Customer Experience
RightCapital is an innovative financial tech startup providing a cutting edge holistic financial planning software. We were recently voted by The Daily Finance as one of Connecticut's Best Fintech companies! We started as a group of entrepreneurs working from a garage in Connecticut to now having the 3rd largest financial planning technology company in the US. We have seen tremendous growth within this space, and have our eyes squarely set on growing this company to the best it can be as we help Financial Advisors add value to their clients!
RightCapital is seeking a dynamic leader to manage our client onboarding and retention efforts. We are looking for a key individual with proven management experience who enjoys collaborating with and educating others. As the leader of the Onboarding Team, you will play an active role in ensuring we continue to provide a customized learning experience for new subscribers. Success is measured by monitoring and reporting on various customer activity KPIs as well as driving efficiencies with overall retention efforts.
Be a part of a company where your opinion matters, and you can help achieve our goals. Join RightCapital today!
Manage the Onboarding Team by coaching, mentoring and motivating employees to meet their monthly metrics
Host Team meetings, 1x1s and brainstorm sessions with direct reports
Review Salesforce, Metabase and other data to calculate monthly bonus payouts
Continuously evolve Onboarding call scripts and processes to ensure customer retention
Collaborate with the Technology Team to enhance the CS system/workflows in Customer.Io and Salesforce
Monitor, update and maintain the Team’s Salesforce Dashboard as well as OneDrive and Metabase reports
Review customer satisfaction surveys daily. Follow-up with the customer as needed
Stay up to date with product enhancements to educate clients and direct reports
Gather Advisor feedback to share with the Product Team for future enhancements
Calculate client retention each month, utilizing Stripe, Salesforce and Metabase data
Manage cancellation requests triaged from Sales/Billing/Support
Host or delegate retention calls, as needed
Review refund and escalated cancellation cases in Salesforce
Analyze and summarize cancellation and refund trends monthly to identify areas of improvement
Consistent review of existing client organizations to ensure they are compliant with our Terms of Services
3+ years of customer facing experience
Financial services experience preferred
Excellent leadership skills with proven ability to motivate others and drive change
Excellent verbal and written communication skills
Motivated self-starter
Strong organization skills, time management skills and attention to detail with the ability to multi-task in a fast-paced environment
Salesforce, Metabase & Customer.IO experience preferred but not necessary
Exciting, welcoming, and challenging work environment
Multiple career path options
Eligible for an annual bonus
Group medical health insurance – multiple options with generous subsidies
Vision and Dental group insurance
401(k) Plan with 100% employer match up to 3%, then 50% employer match from 3-5%
$1,200 annual wellness fund that allows employees to improve all aspects of their wellbeing
Free onsite gym membership
Free weekly team breakfast and lunch
Flexible vacation (no limit)
Fun and social outings, including happy hours and team building events
Casual dress code
Pet friendly office