Enterprise Customer Success Analyst (Contract) REMOTE

• Build trusted relationships with enterprise program administrators and key stakeholders, developing a strong understanding of their business goals, program structure, and platform needs.
• Lead purposeful client meetings and program reviews with clear agendas, relevant insights, actionable recommendations, and documented follow-through.
• Translate usage metrics, performance reporting, and client feedback into practical strategies that improve adoption, engagement, and program outcomes.
• Plan and coordinate service delivery aligned with client priorities, program standards, and operational commitments.
• Partner with Sales and internal teams to demonstrate the value of our platforms and support services and identify opportunities to expand client value.

• Serve as a central point of contact for client inquiries, service incidents, and technical escalations, coordinating the right resources and maintaining clear communication through resolution.
• Manage inquiries through Salesforce case management, keeping records accurate, updates timely, and next steps clear.
• Investigate issues methodically by gathering evidence, reviewing configurations and workflows, testing scenarios, and reproducing reported behavior.
• Distinguish product defects from configuration issues, expected functionality, and training needs to guide the appropriate response.
• Create actionable Jira tickets with reproduction steps, expected and actual results, supporting evidence, and business impact.
• Partner with Support, Product, and Engineering to progress issues, communicate status, and confirm resolutions with clients.
• Identify recurring issues and introduce proactive support, education, and process improvements to reduce disruption, client downtime, and avoidable support effort.

• Deliver engaging live training for home-office administrators and end users, tailoring content to their responsibilities, experience, and goals.
• Explain platform functionality and website, email, and social media marketing concepts in clear, practical terms.
• Connect features to real-world use cases through demonstrations, targeted coaching, and follow-up resources.
• Recognize gaps in understanding or workflows and recommend education that builds confidence, independence, and effective platform use.

• Maintain current client documentation, stakeholder information, program details, meeting notes, and action plans.
• Manage competing priorities with strong organization, attention to detail, and accountability for commitments.
• Use internal documentation, training materials, and subject-matter expertise to build platform knowledge quickly and contribute early.
• Apply sound judgment and analytical thinking to complex business and service challenges, recommending practical, innovative solutions.
• Lead cross-functional initiatives or projects as needed and share insights that improve service delivery, documentation, training, and the overall client experience.

Qualifications:

• Bachelor's degree preferred, or equivalent combination of education and relevant work experience.

Experience

• 5+ years of experience in Customer Success, Account Coordination, Account Management support, Client Services, Implementation, or a similar customer-facing role.
• Experience supporting a book of business in a SaaS, technology, digital marketing, or financial services environment.
• Experience coordinating client onboarding, training, implementation, or ongoing account support activities.
• Experience working cross-functionally with Sales, Delivery, Support, and other internal teams.
• Experience with digital marketing platforms, financial services technology, wealth technology, or compliance-related solutions is an asset.
• Experience supporting clients in the wealth management, advisor, or home office space is strongly preferred.

Skills & Competencies

• Strong communication and presentation skills.
• Customer-first mindset with a practical, solutions-oriented approach.
• Strong troubleshooting and problem-solving skills.
• Highly organized with strong project coordination and follow-through.
• Ability to assess issue severity, prioritize effectively, and manage multiple workstreams at once.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation discipline.
• Comfortable working in a highly collaborative, cross-functional environment.
• Ability to work independently and drive tasks forward with minimal oversight.
• Strong analytical thinking and ability to identify trends, risks, and process improvement opportunities.

Hourly range $30-40/hr Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education. #LI-MR1 #LI-REMOTE

We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company - and ultimately a community - that recognizes and celebrates everyone's unique perspective.