Putting clients first is a critical initiative that we can all support by shifting our daily mentalities to ensure we’re placing the needs of our clients ahead of everything else.
To help you gain a deeper understanding of our clients’ needs and increase collaboration across the organization, the Client Services team offers all employees the opportunity to shadow team members from Client Implementation, Live Training, and Coaching.
These shadowing opportunities are a great way to experience client interactions, understand the steps we take to address their needs, and witness how our Client Services teams perform their jobs and support our clients. And when the shadowing experience comes to an end, it is our hope that more employees will be familiar with both internal processes and client demands – resulting in stronger working relationships and a more holistic understanding of Client Services.
Employees can fill out this form to sign up for one of the many shadowing opportunities available with Client Services (see below for more detail.)
Once the form is submitted, employees will receive a confirmation email.
Based on the selections made, a representative from Client Services will be in touch with more information/details regarding the shadowing opportunity.
Participants will be in a listen-only mode during all shadowing opportunities and are encouraged to take notes and/or jot down any questions that arise.
A follow-up call with be scheduled with a Client Services representative to discuss the shadowing opportunity and address any questions.
Shadowing Opportunities
Call Center Support (Recorded Calls)
Employees can take advantage of self-serve recordings of calls from the Call Center Support team and listen to specific call types depending on their business needs.
Visit this SharePoint site now to start listening. Currently, there are 14 folders – representing the different call types. Not all folders have recordings yet, but the goal is to fill each folder with plenty of calls and video recordings! The recorded calls (including video) capture the entire client experience – including each screen the Call Center Support representative navigates to during the call.
Client ImplementationEngineer
Guides and executes configuration elections through the build and maintenance of our client experience and helps support the Product organization with the activation of new features to our retail clients.
Client Configuration Execution – Observe how configuration elections made by the client are executed by Implementation Engineers.
Retail Platform Configuration and Maintenance –Observe ongoing change management of our street (EMA) version of the eMoney platform.
API Implementation Support – Observe kick-off and on-demand consultations with technical staff within our client home office, throughout the eMoney API development lifecycle.
Client Implementation Sales Engineer
Collaborates with Business Development through the pre-sales discovery, scoping, proposal, negotiation, and transition to implementation once a contract is executed.
Deal Summary/Show Flow Preparation – Observe how Sales and Relationship Managers work to prepare an effective meeting agenda seeking to address prospect/client needs and deepen a firm’s usage of the eMoney platform.
Discovery Workshop –Observe how eMoney interacts with prospective or existing clients to explore new or deeper integration and deployment of eMoney across the firm.
Business Scoping Preparation – Follow the post-discovery work of fleshing out business scope for refinement and internal and external communication.
Closed:Won Transition to Implementation – When new client contracts are executed, observe the handoff from the deal team.
Client Implementation Program Management
Works closely with clients throughout their relationship lifecycle with eMoney during the design, build, delivery of product, and client review cycle/process.
Client Review Cycle Demo (3x per year) – Many clients opt into New Features Review Cycles, where the home office tests the new features to determine what should or shouldn’t be included in their version of eMoney. This call consists of a demonstration of the new features and enhancements by the Associate Program Manager (APM) to home office contacts. Attendees: Primary Home Office Contacts, APM, CSM and RM.
Live Training Sessions
Attend one of our live training webinars with existing clients to learn the ins and outs of the eMoney platform. Sessions available include (Note: it is highly recommended to attend these sessions in order):
Platform Essentials – This is a great starting point for anyone who has not seen the eMoney platform or need to understand the core functionality of our platform.
Planning Fundamentals – This session provides a deep knowledge of getting planning data into our platform and using the data within eMoney’s interactive planning tools.
Recommended to attend Platform Essentials and Planning Fundamentals on back-to-back days. Think of the Essentials workshop as the prerequisite to Planning Fundamentals. What you learn there will help prepare you for what’s next.
Advisor Roundtable – Looking to find out how advisors talk about eMoney with their clients? Then this session is for you.
Advanced Planning – Get a deep planning knowledge and hear some of the questions we get around those more in-depth topics.
Highly recommended that you have already attended the Planning Fundamentals session OR have spent a decent amount of time in the planning queues answering advisor questions.
1:1 Coaching Calls
Join a 1:1 consultative call with one of our coaches as they help clients get started with eMoney. The types of calls available for shadowing are:
Getting Started – This is the first call with the Coach and advisor to ensure proper set up of the eMoney platform.
Optimizing Aggregation – Help complete the process of aggregating accounts under management.
Rolling out Your Client Portal – Customize the Client Portal offering and design a go-to-market strategy to help roll out their new services.
Building and Presenting a Plan – The step-by-step process of building and presenting a plan using client data.
