Client Services Lead

Role Overview

This critical position will be part of a client facing team that supports several large financial service firms in the Wealth Management Industry. The role will establish and maintain internal relationships and, more importantly, establish and maintain external client relationships that drive client and customer satisfaction. You can expect to play a lead role in supporting some of Invest Cloud’s most strategic clients.

You will be part of the Client Services organization and will be responsible for working with a team to manage complex client inquiries, manage all internal and external service bridges for high priority events and lead client facing calls. In addition, the role requires you to work with internal teams to review, analyze, and provide clients with consultative solutions that address their business needs.

• Build and maintain strong service relationships with key stakeholders within a client’s operations team which leverages APL for portfolio accounting, portfolio management and trading of managed accounts
• Comfortably and independently interact with client stakeholders at any level with the ability to flex based on audience – user, functional manager, senior/executive leadership
• Lead client meetings to keep clients apprised of progress against in-flight tactical initiatives and high visibility/impact support issues
• Lead conversations with clients to understand business / operational needs on the platform and translate those needs into business requirements
• Engage with clients via email, phone and, on occasion, at client offices

• Proactively monitor client support requests and partner with Customer Operations (the day-to-day support team) to ensure delivery of an excellent support experience
• Be the main point of contact for critical operational issues, some of which may occur outside of business hours, with an ability to respond with a sense of urgency and effectively communicate status updates to internal and client stakeholders
• Manage challenging client issues with empathy and professionalism
• Operate with a sense of calm and practicality in high-pressure situations (e.g., trading issue)
• Research complex customer and internal inquiries via building strong product knowledge and by leveraging an internal network of internal resources
• Support and/or manage client communication and validation of all software releases for assigned group of clients
• Manage small to medium sized client initiatives using basic project management skills

• Monitor and report on the operational health of the client – satisfaction with day-to-day support, system performance, and project/initiative status
• Support the client’s project work intake process and effectively partner with teams such as professional services to ensure client project expectations are met
• Analyze system data and processes (e.g., batch processing data) to identify and implement (in partnership with technical and/or operations teams) improvements
• Champion the needs of the client internally while also balancing the needs and priorities of the company – be comfortable managing client expectations directly and professionally
• Collaborate with partners in client success management, operations, technology, product management, product engineering, and professional services to drive client outcomes

• Influence others within the team and cross-functionally (peers and leadership), even without direct reporting authority
• Be highly organized, with the ability to multi-task and to work well under pressure
• Excellent verbal and written communication skills
• Bias towards working independently with strong judgement about when to bring more senior members of the team in for support
• In partnership with direct leadership, support new client prospecting as directed (primarily will be occasional support of service and/or operational components of RFPs, etc.)
• Maintain a general understanding of wealth management/managed accounts industry trends and developments

• Bachelor’s Degree
• Minimum of 10 + years of financial services experience
• Minimum of 8+ years of client…