What are the responsibilities and job description for the Client Operations Manager position at Franklin Fitch?
Client Success & Platform Manager
Contract
Boston Law Firm
A well established law firm on the East Coast, known for its work in trust and wealth management, is looking for a Client Success & Platform Manager to join on a contract basis.
This one's a bit different. You won't be writing code or fixing servers, you'll be the person who makes sure the client experience actually holds together across a handful of connected platforms, think client portal, document management, and account systems.
What you'll be doing:
- Owning client platform issues and requests from start to finish, whether that's a new client onboarding, an account update, or an access change
- Building out a proper process for tracking and resolving these requests
- Working closely with IT, Legal, Trust, and Client Service teams to get things fixed
- Keeping client data accurate and consistent across every system it lives in
- Becoming the in-house expert on their client portal platform, including admin, configuration, and documentation
The tech you'll be working with:
NetDocuments, Elite 3E, Summitas, Okta, and a wealth management platform. You don't need to be an expert in all of these on day one, but experience with document management, practice management, or CRM/portal platforms in a similar environment will go a long way.
This is a great fit if you've spent years in client success, client ops, or account management, ideally somewhere with real compliance and confidentiality requirements, and you like the idea of owning a process end to end rather than just being a cog in it.
What you'll bring:
Client success, client operations, account management, ticketing and case management systems, business process documentation, data governance, quality assurance, CRM or PSA platform experience, professional services background, cross-functional coordination