Embedded Files
Introducing Customer Service
Introducing Customer Service
Customer Service is responsible for servicing all AdvisoryCloud B2C and B2B members.
The mission of the Customer Service Team is to provide an outstanding member experience through guidance on how to navigate the AdvisoryCloud platform - and ensure optimal success with ongoing technical support, customer service when needed.
The Customer Service Team is comprised of Associates, Onboarding and Account Management professionals who are experts on the AdvisoryCloud product and how advisors and companies use the platform successfully.
Meet the Member Services Management Team
Meet the Member Services Management Team
Marla Williams
Director of Member Services
Marla is responsible for the overall strategy and management of the day-to-day operations of the Member Services team. She oversees the best practices, industry standards, quality assurance, policies & procedures and ongoing learning and development for the Member Services Team. Marla is an expert in all aspects of AdvisoryCloud's services and product. She collaborates closely with the Product & Creative team to ensure messaging and product features align with the needs of our members. Marla is responsible for the overall metrics of the Member Services function - to ensure the team achieves and maintains core goals, quality assurance, and customer satisfaction that's aligned with our business operations and organizational goals.
An Overview of Member Services Roles
An Overview of Member Services Roles
Customer Service
Manager
The Customer Service Manager is responsible for ensuring quality and efficient customer service to members through daily management of assigned duties.
The Customer Service Manager assists advisory members with various inquiries, including password resets, billing concerns, cancellations, and platform questions. They also act as a lead for the Customer Service Department by being a resource to handle escalations, help to train Customer Service Associates, assign cases and other administrative support tasks assigned by the Customer Service Manager.
Sara Pickett
Customer Service Manager
Customer Service
B2B Account Manager
The B2B Account Manager is the lead point of contact with all matters specific to company accounts through their journey on the AdvisoryCloud platform.
The B2B Account Manager oversees all aspects of company account management, including:
Onboarding the company.
Building the company boardroom and publishing it in the Directory.
Conducting regular Q & A check-ins with company accounts.
Negotiating renewal contracts.
Presenting upsell opportunities.
Customer Service
Upwork
Upwork is an outsourced satellite team temporarily assisting Member Services with:
Free Trial Cancellations
Standard cancellations
Manual Removals
Customer Service Associate
Virtual Champs Global
The Customer Service Associate is the main point of contact for all Advisors on the platform.
Sales Development Representative
Virtual Champs Global
Page updated
Report abuse