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Client Services Principal

  • Compensation: 175,000 - 200,000 yearly Plus Bonus
  • Location: New York, New York
  • Type: Perm
  • Job #19532

TEAM OVERVIEW
The Team supports clients in a variety of ways throughout the client lifecycle through four key verticals: fund and client onboarding; investor communications; inquiry management; and data and analytics. The Team is experiencing rapid growth in lockstep with the pace of the Firm’s capital raising activity and is seeking an experienced team member to play a leading role in overseeing the global inquiry management function of the team.

The successful candidate will manage Client Services team members working within the inquiry management vertical and operate as a “player/coach,” leading by example.

RESPONSIBILITIES/REQUIREMENTS

  • Manage the inquiry management team, consisting of six full-time team
  • Provide exceptional client service and responsiveness in keeping with Client Services Standards
  • Lead the intake, management and resolution of all client inquiries received via phone, email and portal, demonstrating exceptional service orientation such that inquiries are answered thoroughly and in accordance with defined servicing SLAs
  • Exercise judgment to determine the proper action needed to respond to complex inquiries, understanding available financial and legal reporting as well as the Firm as an organization to source the proper information in the most efficient manner
  • Refine inquiry management operating procedures and begin to lay the groundwork for the intake of inquiries through the Firm’s Investor Portal and for use of more sophisticated knowledge management tools
  • Build on existing inquiry management team product coverage specialization, understanding when coverage and volume dynamics shift and resources allocations need to be adjusted
  • Enhance existing inquiry tracking capabilities in Salesforce, leveraging Einstein machine learning and Snowflake integration to track inquiry progress and unite inquiries with broader data sets
  • Grow inquiry reporting and dashboard output and reporting capabilities, working closely with CPG and the Technology team
  • Ensure that inquiry management team roles are well-defined and have clear goals and measurements of success
  • Instill a high standard of measurement and accountability within the team, and provide guidance, feedback, and training to ensure consistent workflows are maintained and a high level of productivity is supported
  • Adhere to documented procedures to ensure consistent workflow efficiencies while managing to business expectations across multiple teams
  • Identify potential opportunities to improve processes across the team/functions/regions to maximize efficiency and productivity while maintaining a controlled environment
  • Maintain daily operations with an eye towards building specialized “follow-the-sun” support
  • Continue to nurture an existing strong partnership with Technology and Engineering to align the data architecture with business needs and develop scalable and automated methods for distributing data to meet internal needs, external reporting and other constituencies
  • Collaborate with senior stakeholders across the business to understand evolving client relationships

CRITICAL COMPETENCIES FOR SUCCESS
 

  • 15+ years of experience in client servicing, investor relations, asset management, consulting or wealth management with a strong proficiency in alternatives
  • Demonstrated track record of execution in complex operational environments
  • Exhibit scale-oriented thinking as it relates to designing business processes for a rapidly growing servicing vertical
  • Passion for client servicing in a non-fundraising capability
  • Ability to manage multiple/changing priorities with tact, diplomacy and confidentiality
  • Self-starter with ability to engage and collaborate with senior stakeholders across the firm
  • Comfortable embracing complexity as well as utilizing tools to drive efficiency and scale operations
  • Comfortable in a pioneering environment that needs to be developed, nurtured and grown over time
  • Excellent problem-solving ability that balances both tactical and strategic solutions
  • Ability to identify key risks and trends that require escalation
  • Ability to build rapport quickly and develop positive relationships internally and externally
  • Able to influence others while demonstrating commitment to the Firm’s values and culture
  • Demonstrated nimbleness – able to adapt to changing priorities, resource constraints and key deadlines
  • Superior communication and presentation skills
  • Strong analytical and problem-solving skills
  • High integrity and professionalism
  • Highly organized with exceptional attention to detail and excellent follow-through
  • Grace under pressure, a strong work ethic, service mentality and a positive attitude
  • Excellent academic credentials including an undergraduate degree from a top tier institution

 

SALARY RANGE It is expected that the base annual salary range for this New York City-based position will be $175,000 to $200,000. Actual salaries may vary based on factors, such as skill, experience, and qualification for the role. Employees may be eligible for a discretionary bonus, based on factors such as individual and team performance.

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