Sr. Customer Success Specialist, Surveillance

The Opportunity

ACA is currently looking for a Senior Customer Success Specialist who will provide senior level expertise and team leadership while working with ACA Compliance Alpha clients to ensure the highest level of satisfaction. Our clients include large institutional investors such as investment advisors, asset managers, private equity, and other financial institutions. The Customer Success team is highly focused on understanding the needs and evolving priorities of our clients and on providing financial market surveillance subject matter expertise that leverages the capabilities of the Compliance Alpha platform.

• Office Locations: NYC (Near Grand Central Station), Pittsburgh, Chattanooga, Medford, OR, Portland, Maine, Boston, Chicago
• Must be able to be onsite 2 days/week (Hybrid) in one of these offices

• Develop a deep working relationship with key client contacts and technology project teams. Be able to convey client requirements to ACA’s Professional Services, Product Management, and Development teams.
• Problem solve and provide best practice framework on regulatory compliance/surveillance client needs.
• Provide support for key client projects that relate to the use of Compliance Alpha.
• Become a trusted advisor to key client administrators and power users of Compliance Alpha.
• Understand the business needs, client internal processes, product interests, and Compliance Alpha capabilities to ensure clients are getting the most value from the platform.
• Analyze client issues and develop approaches to remediate them. Act as the main Reg Tech POC/Escalation point for the client throughout their lifecycle.
• Actively manage client communications to include new product releases, feature/functionality updates, release notes, and other adoption campaigns sent by Customer Success.

• Three to five years of experience in the regulatory financial services industry with experience in the Surveillance space - trade surveillance, electronic communication surveillance, market abuse detection, etc.
• Bachelor’s degree
• Excellent organizational and communication (written and presentation) skills.
• Enjoys a fast-paced, high-intensity environment; able to manage multiple priorities.
• Strategic thinker with the aptitude for translating analysis and new ideas into actionable deliverables.
• Strong computer skills and an aptitude for learning new systems.
• Proven leadership skills and the ability to quickly form meaningful working partnerships.