Client Operations Manager
About The Position
We are a growing, dedicated team of financial professionals, mathematicians, financial engineers, and software developers working together to transform the field of wealth management. We aim to make portfolio management frictionless, enabling every investor to benefit from levels of customization and tax management that were once the exclusive preserve of ultra-high net worth investors. We are devoted to doing things right, bringing a fiduciary standard of care to all that we do. As Smartleaf’s Client Operations Manager, you will play a critical role in managing our clients’ daily use of the software and advisory services. You will empower clients to better utilize our innovative functionality and serve as a subject matter expert internally and externally. You will be a champion for our client base, serving as a trusted strategic advisor and subject matter expert to elite wealth management firms, maximizing platform adoption and optimizing portfolio operations. You’ll handle a mix of administrative coordination and hands-on technical troubleshooting while ensuring clients get accurate, timely, white-glove support. Success in this role will translate to proficient Smartleaf users who are getting real value out of using the system. We expect that a successful team member is looking to evolve in their role and responsibilities. We strongly prefer candidates local to the Boston area. While office attendance is at the discretion of individual teams currently, we do find that onboarding and training greatly benefit from in-person interactions.
Requirements
- Bachelor's degree or higher in a related field required.
- 5+ years of SaaS customer support, relationship management or comparable experience.
- Organized and capable of managing multiple responsibilities at once.
- Apply sound judgement when triaging client issues and assessing their criticality.
- Strong communicator.
- Self-sufficient and work well independently.
- Personable and relationship oriented.
- Comfortable working with internal and external stakeholders, including executives.
- Would like a job with room to grow and with opportunity for ownership over a specific function within Client Services.
- Candidates must have current and ongoing authorization to work in the United States without sponsorship.
Nice To Haves
- Local to the Boston area
Responsibilities
- Become an expert on the Smartleaf platform and its various models of use
- Oversee daily production support, ensuring urgent requests are given prompt attention and resources
- Triage, investigate, and respond to client inquiries and act as an escalation contact for complex issues
- Contribute to and maintain reference materials
- Provide ad hoc training to client firms
- Keep your finger on the pulse of each client relationship
- Uphold Smartleaf's reputation of being responsive, thorough, and creative
- Leverage fresh perspective and prior experience to recommend internal process improvements
Benefits
- Comprehensive health, dental and vision insurance with 100% of premium and deductible covered for employees and family (copays apply)
- SIMPLE IRA with 4% company match
- Four weeks PTO + NYSE holidays
- Flexible work-from-home policy
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
