Client Services Associate

Pennington Partners & Co.; Washington (District of Columbia); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Base salary + bonus

Full benefits package

401K with employer match

Wellness stipend

Job summary

Pennington Partners seeks a Client Relationship Officer in Washington, DC to own client service for Operating Partner Families and LPs, delivering monthly performance reporting and coordinating with Investment teams to maintain engagement.

The role emphasizes data-driven decision making, collaboration across Finance, Operations, and Compliance, and a commitment to exceptional client service in the Private Wealth/Multi-Family Office space.

Qualifications

• 2+ years of proven experience managing a Client Service team at a Private Wealth Management firm, Private Bank, RIA, Multi-Family Office, Independent Broker/Dealer or wirehouse, ideally working with UHNW clients.
• 3+ years total experience in Client Service or adjacent functions, preferably in Private Wealth Management settings.
• Bachelor’s degree in business administration or related field; MBA preferred.
• Demonstrated competency in strategic planning, process implementation and business development.
• Strong organizational and leadership abilities and personal integrity.

Responsibilities

• Manage day-to-day interactions as the Client Service owner for Operating Partner Families and LPs.
• Design and implement Client Service processes with KPI tracking and feedback collection.
• Contribute to client experience road map and performance reporting processes.
• Collaborate with Investment and Portfolio Management teams to align expectations for long-term retention.
• Coordinate cross-functional billing processes with Finance, Operations and Compliance.
• Prepare client subscription and redemption documents for alternative investments.
• Interact with custodial platforms (Schwab, Fidelity, Pershing) to execute requests.

Skills

Client Service leadership

Private Wealth Management

CRM systems

Data analysis

Performance reporting

Strategic planning

Team leadership

Problem solving

Financial services

Education

Bachelor's degree in business administration

MBA (preferred)

Tools

CRM systems

RIA custodial platforms

Portfolio management software

Performance reporting tools

Job description

Founded in 2016, Pennington Partners is an award-winning multi-family office that serves entrepreneurial founders, high-income earners, and multi-generational families through integrated wealth and investment solutions. Managing more than $4 billion across advisory mandates, private funds, and affiliated entities, Pennington Partners brings rigor with an entrepreneurial spirit.

Our culture is vibrant, intelligent, and relentlessly driven. We are an ensemble of exceptional professionals with diverse, multi-disciplinary backgrounds who value independent judgment, integrity, and fresh thinking. While the firm continues to gain scale and institutional structure, we remain deeply committed to our entrepreneurial roots- valuing agility, creativity, and an unwavering client focus.

About the Position

The Client Relationship Officer position is one of the most critical, if not the most critical, open roles in the organization. This role is the face of client service excellence and engagement with our Operating Partner Families & LPs and has responsibility for the creation and delivery of monthly performance reporting, management of monthly meetings, as well as diligent follow up on any action items. Driven by data and metrics, this person will ensure the high levels of engagement with our Operating Partner Families & LPs that are critical for the firm as we continue to scale.

This individual will take great pride in bringing alternative ways to enhance the lives of our Operating Partner Families as well as their wealth and long term success. They understand how clear, concise communication combined with reliable execution and follow-through plays an important part in our success as a firm. This role will bring with it someone who has a proven track record of utilizing successful client experience (CX) strategies within the Private Wealth Management, RIA, or Multi-Family office industries. Working with some of the most successful families in the country brings with it a commitment to Client Service excellence.

What You'll Do

• Manage the day-to-day interactions as the Client Service owner of Pennington's Operating Partner Families and LPs.
• Work directly with the Market Leadership Team in their market to design and implement Client Service processes that will drive high levels of engagement. Define and implement both KPIs for the Client Service function as well as collect and measure feedback from our Operating Partner Families & LPs that will inform our engagement model.
• Have input into both the client experience road map and performance reporting processes that add value to our Operating Partner Families & LPs.
• Work alongside and with the Investment and Portfolio Management teams, promoting and managing Operating Partner Family & LP expectations that drive long term business results through retention.
• Work cross-functionally with colleagues from Finance, Operations, and Compliance to ensure we are executing the billing process seamlessly
• Prepare client subscription and redemption documents related to alternative investments.
• Interact with the different custodial platforms that Pennington has a relationship with (Schwab, Fidelity & Pershing) to execute client service requests and orders.

What You'll Need

• A minimum of 2 years of proven experience managing a Client Service team at a Private Wealth Management firm, Private Bank, RIA, Multi-Family Office, Independent Broker/Dealer or wirehouse, ideally working with the UHNW client base.
• A minimum of 3 years of total experience in Client Service or adjacent functions, preferably at a Private Wealth Management firm, Private Bank, RIA, Multi-Family Office, Independent Broker/Dealer or wirehouse.
• Bachelor's degree in business administration, or related field, from a top College or University; Advanced degree or MBA is preferred but not required.
• Demonstrable competency in strategic planning, business process implementation and business development.
• Outstanding organizational and leadership abilities and personal integrity.
• A solid grasp of the various technologies (CRM, RIA Custodial Platforms, Portfolio Management & Performance Reporting) that are used to service our Operating Partner Families & LPs.
• Strong aptitude in applying that technical knowledge to create business process that drives efficiency and innovation in the way we serve our Operating Partner Families & LPs.
• Aptitude in data analysis, business intelligence, performance metrics, data-driven decision making and problem-solving.
• Ability to diagnose problems quickly and pattern recognition to provide foresight into potential issues.
• A team-player and leader who personally believes in, and is willing to champion, the Core Values of the firm.

What You’ll Get.

We offer competitive and comprehensive benefits to help you prioritize your wellness and your career development. Working with a company that leverages our Core Values: Developing One's Greatest Potential, Thinking Big, Client Obsession, Tikkun Olam (Repair Our World).

• Salary - Competitive compensation (base salary + target bonus)
• Benefits - Robust benefits package with a choice of PPO Health Insurance Plans covering medical, dental, vision, disability, and group term life insurance with 100% of the employee’s premium paid by us. Optional HSA Plan, with a $600 employer contribution. 401K Plan with employer match, and cell phone reimbursement.
• Health & Wellness - $100/month stipend to use on the choice of fitness, meditation classes, meal kits, CSA, and more. Oura Ring welcome gift and one-year subscription to the Oura Ring app, and Pennington welcome swag! Worldwide emergency travel assistance coverage.
• Paid Time Off - 15 days PTO, sick leave, bereavement leave, 11 federal holidays and 3 floating holidays. Paid maternity and paternity leave for biological and adoptive parents, plus the option to work from home after paid leave ends to extend time with your growing family, and a $4,000 childcare stipend to help you transition back to work.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Pennington Partners to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, or related conditions), national origin or ancestry, age, disability, veteran status, uniformed servicemember status, sexual orientation, gender identity, status as a parent, genetic information (including testing and characteristics), or any other characteristic protected by applicable federal, state, or local law. It is Pennington Partner's policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.