Client Experience Strategist

Arch•New York, NY

7d•$100,000 - $130,000•Onsite

About The Position

Arch is a Series B financial technology company that automates the management of private investments, improving access, understanding, and the human experience of investing across asset classes. Private investments such as venture capital, hedge funds, and private equity, make up roughly 25% of the investment universe. Traditionally, investors, advisors, banks, families, and managers track hundreds of investments in complicated spreadsheets, file folders, and busy inboxes. Not only is this tedious and time-consuming, but it is rife with opportunity for manual data entry errors, inconsistent reporting, and lost information. Enter, Arch. Arch delivers standardized data, documents, and insights in a single platform, avoiding the need to chase information across dozens or hundreds of ‘portals’. Our purpose is to save investors’ time while empowering them to make more informed investment decisions, leading to better financial outcomes. We are a fast-growing, dynamic team of 200+, serving over 400 clients, including several of America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale. We are looking for a Client Experience Strategist to nurture and expand our client relationships. In this role, you will be responsible for post-onboarding account management, ensuring clients receive the highest level of service and support. You'll be an early employee who can help shape and grow our company and approach to Client Success as we expand and scale our reach to new users.

Requirements

Have a bachelor's degree in business, finance, or a related field.
Have 3+ years of experience managing client relationships.
Possess exceptional communication and interpersonal skills.
Posses strong problem-solving abilities and attention to detail.
Have the ability to work collaboratively in a fast-paced, dynamic environment.

Nice To Haves

Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field
Are familiar with the terms capital calls, IRRs, recallable distributions, or K-1s
Know SQL or want to learn
Have taken finance or accounting courses

Responsibilities

Conduct regular check-in meetings with clients to assess their needs and satisfaction.
Maintain comprehensive client records and notes in our CRM system.
Monitor client accounts for data quality issues and promptly address any discrepancies.
Provide training to end user groups to ensure deep product understanding and adoption.
Track and analyze factors influencing client churn and work to mitigate risks.
Manage client renewal processes, ensuring timely discussions and contract updates.
Identify opportunities for contract expansion across new feature sets and/or broader firm adoption.
Proactively identify and escalate client feature requests to the relevant teams.
Keep clients informed about product updates, enhancements, and new features.
Foster and maintain strong, long-term relationships with clients.
Process ongoing updates from clients and various institutional data sources
Support periodic evening & weekend work as part of our operating rhythm to meet client SLAs