Client Operations Manager

Smartleaf; Boston (MA); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Comprehensive health, dental andvision

SIMPLE IRA with 4% company match

Flexible work-from-home policy

Job summary

Smartleaf, a growing fintech team, is seeking a Client Operations Manager in the Boston area to oversee daily client use of our software and advisory services. You will empower clients, act as a trusted strategic advisor, and ensure timely, white-glove support.

The role emphasizes relationship building with elite wealth managers, hands-on troubleshooting, and opportunities to own a defined function within Client Services.

Qualifications

• Education: Bachelor's degree or higher in a related field.
• Experience: 5+ years of SaaS customer support, relationship management or comparable experience.
• Skills: You are organized and capable of managing multiple responsibilities at once.
• Characteristics: Self-sufficient and personable, with comfort working with executives.
• Trajectory: Desire growth and ownership over a function within Client Services.

Responsibilities

• Become an expert on the Smartleaf platform and its models of use.
• Oversee daily production support, ensuring urgent requests receive prompt attention.
• Triage, investigate, and respond to client inquiries; escalate complex issues.
• Contribute to and maintain reference materials.
• Provide ad hoc training to client firms.
• Maintain awareness of each client relationship and needs.
• Uphold Smartleaf's reputation for responsiveness and thoroughness.
• Recommend internal process improvements based on experience.

Skills

Organized

Strong communicator

Triage and issue assessment

Independent worker

Relationship oriented

Education

Bachelor's degree or higher in a related field

Job description

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

To be considered for this role, we will be looking for the following:

• 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
• Flexible work-from-home policy

Work Style

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

If you are in-office...

• Casual dress code
• Beautiful office space within a 15-minute walk of 4 subway lines and commuter rail
• 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!)

Please note: You must have a legal right to work in the United States; Visa sponsorship is not available at this time.