Account Manager

American Estate & Trust (AET) is a Nevada-licensed self-directed IRA custodian and trust company headquartered in Las Vegas. We hold assets and administer accounts for individual investors and for the businesses that bring them to us: registered investment advisors, family offices, third-party administrators (TPAs), independent sales organizations (ISOs), and deal sponsors.

We maintain required capital reserves and bonding, and we are regulated and regularly examined by Nevada's Financial Institutions Division, with ongoing review of our principals. We take that seriously, and we pair it with real technology investment. Getting it right outranks getting it done fast.

You own the proactive side of the client relationship. You carry business clients from signed agreement, through onboarding, into a healthy ongoing account, so that an RIA or family office never has to ask us for something they should already have been given.

This is not a sales role, and once you are through the Support rotation described below, it is not a reactive role. Most of the work is edge cases: a request no policy page covers, a transfer structured in a way we have not seen, a client who needs an answer we have to go build. You will research it, communicate a timeline, escalat… (typo: “escalate” in original) with context rather than "I don't know," and then document it so the next person has a page to read.

You report to Mark H., Success and Support Manager, and work alongside three other Success team members. The role sits across Sales, Operations, Accounting, and Support, so you will regularly walk over to another department to close something out rather than waiting on a thread.

The role is in our Las Vegas office at 6900 Westcliff Drive. It is not remote and not hybrid.

You start on the Support queue, working reactive tickets for individual investors against a documented process. That is deliberate. It is the fastest way to learn how AET actually moves money and paperwork, and you cannot be useful to a family office until you know that cold.

Around day 30 you should be carrying a full Support queue unassisted. In weeks 4 through 6 you begin drafting responses on Success tickets under review and sitting in on live business onboardings, so day 46 is a change of queue rather than a change of job.

The shift itself is the point. In Support, the queue sets your agenda: a client asks, you answer. In Success, you set it. You are watching onboardings before they stall, reaching out before the client has to, and closing loops the client didn't know were open. Same systems, same standards, opposite direction.

• A named book of business accounts, including RIA and family office relationships, that you can speak to from memory: each one's business, service tier, and open commitments.
• Onboarding for assigned business clients, moving them along a time-bound milestone path and surfacing any stall rather than letting it sit.
• Proactive client communication on every edge case in your queue within 24 hours of it being flagged, including a holding message when the resolution is still in flight. Silence is the failure mode we care most about.
• Answers on account status, contributions, transfers, fees, and documents, pulled from Back Office and Hub Spot without needing to ask a teammate.
• Knowledge base entries drawn from tickets you actually worked: a process nobody documented, an answer you had to reconstruct, a question that keeps coming back.
• Escalation to your manager for genuine exceptions only: policy calls, pricing, and anything legal.

We hire against a scorecard, and you will see yours. In short:

• Day 30: ticket quality at team standard…