A top-tier multi-billion dollar family office is currently looking to hire a Director of Client Service who will serve as a key member of the firm’s Client Relationship Management team, developing and leading a Client Service practice from the ground up while overseeing and optimizing the client servicing activities of the firm. The role is expansionary (not replacing anyone), reports directly to the COO and can pay a highly competitive compensation package. 7 - 15+ years of client service experience within the asset management industry across traditional and alternative investment strategies including venture capital is an absolute requirement.
Director of Client Service
Job Summary
The firm is a multi-billion dollar Registered Investment Adviser (RIA) committed to delivering exceptional investment management results and tailored wealth planning over the long term. The firm is seeking a highly experienced and strategic professional to join as the Director of Client Service. In this critical leadership role, the Director of Client Service will serve as a key member of the firm’s Client Relationship Management team, developing and leading a Client Service practice from the ground up while overseeing and optimizing the client servicing activities of the company. The ideal candidate will demonstrate a proven track record of developing strong processes and coaching others to successfully serve sophisticated clients in a growing and dynamic firm. The candidate will also possess a deep understanding of both public and private investments with a particular focus on venture capital, tax-efficient wealth and transition planning strategies for Family Offices and Ultra High Net Worth individuals, and nuances among global clients.
The Director of Client Service will work closely with Executive Leadership to design and implement a world-class Client Service structure and will work closely with Investment Teams, Tax, Trust, Legal & Compliance, Accounting & Finance, and external Fund Administrators. The role reports to the firm's Chief Operating Officer and will be responsible for leading the Company’s investor relations and marketing efforts. This is an excellent opportunity for a candidate with experience in capital raising, investor relations, complex tax and trust structures and capital introductions to join a dynamic team at a growing firm.
Responsibilities
Client Relationship Management
• Serve as the primary point of contact for a portfolio of institutional, family office and ultra-high net worth clients, ensuring their needs from account start-up to ongoing reporting are met with professionalism and promptness.
• Develop and maintain strong relationships with clients, understanding their unique goals and providing tailored investment solutions.
Investor Relations
• Proactively manage communication with clients regarding their investment portfolios, performance updates, and market insights.
• Address and resolve client inquiries and concerns in a timely manner.
• Conduct thorough due diligence on potential investors to assess their investment criteria, risk appetite and compatibility with the company's investment objectives. Ensure adherence to client onboarding process.
Service Excellence
• Oversee the delivery of high-quality client service, ensuring that all interactions reflect the company’s commitment to white-glove client service.
• Collaborate with internal teams to ensure a seamless client experience and address any service-related issues.
Private Assets and Complex Structures
• Partner with investment team to provide expert guidance on investments, including, but not limited to, venture capital, equity, fixed income, and real assets
• Advise clients on complex tax and trust structures, ensuring compliance with relevant regulations and optimizing financial outcomes.
Client Reporting and Documentation
• Review and analyze client portfolios, providing insights and recommendations to enhance performance and align with client objectives.
• Prepare and deliver presentations, K-1s, fact sheets, data rooms, client performance reports, and due diligence questionnaires, among other relevant documents, to prospective and existing investors.
• Manage public facing website of Knollwood Investment Advisory
• Administer and maintain client data in CRM system, audit existing client account information and documentation and keep content, preferences and recipient information accurate and up to date.
Strategic Input
• Lead and organize client service strategies and initiatives to enhance client satisfaction and retention.
• Collaborate with senior management to refine client service processes and improve overall service delivery.
• Work closely with the investment team to develop and refine investment messaging and positioning.
• Work on various projects to streamline the client service process as appropriate.
Capital Raising
• Develop and implement fundraising and marketing strategies in coordination with Executive Leadership and Investment Teams.
• Participate in capital raising and leverage relationships to support organic asset growth
Requirements
• 7 - 15+ years of client service experience within the asset management industry
• Proven knowledge of various asset classes and investment strategies, including private equity, venture capital, real assets, alternative investments, equities, fixed income, derivatives and digital assets.
• Strong presentation, project management and public speaking skills
• Superior interpersonal skills, both written and verbal, with clients, prospects and colleagues
• Extensive knowledge of the Microsoft Office Suite including Excel and PowerPoint; ability to learn other applications as required; Advent Portfolio Exchange and CRM experience a plus
• Proven track record of building and maintaining relationships with institutional investors
• Ability to work collaboratively with investment team and Operations
• Familiarity with marketing relations and compliance requirements, notable the SEC Marketing rule
• Demonstrated experience in operational strategy development, process optimization, and implementing operational best practices.
• Solid knowledge of regulatory requirements and compliance frameworks relevant to the financial industry, including securities laws, AML, and KYC regulations.
• Excellent analytical and problem-solving skills, with the ability to critically evaluate investment processes, identify inefficiencies, and propose effective solutions.
• Proven leadership abilities, with experience managing and developing high-performing teams.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex concepts to diverse stakeholders.
• Proficiency in investment management systems, financial software, and data analysis tools.
• Exceptional organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
• Bachelor’s degree required, advanced degrees or certifications (e.g. MBA, CFA, CFP) a plus.
