Technical Customer Success

Description

You’ve spent years in fintech or financial services helping clients get real value out of complex platforms — not just onboarding them, but staying in it with them. You know how to translate a client’s frustration into a workflow fix, and you know when to push back with a better idea. You’re patient with people who aren’t as tech-fluent as you are, and you hold yourself to a higher standard than your ticket queue.

At RFG Advisory — a fast-growing RIA platform for independent financial advisors — you’ll own a book of advisor practices end-to-end. You’ll configure tools, solve problems, uncover growth blockers, and serve as the most trusted resource your advisors have. This is a client success role with the depth of a solutions consultant and the relationships of a strategic partner.

Location:

• Birmingham, AL, our office works a hybrid schedule (3 days in-office, 2 remote).
• Travel is required, potentially 2-7 days per month, based on business needs.

Reports to: Sr. Director of Practice Development

What You’ll Do

Own Advisor Relationships

• Serve as the primary point of contact for a portfolio of financial advisors
• Build trust with clients who vary widely in technical comfort
• Guide advisors through onboarding, adoption, and ongoing optimization

Drive Technology Adoption (Not Just Usage)

• Help advisors integrate tools like Salesforce, financial planning, and reporting into their daily workflows
• Identify where adoption is breaking down—and fix the root cause (not just the symptom)
• Coach clients through change with patience and clarity

Be the Translator Between Tech and People

• Turn complex platform capabilities into simple, actionable steps
• Spot opportunities where better use of technology can unlock growth or efficiency
• Meet clients where they are—then move them forward

Influence the Product & Experience

• Surface patterns, friction points, and opportunities from client interactions
• Partner with internal teams to improve systems, workflows, and user experience
• Act as the voice of the advisor inside the organization

Requirements

Experience

• 3+ years in a client-facing technical role such as solutions consulting, systems support, or implementation; experience owning a book of clients or accounts preferred.
• Demonstrated ability to learn, configure, and troubleshoot cloud-based software platforms; you understand how tools work, not just how to use them.
• Hands-on experience with a CRM platform such as Zoho, Salesforce, or similar, including record management, workflow configuration, and data hygiene.
• Experience in financial services, wealth management, or working directly with financial Advisors preferred.
• Familiarity with financial planning tools such as RightCapital, eMoney, Income Lab, or Orion is a meaningful advantage.

Skills & Competencies

• Genuinely curious and empathetic; asks better questions than most and earns Advisor trust quickly.
• Highly disciplined about follow-through and documentation; closes the loop and records what happened.
• Comfortable operating without a complete playbook; figures things out, documents what they learn, and makes the next person's job easier.
• Strong analytical and communication skills; translates complex technical issues into plain language and Advisor frustration into actionable internal feedback.
• Thinks in outcomes, not activity; measures success by what changed for the Advisor, not by calls made or tickets closed.
• Curious, adaptable, and growth-minded; learns new technologies quickly and integrates emerging tools into day-to-day work.

Technology & Tools

• CRM proficiency required; Zoho or Salesforce experience strongly preferred.
• Familiarity with financial planning and reporting platforms such as RightCapital, eMoney, Orion, or Income Lab.
• Comfort with help desk tools is a plus.
• Proficiency with AI tools such as Claude, ChatGPT, or Microsoft Copilot to improve productivity, streamline workflows, and enhance Advisor outcomes.

Education

• Bachelor's degree in a technical, business, or related field; equivalent hands-on experience considered.

Company

RFG Advisory is a platform for growth-minded Independent Advisors who want to scale without compromise. We're building the RIA of the Future-powered by innovation, collaboration, and execution.

We take care of each other first. We show up with servant hearts and growth mindsets. We lead boldly, iterate to excellence, and commit to getting 1% better every day.

If you're energized by precision, structure, and being the person who makes it all happen-we'd love to meet you.

www.RFGadvisory.com/awards

Benefits and Compensation

Salary: $85,000-$100,000

• Competitive salary + bonus pool
• Generous PTO, holidays, and a Charitable Service Day
• Health, dental, vision insurance + RFG Advisory stipend
• Flexible Spending Account (Health and Dependent Care) + HSA for applicable coverage
• Lifestyle Spending Account
• 401(k) with Safe Harbor contribution
• Paid parental leave, short- and long-term disability, life insurance
• Surface Pro + home office setup
• Pet Insurance
• Continuing education and professional development support
• Tons of fun RFG Advisory swag!