Account Manager

American Estate & Trust, Inc.; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

American Estate & Trust, Inc. (AET) in Las Vegas, NV seeks a Client Success professional to own proactive client relationships across RIAs and family offices.

You’ll guide onboarding, respond to edge cases, and document processes to help teams move money and paperwork smoothly. You will rotate from Support to Success roles, learning the operations through structured milestones and delivering thorough, clear client communications.

Qualifications

• Experience in customer success, client services, account management, or support.
• Familiarity with self-directed retirement accounts, trust services, custody, or compliance frameworks.
• Thick skin and ability to handle high-value clients professionally.

Responsibilities

• Own onboarding for assigned business clients, moving them along a milestone path.
• Provide proactive client communication on edge cases within 24 hours of flagging.
• Draft responses for Success tickets and contribute to onboarding for new clients.
• Communicate clearly with family offices and RIAs, maintaining professional cadence and accuracy.

Skills

Customer success

Account management

Support excellence

Job description

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.

The role

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.

Your first six weeks are in Support

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.

What you will own after the rotation

• 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 BackOffice and HubSpot 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.

How we will measure you

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

• Day 30: ticket quality at team standard on a weekly sample; full Support queue without pre-send review.
• Day 45: system fluency verified in a live walkthrough, not by self-report.
• Day 90: assigned onboardings landing on the milestone path; manager review of your client-facing drafts producing line edits, not rewrites.
• Month 12: your book run end to end with your manager out of the loop on routine work, and client satisfaction on your accounts measurably above the company-wide number.

What the job actually requires

• Thick skin. You can take a hostile ticket, an unfair accusation, or a fee complaint from a client with millions in their account and answer the substance instead of the tone. You do not go defensive, you do not go quiet, and you do not need a day to recover.
• You think on your feet. Much of this work has no script. You are comfortable with incomplete policy and first-time requests, and your instinct is to research and propose rather than wait.
• You move before being told. You spot the stalled onboarding, the thread nobody answered, the process that keeps breaking, and you either fix it or raise it with a proposal. You describe your work in terms of what you decided, not what you were assigned.
• Poise with wealthy clients. You speak to a family office as a professional peer: not deferential, not overfamiliar. Composed under pressure, warm without being casual, firm on policy without being cold. Family offices expect us to stay in the background and get the details right.
• Thorough beats fast. Success runs on a more relaxed SLA than Support because the standard here is completeness, not turnaround. That is permission to be thorough, not permission to be slow. You answer the question asked and the question implied, flag missing information instead of guessing at it, and close with a clear next step and a date.
• Writing is the product. Most client contact is a ticket. Your writing is clean, correct, appropriately formal, and code-switched: relaxed with the team in the office, polished with clients. You catch your own errors before a client does.
• You fit how we work. We are a regulated custodian in an office, not a startup on Slack. The people who do well here are comfortable with rules that exist for a reason.

Experience in customer success, client services, account management, or support, ideally in financial services, fintech, or another regulated environment. Familiarity with self-directed retirement accounts, trust services, custody, or compliance frameworks is a real advantage. We care more about evidence you have carried a book and handled hard conversations than about a specific degree.

Compensation

Fully salaried. Your earnings do not depend on sales targets or commission, because your job is to serve the book, not to sell into it.