Enterprise Customer Success Analyst… at Broadridge · New York

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Broadridge is Growing. We’re looking for an experienced Enterprise Customer Success Analyst who combines relationship leadership, digital marketing expertise, and hands-on problem solving to help enterprise clients get the most from our digital marketing and website platforms.

You’ll manage or support a portfolio of enterprise programs, partnering with home-office administrators, and business stakeholders to strengthen adoption, improve outcomes, and deliver a consistently high-quality service experience. As a central point of contact, you’ll connect client priorities with the right expertise across Support, Product, Engineering, and Sale- bringing clarity, accountability, and momentum to every interaction.

This is a role for someone who thinks strategically and acts practically: confident leading client conversations, comfortable investigating complex issues, and committed to following through. You’ll work independently, build deep platform knowledge, and use data and client insights to recommend improvements that make a meaningful difference.

Lead Client Relationships and Drive Measurable Value

• Build trusted relationships with enterprise program administrators and key stakeholders, developing a strong understanding of their business goals, program structure, and platform needs.
• Lead purposeful client meetings and program reviews with clear agendas, relevant insights, actionable recommendations, and documented follow-through.
• Translate usage metrics, performance reporting, and client feedback into practical strategies that improve adoption, engagement, and program outcomes.
• Plan and coordinate service delivery aligned with client priorities, program standards, and operational commitments.
• Partner with Sales and internal teams to demonstrate the value of our platforms and support services and identify opportunities to expand client value.

Own the Service Experience

• Serve as a central point of contact for client inquiries, service incidents, and technical escalations, coordinating the right resources and maintaining clear communication through resolution.
• Manage inquiries through Salesforce case management, keeping records accurate, updates timely, and next steps clear.
• Investigate issues methodically by gathering evidence, reviewing configurations and workflows, testing scenarios, and reproducing reported behavior.
• Distinguish product defects from configuration issues, expected functionality, and training needs to guide the appropriate response.
• Create actionable Jira tickets with reproduction steps, expected and actual results, supporting evidence, and business impact.
• Partner with Support, Product, and Engineering to progress issues, communicate status, and confirm resolutions with clients.
• Identify recurring issues and introduce proactive support, education, and process improvements to reduce disruption, client downtime, and avoidable support effort.

Make Learning Practical and Engaging

• Deliver engaging live training for home-office administrators and end users, tailoring content to their responsibilities, experience, and goals.
• Explain platform functionality and website, email, and social media marketing concepts in clear, practical terms.
• Connect features to real-world use cases through demonstrations, targeted coaching, and follow-up resources.
• Recognize gaps in understanding or workflows and recommend education that builds confidence, independence, and effective platform use.

Strengthen Execution and Continuous Improvement

• Maintain current client documentation, stakeholder information, program details, meeting notes, and action plans.
• Manage competing priorities with strong organization, attention to detail, and accountability for commitments.
• Use internal documentation, training materials, and subject-matter expertise to build platform knowledge quickly and contribute early.
• Apply sound judgment and analytical thinking to complex business and service challenges, recommending practical, innovative solutions.
• Lead cross-functional initiatives or projects as needed and share insights that improve service delivery, documentation, training, and the overall client experience.

Qualifications:

Education

• Bachelor’s degree preferred, or equivalent combination of education and relevant work experience.

Experience

• 5+ years of experience in Customer Success, Account Coordination, Account Management support, Client Services, Implementation, or a similar customer-facing role.
• Experience supporting a book of business in a SaaS, technology, digital marketing, or financial services environment.
• Experience coordinating client onboarding, training, implementation, or ongoing account support activities.
• Experience working cross-functionally with Sales, Delivery, Support, and other internal teams.
• Experience with digital marketing platforms, financial services technology, wealth technology, or compliance-related solutions is an asset.
• Experience supporting clients in the wealth management, advisor, or home office space is strongly preferred.

Skills & Competencies

• Strong communication and presentation skills.
• Customer-first mindset with a practical, solutions-oriented approach.
• Strong troubleshooting and problem-solving skills.
• Highly organized with strong project coordination and follow-through.
• Ability to assess issue severity, prioritize effectively, and manage multiple workstreams at once.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation discipline.
• Comfortable working in a highly collaborative, cross-functional environment.
• Ability to work independently and drive tasks forward with minimal oversight.
• Strong analytical thinking and ability to identify trends, risks, and process improvement opportunities.

Hourly range $30-40/hr

Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.

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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.

Use of AI in Hiring

As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.

US applicants: Click here to view the EEOC "Know Your Rights" poster.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.

If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to BRcareers@broadridge.com.