Customer Experience Manager, Front Office Consulting

Ridgeline is the industry cloud platform for investment management, and they are seeking a Customer Experience Manager to lead a team of functional consultants. This role involves overseeing the delivery of enterprise SaaS implementations while enhancing consulting practices and leveraging AI technologies to improve operational efficiency.

Responsibilities:

• Lead, coach, and develop a team of Front Office Consultants delivering enterprise SaaS implementations for investment management firms
• Foster a collaborative consulting culture rooted in ownership, knowledge sharing, transparency, and continuous learning
• Oversee front office workstreams across multiple enterprise implementations to ensure high-quality, on-time delivery
• Guide teams through complex implementation challenges while maintaining strong relationships with customer stakeholders
• Ensure strong design and deployment of trading, portfolio management, compliance, and post-trade workflows
• Collaborate closely with Project Management, Technical Consulting, Data Migration, Product, Engineering, and Customer Success teams to ensure seamless implementation execution
• Establish and refine functional implementation standards, configuration practices, and reusable workflow templates
• Strengthen forecasting, capacity planning, and utilization management across the consulting organization
• Analyze delivery metrics and feedback to improve predictability, team effectiveness, and customer outcomes
• Champion adoption of AI-powered tools such as OpenAI and Claude to enhance requirements gathering, workflow design, and implementation documentation
• Identify opportunities to apply AI across solution design, compliance rule validation, reporting configuration, and knowledge management
• Establish responsible AI usage practices that support secure and trusted customer engagements
• Build trusted relationships with senior stakeholders including trading desks, portfolio managers, compliance leaders, and operations teams
• Provide strategic guidance on workflow design, operating model alignment, and implementation sequencing
• Communicate the value of Ridgeline’s front office capabilities to both technical and business audiences
• Step in hands-on when needed to support critical milestones or complex deployment dynamics

Requirements:

• 8+ years implementing investment management software in a customer-facing role
• Deep expertise in front office workflows including trading, portfolio management, and compliance monitoring
• 3+ years of people management experience within a consulting or professional services environment
• Strong understanding of the investment management lifecycle including trade order management, post-trade workflows, compliance monitoring, and reporting
• Knowledge of investment instruments including equities, fixed income, multi-currency instruments, derivatives, and alternatives
• Proven experience leading complex, multi-workstream SaaS implementations
• Strong portfolio management, forecasting, and resource planning capabilities
• Exceptional interpersonal, communication, and executive stakeholder management skills
• Experience handling customer escalations with professionalism and sound judgment
• Demonstrated curiosity and hands-on experience leveraging emerging technologies including AI tools
• Experience guiding teams in responsible and effective AI adoption
• Ability to collaborate effectively across cross-functional teams
• Willingness to learn about cutting-edge technologies while cultivating deep investment management domain expertise
• An aptitude for problem solving
• Ability to communicate effectively
• Serious interest in having fun at work
• Experience advising customers on front office operating model transformation or technology stack modernization
• Familiarity with Agile principles and SaaS development lifecycles
• Experience with collaboration and delivery tools such as Slack, JIRA, Confluence, Kantata, and Google Workspace
• Basic understanding of cloud infrastructure concepts including AWS and APIs
• Chartered Financial Analyst (CFA) designation