Manager, Client Service

HarbourVest Partners • Boston, MA

2d • Hybrid

About The Position

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking. 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 will be a hybrid work arrangement. You will receive 18 remote workdays per quarter to use at your discretion, subject to manager approval. For example, you may choose to work in the office 4 days per week and take one remote day weekly (typically 13 weeks per quarter), leaving 5 additional remote days to be used as needed. The Manager, Client Service leads a high-performing team responsible for delivering a consistent, high-touch client experience. This role combines day-to-day operational leadership with strategic contribution—owning service delivery, deepening client relationships, resolving sophisticated issues, and driving cross-functional initiatives that scale processes and improve quality. The Manager partners closely across the firm to ensure timely, accurate, and compliant service across private wealth channel while contributing to departmental plans and continuous improvement. The ideal candidate is someone who is: Client-centric leadership: motivates teams, sets clear expectations, and models a service outlook. Operational rigor: process design, quality control, SLA management, and risk awareness. Problem solving & judgment: analytical, creative, and solutions-focused under pressure. Collaboration & influence: consensus-building across Investor Relations, Operations, Product, Solutions, and Marketing. Data literacy & technology: comfortable navigating multiple platforms, building metrics, and using CRM dashboards. Coaching & talent development: structured feedback, career planning, and learning initiatives.

Requirements

• Client-facing experience in asset management or financial services servicing private wealth clients and distributors, with dynamic responsibility in client operations/service; at least 3–5 years of people leadership.
• Shown success leading private wealth client relationships and sophisticated service needs across products and regions.
• Proficient communication (written, verbal, presentation) and engagement with individuals across all levels.
• Shown familiarity with investment management and performance concepts; high comfort with quantitative analysis.
• Proficiency with CRM platforms (e.g., Salesforce) and workflow/project management tools; ability to build and interpret dashboards and metrics.

Nice To Haves

• Bachelor of Arts (B.A) degree or comparable experience
• Bachelor of Science (B.S) credential or equivalent professional experience
• Master of Business Administration (MBA) or comparable experience
• 8-10 Years of experience in client service management ideally in the wealth segment
• 3–5 years of people leadership experience.

Responsibilities

• Lead and develop a client service team: set goals, coach performance, build capabilities, and cultivate an inclusive, customer-centric culture.
• Be responsible for a defined client portfolio or service program, ensuring proactive communication, timely responses, and superior service for private wealth clients.
• Serve as the primary escalation point for sophisticated client issues; orchestrate cross-functional resolution and communicate outcomes to team members.
• Be responsible for day-to-day workflows, SLA adherence, quality control, regulatory requirements, and audit readiness for the team’s deliverables.
• Plan capacity, allocate workload, approve training/tooling spend within budget parameters, and optimize team utilization.
• Lead projects to improve processes, increase automation, and scale service delivery; represent the client service voice in initiatives.
• Establish benchmarks/dashboards, supervise performance, and insights to leadership with recommended actions.
• Partner with Compliance and Operations to ensure controls are embedded in processes and that responses meet standards.
• Implement training, career development plans, and succession planning for team members; drive engagement and retention.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees