CLIENT SERVICE PROGRAM ASSOCIATE
Department: Client Success
Working in Client Success
The Client Success team is a core group within Drawbridge. As an agile team, Client Success works to provide best in class consulting, service and support to our clients. As a member of Client Service, you will be responsible for development, oversight, and timely delivery of products subscribed to by our Clients. You will work to gain an understanding of the Drawbridge business process, as well as engagement deliverables and services. In this highly team collaborative role, you will gain valuable hands-on experience, working with many of the world’s most successful asset management firms and their third-party providers.
This role will report to a Client Service Manager. This role is intended to provide the necessary building blocks and understanding of Drawbridge systems and processes to prepare for potential advancement and additional responsibilities.
Our Values

• Innovation: As the market leader, Drawbridge draws on its in-depth, collective expertise in its constant effort to innovate both our platform and our approach to service
• Integrity: Our clients and partners lean on us because they know we are trustworthy and honor what we say
• Collaboration: We are here to win, and we only win when we work together across team
• Diversity: We are inclusive. We honor, respect, and appreciate each other’s differences and perspectives

In this role you will:

• Be the primary point of contact for Drawbridge clients
• Execute on success plans
• Deliver all products defined by scope of work within the contractual parameters
• Introduce new platform products to clients with clients on new platform products
• Manage post deliverable CSAT
• Review and present CRAs, VRAs and Policies
• Participate and/or lead live trainings and table-top events as needed
• Collaborate with Program Advisors, partner with Account Managers and other internal stakeholders to ensure positive client health
• Oversee and maintain deliverable lifecycle across multiple Client relationships
• Carry out information gathering and report generation for Risk Assessments, Policy Development, Training and Phishing, and other Drawbridge products
• Assist Clients with technical information and general assistance with deliverables
• Maintain positive Client relationships and high level of Client satisfaction
• Act as an escalation point for service-related, Client support requests
• Direct and escalate Client concerns or non-service related requests in a timely manner to the appropriate individual(s)

You Have

• Bachelor’s Degree, preferably in General Business, Finance, or Accounting
• 2-5 Years of Experience, preferably in a customer facing and/or support role
• Familiarity with Microsoft Office products (Outlook, Word, Excel, PowerPoint)
• Experience with CRM software, including Salesforce Service Cloud
• Experience with Ticketing and Tracking Systems (e.g., Jira, ConnectWise)
• Solid team spirit, balanced by a healthy sense of autonomy and intuitiveness
• Excellent written and verbal communication skills
• Exceptional time management skills and attention to detail

Nice if you have

• Knowledge of hedge fund, private equity, or venture capital operations/compliance

Base Salary Range

• $60,000-$75,000

We Offer

• Competitive compensation package
• Employer Retirement/401(k) plan with company contribution
• Medical, Dental, Vision Coverage, Disability, and Life Insurance
• Health Savings Account (HSA) or Flexible Spending Account (FSA)
• Generous Paid Time Off Policy
• Healthy Work/Life Balance
• Phone Reimbursement Perk
• Exclusive Employee Discounts & Perks offered through ADP and insurance

About DrawbridgeDrawbridge is an award winning, premier provider of cybersecurity software and advisory solutions to the asset management industry. Its proprietary platform helps firms exceed and manage their governance, risk, and compliance (GRC) requirements while combatting sophisticated cyber threats and third-party risks. Drawbridge’s platform connects business, compliance, and IT to empower firms to centralize and manage their most robust security programs, improve their risk profile, and raise institutional capital. With a tested team focused on delivering value to 900 clients, Drawbridge offers unmatched customer service and flexibility to help businesses proactively manage vulnerabilities, plan for growth, and reduce complexity. At Drawbridge, we are committed to attracting and retaining the best individuals who enjoy working in a dynamic environment
Our Hiring Process
We want to hire the most qualified individuals. We’ve designed a multi-step selection process that may include interviews and assessments. We render decisions quickly and we’re eager to get to know you.
Affirmative Action and Equal Opportunity Employer
Drawbridge Partners, LLC is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, non-disqualifying physical or mental disability, protected veteran status, or any other legally protected characteristic, in accordance with applicable law. All employment is decided on the basis of qualifications, merit, and business needs.
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