Client Operations Manager

Smartleaf; Boston; Hybrid; PHP 5,653,000 - 8,794,000; Full time

Benefits offered by this job

Health, dental and vision insurance

SIMPLE IRA with 4% company match

Four weeks PTO + NYSE holidays

Flexible work-from-home policy

Job summary

Smartleaf is seeking a Client Operations Manager to lead daily client interactions, troubleshoot, and optimize usage of our investment platform. You will serve as a trusted advisor to elite wealth management firms, drive adoption, and coordinate cross-functional support.

Ideal candidates have 5+ years in SaaS customer support or relationship management, with strong communication skills and the desire to own a dedicated function within Client Services.

Qualifications

• Bachelor's degree or higher in a related field.
• 5+ years of SaaS customer support, relationship management or comparable experience.
• Organized and capable of managing multiple responsibilities.
• Strong communication and stakeholder management, including executives.
• Self-sufficient, independent and personable with a focus on relationships.
• Growth-minded with ownership over a function within Client Services.

Responsibilities

• Become an expert on the Smartleaf platform and its models of use.
• Oversee daily production support with prompt attention to urgent requests.
• Triage, investigate and respond to client inquiries; act as escalation contact for complex issues.
• Contribute to and maintain reference materials.
• Provide ad hoc training to client firms.
• Monitor client relationships and maintain insights into account health.
• Uphold Smartleaf's reputation for responsiveness, thoroughness and creativity.
• Suggest internal process improvements based on client feedback.

Skills

Organization

Triaging issues

Strong communication

Independent work

Relationship management

Education

Bachelor's degree or higher in related field

Job description

Client Operations Manager

We are a growing, dedicated team of financial professionals, mathematicians, financial engineers, software developers working together to transform the field of wealth management. We aim to make portfolio management frictionless, enabling every investor to benefit from levels of customization and tax management that were once the exclusive preserve of ultra-high net worth investors.

We are devoted to doing things right, bringing a fiduciary standard of care to all that we do.

Position Overview

As Smartleaf’s Client Operations Manager, you will play a critical role in managing our clients’ daily use of the software and advisory services. You will empower clients to better utilize our innovative functionality and serve as a subject matter expert internally and externally. You will be a champion for our client base, serving as a trusted strategic advisor and subject matter expert to elite wealth management firms, maximizing platform adoption and optimizing portfolio operations. You’ll handle a mix of administrative coordination and hands-on technical troubleshooting while ensuring clients get accurate, timely, white-glove support.

Success in this role will translate to proficient Smartleaf users who are getting real value out of using the system.

We expect that a successful team member is looking to evolve in their role and responsibilities.

We strongly prefer candidates local to the Boston area. While office attendance is at the discretion of individual teams currently, we do find that onboarding and training greatly benefit from in-person interactions.

Preferred Qualifications

Education: Bachelor's degree or higher in a related field required.

Experience: 5+ years of SaaS customer support, relationship management or comparable experience.

Skills: You are organized and capable of managing multiple responsibilities at once. You apply sound judgement when triaging client issues and assessing their criticality. You are also a strong communicator.

Characteristics: You are self-sufficient and work well independently. You are also personable and relationship oriented. You are comfortable working with internal and external stakeholders, including executives.

Trajectory: You would like a job with room to grow and with opportunity for ownership over a specific function within Client Services.

Initial Responsibilities

• Become an expert on the Smartleaf platform and its various models of use
• Oversee daily production support, ensuring urgent requests are given prompt attention and resources
• Triage, investigate, and respond to client inquiries and act as an escalation contact for complex issues
• Contribute to and maintain reference materials
• Provide ad hoc training to client firms
• Keep your finger on the pulse of each client relationship
• Uphold Smartleaf's reputation of being responsive, thorough, and creative
• Leverage fresh perspective and prior experience to recommend internal process improvements

Please note, responsibilities are fluid and can change based on team need. We are looking for a candidate who is adaptable, eager to lend a hand, willing to position themselves as an integral member of the Smartleaf organization, and eager to grow their personal skillset.

Core Benefits

• Comprehensive health, dental and vision insurance with 100% of premium and deductible covered for employees and family (copays apply)
• SIMPLE IRA with 4% company match
• Four weeks PTO + NYSE holidays
• Flexible work-from-home policy

Work Style

If you are in-office...

• Casual dress code
• Beautiful office space within a 15-minute walk of 4 subway lines and commuter rail
• Office shower for bike commuters
• A stocked kitchen with breakfast and lunch options plus the opportunity to dazzle your coworkers with your barista skills (which is to say, we have an espresso machine!)

If you are remote...

• All team meetings are by video conference
• The team communicates throughout the day via messaging stream (akin to Slack), Google Meet, and Zoom
• At present, some team members have chosen to be in the office a few days a week while the majority are currently remote

Visa Sponsorships

Smartleaf is unable to provide visa sponsorship now or in the future. This includes, but is not limited to, H-1B, F-1 (including OPT/CPT), J-1, or any other employment-based immigration or work authorization sponsorship. Candidates must have current and ongoing authorization to work in the United States without sponsorship.