support, managing the intake of issues and changes including: capturing, tracking, prioritization and resolution of client-related platform (technology, content, navigation, settings, etc.) issues and requests across internal departments and specialists. Additionally, as requested by colleagues, this role will schedule and conduct individual client sessions to personalize initial platform log-in and navigation.
The newly created role supports platform configuration, user access administration, quality assurance, and ongoing alignment of client, account, and relationship information across integrated systems. In addition, this role will serve as a system administrator and subject matter expert for our client portal platform (Summitas). This role will be creating documentation and procedures affiliated with this platform and adjacent systems.
Job Summary:
Client Issue Management & Resolution Coordination
- Serve as the central point for capturing client issues, questions, and requests for client facing platform related issues. These may originate from colleagues or directly from clients.
- Establish and manage a structured process, inclusive of a ticketing system, for documenting, prioritizing, tracking, and coordinating resolution of issues that will work across Client Service, Trust, Investment, Legal, IT, and external platform providers.
- Develop system expertise in administration settings in various applications that integrate to deliver the full client platform experience while ensuring the highest attention to preserving confidentiality, and maintaining appropriate privacy and security safeguards. (this includes NetDocs, 3E, Total Wealth, Summitas, and Okta)
- Create documentation to define platform settings and related processes.
- Escalate issues and requests as needed to the appropriate internal teams, specialists, technology partners, or vendors.
- Monitor open items through completion to ensure accountability and timely resolution.
- Maintain visibility into issue trends and recurring challenges.
- Provide reporting and insights related to issues and questions encountered (i.e. themes, volume, frequency, resolution status, etc.) and recommend improvement opportunities.
- Lead regular cross- functional coordination meetings and communication to foster collaboration across teams and specialty areas.
Client Information, Platform Alignment & Quality Assurance
- Coordinate updates to client, account, and relationship information across integrated platforms.
- Support changes resulting from:
- New client onboarding
- Account changes
- Relationship updates
- Entity or ownership changes
- Client transitions
- Access and permission updates
- Ensure updates are internally approved, meet confidentiality standards, and are accurately reflected across the client portal, trust and investment platforms, document management systems, and related applications.
- Perform quality checks to validate information consistency across platforms.
- Validate platform updates, configuration changes, and enhancements before implementation of new versions and functionality.
- Maintain documentation of configuration processes and quality checks.
Position Requirements:
- Full time, 9 month engagement.
- 5–7 years of progressive experience in Client/Customer Success, Client Services, Account Management, or Client Operations.
- 2–3 years working with enterprise business applications or integrated technology platforms.
- Experience managing client onboarding, account maintenance, and ongoing client support in a professional services environment.
- Coordinating work across multiple business functions (IT, Finance, Service Delivery, Sales, Compliance, etc.).
- Experience using ticketing or case management systems to track and resolve client requests.
- Experience documenting business processes and developing standard operating procedures.
- Comfort managing multiple priorities in a fast-paced, client-facing environment.
Preferred Requirements:
- Experience within a professional services, consulting, accounting, legal, or financial services organization with regulatory and compliance requirements.
- Experience participating in technology implementations, system upgrades, or platform enhancements.
- Experience supporting CRM, ERP, or Professional Services Automation (PSA) platforms.
- Experience with data governance, quality assurance, or master data management.
- Experience creating reports and dashboards for operational performance.
- Experience enforcing privacy and security policies.
About Hemenway & Barnes LLP:
Hemenway & Barnes LLP is a law firm specializing in the preservation and management of the personal, business, family, and financial assets of its clients. As one of the oldest firms in New England, the people at Hemenway & Barnes have earned a long-held reputation as premier trustees, advisors and attorneys.
Hemenway & Barnes is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, sexual orientation, gender identity, age, veteran status, disability status, or any other applicable characteristics protected by law.
We encourage applications from a diverse pool of candidates and base employment decisions on business needs, job requirements, and individual qualifications.
We support an inclusive workplace and are committed to creating a welcoming environment for all employees.
To Apply:
If you possess the skills and credentials we are looking for, please submit your resume and cover letter, in strict confidence, for consideration to hr@hembar.com