Support and Training
With guided onboarding, 24/7 support, and role-based learning, Ridgeline makes it easier for every user to get the most from the platform.
.avif)
Your Strategic Partner for Long-Term Value
Each customer is assigned a dedicated Customer Success Manager (CSM) who provides proactive, personalized support throughout the lifecycle of your partnership with Ridgeline.
With deep industry experience and a strong understanding of your business, goals, and day-to-day challenges, your CSM works alongside your team to help you realize ongoing value from Ridgeline.
.png)
What to Expect from
Your Dedicated CSM
Advocate for your needs across Ridgeline, ensuring your voice is heard from product development to service delivery.
Share peer benchmarks, insights, and industry best practices to inform your strategic planning.
Drive adoption by aligning Ridgeline’s evolving capabilities with your business goals.
Monitor engagement and identify opportunities for optimization or risk mitigation before issues arise.
Support Doesn’t Stop
at Go-Live
Going live on Ridgeline is the first step in the journey. We’ve built a robust customer service function to support our customers in perpetuity.
Each member of Ridgeline’s customer support and account management team is guided by a simple mantra: “Make our customers incredibly successful.” We are empowered to advocate for our customers to ensure your firm’s success with Ridgeline at every step.
24/7 Ticketing and Live Support
Customers can contact product support and customer service 24/7/365 via our ticketing system.
Real-time, agent-staffed "live chat" and ticketing system that tracks all customer requests and manages correspondence
Auto-routing of customer and product issues based on the topic or area to the appropriate analyst
Auto-escalation based on the customer’s selection of severity level for response times within minutes on high-priority issues
Automatic ticket confirmation email with a tracking number for future reference
A Support Portal to view, manage, and comment on all of your tickets
Product Support
Our product support team partners closely with your firm to resolve issues quickly and keep your operations running smoothly.
Product troubleshooting
Integration troubleshooting
Trade execution support
System availability
Enhancement requests
Product bug fixes automatically pushed to all customers
Customer Service
Our customer service team handles the day-to-day operational needs that keep your account up to date and your users productive.
Invoice and payment questions
Tenant access, creation, copying, deleting
Login assistance
Account updates
General inquiries
Training That Meets Your Team
Where They Are
Whether learning in the flow of work or through structured courses and live sessions, Ridgeline makes it easy for everyone at your firm to build confidence and stay get the most out of the platform.
Ridgeline Assistant is your in-platform guide for getting work done in Ridgeline. Ask questions in plain language and it takes you to the right page, highlights next steps, and surfaces relevant help content so you can learn as you work.
Whether you are brand new to the platform or exploring advanced workflows, Ridgeline Assistant helps you quickly find what you need without leaving the screen you're on.
Ridgeline offers a robust library of on-demand, self-paced courses designed to help your team ramp up quickly — before, during, and after implementation. Whether you have five minutes or an hour, you’ll find actionable content tailored to your role.
Courses cover core concepts, workflows, and platform features, and are accessible anytime through our Customer Help Center.
Our product education includes monthly interactive webinars, visual walkthroughs, blended media content, and persona-based learning paths across CRM, trading, accounting, and more.
Weekly tips highlight specific features with quick insights and visuals, and optional subscriptions deliver them directly to your inbox.
All content is designed to make complex processes easy to understand and apply in real-world scenarios.
To complement self-paced learning, we offer instructor-led virtual sessions and in-person training at key implementation milestones.
Our customer experience and implementation teams host hands-on sessions and office hours to build user confidence.
After go-live, your team retains full access to all learning resources, with ongoing support from your CSM.
.avif)
.svg)
“Ridgeline listens and delivers! We truly feel a part of a team and like the Ridgeline team are our co-workers. We are NOT alone in this journey and their dedication to our success shows!”
Cindy Sheridan
“The Ridgeline team is incredibly responsive and genuinely invested in understanding and resolving our issues. That level of engagement makes collaboration easy and encourages open communication.”
Travis Hanson
See How Ridgeline Can Work For You
Contact our team to schedule a demo, get your questions answered, and learn how firms are transforming operations with Ridgeline.
See a Demo
