Ketrell Marshall is an accomplished Customer Success professional with a passion for building lasting relationships and driving exceptional outcomes. With over seven years of experience in customer-centric roles within the financial services and technology sectors, he has honed the art of cultivating client satisfaction and fostering mutual growth.

His approach to customer success is rooted in a deep understanding of client needs, coupled with a proactive and solutions-oriented mindset. His method is about being more than simply a point of contact; instead, his approach is more of a strategic partner who thrives on collaborating across teams to craft tailored solutions that not only address challenges but also unlock new opportunities with a genuine empathy for client goals.

Ketrell presently serves as an Advisor Advantage Advocate at Orion, a wealth-tech firm offering integrated solutions to independent advisors. Orion had annual revenue of $150 million in 2022, employs over 500 people, and notable partners/clients include Charles Schwab, Fidelity Investments, and Vanguard. In this role, he maintains top-notch customer service, collaborates with teams, consults on technology utilization, and acts as the key client contact for assigned clients. His goal is to transform clients into promoters of Orion's tech and service.

Prior to Orion Ketrell worked at Bank of America. Bank of America is a multinational financial service holding company that offers a wide range of financial products and services to individuals, businesses, and institutions, with annual revenue of $94.95 billion. He worked in the Global Technology & Operations (GT&O) department. Marshall was a Treasury Fulfillment & Services AVP. He served in Global Commercial Banking – Large Corporate treasury space on the Technology, Media, and Telecommunications (TMT) team. Global Commercial Banking, services middle-market U.S. firms with $50M-$2B revenues. Mashall ensured seamless, world-class service and acted as primary liaison for his clients in the TMT sector managing technical, treasury, and account servicing needs.

Marshall completed five years at Bank of America. Previously he was a member of the executive escalation support group and client education group for the CashPro Digital Services team. CashPro is Bank of America’s complete digital platform for payments, receipts, liquidity, investments, FX and trade. He was responsible for handling urgent and complex client inquires, providing ongoing daily support to corporate clients with accurate resolution and guidance on all CashPro product related issues and interacting with business partners to provide the client with a positive experience.

His treasury and technical experience allowed him to obtain knowledge on complex technical engagement, project management, servicing and implementing of cash management, treasury, and depository products. He has also developed skills in written and verbal communication, building rapport with clients and providing support to stakeholders while improving the client experience. In addition, he has obtained strong knowledge with empowering customers, inspiring excellence, and encouraging teammates.

Marshall holds a Bachelor of Aerts degree in communications with a concentration in Mass Media from the University of North Carolina at Charlotte. He also takes pride in being a lifetime learner and always looking to expand his knowledge. What sets Ketrell apart is his ability to facilitate seamless communication between clients and internal teams, ensuring that expectations are met and exceeded. His commitment to continuous improvement motivates him to seek out innovative ways to optimize customer journeys and elevate their experience.