Strategic Accounts Services, Service Specialist

Strategic Account Services, Service Specialist

The Strategic Account Services, Service Specialist is responsible for managing, servicing, and supporting AssetMark's strategic and institutional partnerships, including Wealth Management Firms, Enterprises, Hybrid and RIAs. This individual acts as a trusted liaison and day-to-day contact for home-office personnel, ensuring seamless coordination across operations, service, compliance, and platform capabilities.

The core accountability of the Service Specialist is to deliver fast, reliable, personalized support as requests come in via email and phone working with a variety of stakeholders to ensure firm contacts feel confident, well-cared for and appreciated in every interaction. They should also feel that their firm matters and can achieve their goals working with AssetMark on whatever particular issue for which they are contacting us.

This role is critical in delivering an exceptional partner experience by executing on key firm initiatives, facilitating onboarding and education, and aligning internal teams with the needs of our partner firms. The Service Specialist will serve within a team that is the primary internal contact and collaborate across departments to support business continuity and service excellence.

We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office.

Key Responsibilities:

Partner Relationship Management & Support

• Serve as a responsive point of contact for home-office personnel within strategic and institutional partner firms.
• Fully own incoming issues from intake to resolution. Deliver service that builds and maintains strong, professional relationships by providing consistent, responsive, and knowledgeable service.
• Onboard new firm contacts and provide training and orientation on platform functionality, workflows, and service processes.
• Act as a liaison between cross function areas of AssetMark to ensure we deliver timely execution of operational tasks requested by partner firms.
• Deliver ongoing support and education on operational procedures, administrative capabilities, technology tools, and policy updates.

Service Operations & Problem Resolution

• Handle incoming inquiries related to:
• Technology platforms (e.g., eWealthManager)
• Account setup, documentation, and workflows
• Billing, commissions, and compensation inquiries
• Regulatory, compliance, and due diligence support
• Reporting and data access
• Take ownership of issue resolution, ensuring timely follow-up and clear communication with firm contacts.
• Escalate service-related challenges as needed and ensure status updates are delivered until resolution is achieved.

Internal Collaboration & Operational Excellence

• Act as the liaison between partner firms and internal departments including Business Consulting, Service, Operations, Compliance, Marketing, Product, and Technology.
• Communicate with Strategic and Institutional Account Managers assigned to these firm relationships as needed (Particularly Positive or Negative interactions that could have implications to the ongoing relationship; Opportunities or Sentiment Uncovered)
• Maintain comprehensive documentation of firm profiles, including structure, preferences, restrictions, and key contacts.
• Identify and share operational best practices and process improvement opportunities across the Strategic and Institutional Accounts team.
• Monitor daily workflows for potential efficiency gains, risk mitigation, and enhancements to partner experience.
• Organize all documentation per partner firm including agreements, resources, marketing material, list of advisors.

Qualifications & Ideal Profile:

• 3-5+ years of experience in relationship management, client service, or operational support within financial services.
• Familiarity with Wealth Management Firms, Enterprises, Hybrid and RIA environments, including administrative and compliance operations.
• Excellent communication, organizational, and interpersonal skills with a strong commitment to partner satisfaction.
• High proficiency in CRM systems (Salesforce preferred), Microsoft Office, and reporting tools.
• Detail-oriented, solutions-driven, and collaborative with the ability to manage multiple priorities in a dynamic environment.

Compensation: The base salary range for this position is between $55,000-$65,000. This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits. Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

Who We Are & What We Offer:

AssetMark's mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors' businesses are running at their best and a comprehensive suite of investment solutions. AssetMark's platform empowers advisors to provide the highest level of service possible to their clients.

AssetMark's culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.

• Flex Time Off or Paid Time/Sick Time Off
• 401K – 6% Employer Match
• Medical, Dental, Vision – HDHP or PPO
• HSA – Employer contribution (HDHP only)
• Volunteer Time Off
• Career Development / Recognition
• Fitness Reimbursement
• Hybrid Work Schedule

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.