Director, Client Service (Quantitative Investment Sciences)

HarbourVest Partners•Boston, MA

3d•Hybrid

About The Position

For more than forty years, HarbourVest has brought together committed professionals who have an entrepreneurial approach and aim to offer significant solutions to clients and investing partners. As our worldwide firm grows, we keep adding individuals who appreciate a culture that is collaborative, open, diverse, and encourages innovation. In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences. We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm. HarbourVest is an equal opportunity employer. This position offers a hybrid work arrangement. You get 18 remote workdays per quarter, which you can use with your manager's approval. For example, you might work in the office 4 days a week and take one remote day weekly. This schedule uses about 13 remote days per quarter, leaving 5 remote days available for other needs. We are searching for a Client Service Director dedicated to Quantitative Investment Sciences (QIS) to offer outstanding, end-to-end service to our clients using our quantitative tools and solutions. This role combines leadership, client relationship management, and triage requests to accomplish consistent, high-quality client experiences. The Client Service Director will be instrumental in defining and implementing our service model for QIS‑focused requests, reports, and inquiries. This role will partner with the QIS team to resolve more complex matters. The role will also enable and equip the broader Client Service organization with materials, training, and scalable processes that support clients throughout their journey.

Requirements

QIS‑focused client service orientation with comfort engaging on quantitative concepts and translating them for non-technical audiences, supported by strong presentation and writing skills.
Strong process manager with excellent communication, collaborator management, and ability to drive internal alignment and change management.
Experience collaborating with investment, quant, and technology teams to identify and resolve issues.
Client-centric approach with a focus on delivering consistent, high-quality experiences, balancing quantitative rigor with a pragmatic client-centric perspective and clear communication.
Excellent verbal and written communication skills, with the ability to build relationships and convey complex concepts clearly.
Strong process orientation and comfort operating an intake/triage model across collaborators.
Collaborative great teammate with strong interpersonal skills.
Ownership attitude and enthusiasm for defining new processes, systems, and standards to scale support practices.
Bachelor’s degree required.
7–10 years of client-facing experience in institutional client service/relationship management within private markets, asset management, or Financial Technology.
Strong proficiency in Microsoft Office (especially Excel and PowerPoint); familiarity with Salesforce is advantageous.

Nice To Haves

Experience in marketing planning and content creation within financial services is a plus.
Master’s degree or equivalent experience in Business, Finance, Economics, Mathematics, Statistics, or related field preferred.
CFA or equivalent experience, or CAIA designation a plus.

Responsibilities

Build and manage the dedicated QIS Client Service team, developing a scalable and repeatable model that delivers a superior client experience.
Serve as the primary point of contact for existing clients, focusing on delivering a positive, holistic client experience.
Manage incoming routine QIS-related requests and questions, coordinating with the QIS team as necessary.
Ensure that all incoming QIS-related requests received by Client Service are accurately logged in the system to support benchmark tracking and analytical reporting.
Define, measure, and communicate service KPI to key internal stakeholders (e.g., QIS request volumes, turnaround times, and resolution rates).
Roll out new QIS processes/procedures and manage internal change management to support new QIS capabilities.
Empower and prepare the broader Client Service team to effectively address QIS-related client needs.
Collaborate with the QIS team to develop client-facing communications, FAQs, and standard responses to guarantee consistent, high-quality support.
Partner with QIS, Investor Relations, Technology, and Operations to resolve issues and continuously improve client experience (e.g., triaging requests related to the portal or QIS tools).
Enhance cross-functional partnerships and integrate QIS client service efforts into firm-wide processes.