Client Service Training & Integration

Summary Of The Position

The Client Service Training and Integration Specialist is a member of the Client Service organization and plays a critical role in supporting Sequoia’s growth through mergers, acquisitions, and new hires. This role is responsible for training Client Service Associates (CSAs) joining Sequoia through M&A activity, newly hired CSAs, and providing ongoing or refresher training as needed. Training focuses on the successful adoption of Sequoia’s systems, workflows, service standards, and culture.

This position reports to the Onboarding & Client Service Lead and may be based anywhere within Sequoia’s footprint and supports teams across multiple offices and regions.

• Integration & Training Support
  • Develop Client Service teammate onboarding curriculum and measurable success timeline for organic growth hires and M&A teammates.
  • Participate in merger and integration calls early in the acquisition process to understand the incoming firm’s structure, systems, and culture.
  • Serve as a resource to newly acquired CSAs for approximately 6–9 months post-close.
  • Design and provide structured training for CSAs transitioning to Sequoia through M&A activity and new hires, with clearly defined onboarding expectations, milestones, and progress checkpoints.
  • Support training efforts for newly hired CSAs as needed, partnering with CSA Group Leads to reinforce core systems, workflows, and service expectations.
  • Deliver training sessions, both in person and virtually, to guide acquired CSAs through Sequoia’s tools, workflows, and best practices.
  • Work with CSA Group Leads to evaluate progress and reinforce standard processes and best practices during post-close integration periods by having continual touch points.
  • Partner with CSA Group Leads to identify training needs, gaps, and development opportunities.
• Content Development & Collaboration
  • Partner with the Learning and Development (L&D) team to develop and refine measurable training materials, ensuring they are relevant to each acquired firm’s starting point.
  • Collaborate with all departments to ensure training content is accurate and aligned with firm standards.
  • Support standardization of client service processes across acquired firms as integration progresses.
  • Gather feedback from M&A CSAs and leaders to continuously improve training content and delivery.
• Ongoing Support & Special Projects
  • Support firmwide CSA training initiatives as needed.
  • Participate in M&A‑related projects focused on training, integration readiness, and process improvement.
  • Assist with identifying trends or recurring challenges that may require additional training or documentation.

• Minimum 3–5 years of experience in client service or training within financial services.
• Strong working knowledge of Client Service Associate responsibilities and client servicing workflows.
• Demonstrated ability to facilitate group training in person and virtually.
• Experience leading 1:1 coaching or mentoring conversations.
• Ability to guide individuals through organizational change.
• Comfort addressing resistance and coaching CSAs through transition stages.
• Proven ability to learn new technologies, CRMs, and workflows quickly.
• Ability to build rapport quickly with CSAs and staff from diverse firm cultures.
• Skilled in navigating sensitive or high‑pressure conversations.
• Proactive in anticipating training needs, identifying gaps, and addressing issues before they escalated.
• A willingness to travel and spend time on‑site is also required.
• Ability to work a non‑traditional schedule depending on time zones and locations of acquisitions.

• Prior experience supporting mergers and acquisitions or firm integrations.
• Experience with Salesforce, Tamarac, Box, Quip, Schwab, or Fidelity.
• Previous involvement in an acquisition or integration, either as a CSA or part of an integration team.
• Experience creating training materials, job aids, or process documentation.
• Familiarity with change management concepts.

• Learning orientation
• Team‑oriented
• Excellent communicator and presenter
• Proficient with technology
• Adaptable
• Strong customer service skills
• Ability to work with different personalities
• Organized
• Enjoys solving problems