Essential Duties and Responsibilities:

· Work on a wide variety of key project tasks such as business analysis, technical design and requirements gathering (BRD) in relation to Advantage Fee.

· Implement Advantage Fee for new client projects, configuration setup, testing and go-live support

· Provide Quality Assurance testing to client customizations and product enhancements

· Support system and client acceptance testing conducted by InvestCloud clients

· Analyze current client business processes and recommend improvements

· Act as a subject matter expert on client fee billing and middle/back-office revenue operations and management

· Coordinate troubleshooting / issues with engineering and development

· Production Support monitor Zendesk cases coming in. Assign to the relevant team or investigate and keep tickets updated on a regular basis within the Client SLA.

· Ability to receipt, logging and tracking of all client issues, defects, and inquiries

· Internal analysis of reported issues to identify potential resolution or workaround

· Efficient, effective, and collaborative interaction with the client to understand and investigate the issue in a timely manner.

· Internal escalation to the respective team or individual to perform more detailed root cause analysis

· Develop significant knowledge and understanding of the Advantage Fee product to perform independent investigation

· Interact with internal stakeholders and leadership to escalate issues in a timely fashion to help mitigate risk of client dissatisfaction

· Conduct periodic reviews with peers to understand root cause of reported issues for future prevention and resolution

· Assist with billable projects, including testing, release documentation, BRD documentation, configuration, and issue remediation.

· Client-facing experience is required.

· Work flexible hours when required to support projects or go live.

· Perform other duties as required