Client Success Admin

Role Overview

The Client Success Admin provides back-office support to the Client Success team by producing Wealth Plan documents, maintaining accurate member records, and keeping trackers, rosters, and files organized.

This role ensures that Wealth Guides and Client Success Specialists have reliable information and complete documentation to support members. All responsibilities are back-office, with zero direct member contact.

Key Responsibilities

Wealth Plan Document Production

• Draft Wealth Plan documents from Fathom transcripts using the designated bot, prompt, and approved templates.
• Endorse each draft to the assigned Wealth Guide for quality review before finalization, following Handshake 4.
• Incorporate the Wealth Guide’s corrections and finalize the approved document.
• Track document status and flag missing information or delays that could affect member sprint preparation.

Member Data Entry and Record Integrity

• Enter and update member information accurately across designated systems.
• Review records for missing, outdated, duplicate, or inconsistent information.
• Resolve discrepancies with the appropriate internal owner and maintain confidentiality when handling member data.

Member Roster and File Organization

• Maintain the existing 371-plus member roster, keeping it clean, current, and accurate as membership grows.
• Follow Handshake 11 for roster and data integrity.
• Maintain one authoritative roster used by Operations and Finance; avoid creating parallel roster copies.
• Organize member folders and files using consistent naming and filing standards.

Client Success Tracker Maintenance

• Maintain the back end of trackers covering pre-onboarding, post-onboarding, check-ins, pod management, and 90-day graduation.
• Update the Customer Engagement sheet with accurate member information and status.
• Keep records current and flag missing updates or unresolved items to the appropriate internal owner.

Administrative Support and Documentation

• Organize notes, documents, and files for Mokee and Stephanie so they can remain focused on member-facing work.
• Ensure relevant records are complete, accessible, and ready for internal handoffs.
• Coordinate with the Operations Manager, Wealth Guides, Client Success team, and Finance on documentation and data needs.

Qualifications and Skills

• Experience in administrative support, client success operations, data entry, or a similar back-office role.
• Strong attention to detail, document preparation, and file organization skills.
• Proficiency with spreadsheets, shared documents, and digital record-management tools.
• Ability to turn meeting transcripts into clear, structured documents using approved templates and AI-assisted tools.
• Strong task management skills and the ability to meet deadlines across recurring workflows.
• Clear written communication and effective internal coordination.
• Ability to handle confidential information responsibly.
• A Builder mindset: comfortable adapting to evolving tools and processes, identifying gaps, and helping improve workflows.