DIRECTOR, CLIENT SERVICE TRAINING & DEVELOPMENT
CCM ADMINISTRATIVE SERVICES LLC
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Cresset is seeking an experienced Director, Client Service Training & Development to lead onboarding and professional development across the Client Service organization. This hands-on leader will design scalable programs, partner with HR, Operations, Technology, and Compliance, and embed learning inside daily client service workflows.
The role requires travel about 75%, staying onsite during acquisitions, and building a best-in-class learning ecosystem to accelerate productivity and elevate
Qualifications
- Bachelor's degree required; advanced degree or relevant professional certification preferred.
- Minimum of 10 years of experience in wealth management, private banking, family office, or financial services, including at least 5 years supporting UHNW clients.
- Minimum of 5 years leading learning, training, onboarding, or talent development programs, preferably within an RIA or sophisticated advisory organization.
- Demonstrated expertise in designing, developing, delivering, and evaluating learning programs for adult learners, with the ability to translate complex business, operational, and regulatory concepts into practical training solutions.
- Exceptional communication and project management skills, with proven ability to lead organizational change through learning initiatives that support technology adoption, acquisitions, integrations, evolving business processes, and operational excellence.
- Experience with learning management systems (LMS), instructional design tools, virtual learning platforms, Microsoft Office, SharePoint, and other collaboration technologies.
Responsibilities
- Develop and execute the enterprise Client Service learning strategy aligned with Cresset's business objectives, growth plans, and client service model.
- Design and maintain scalable, multi-year, role-based learning programs that support onboarding, technical education, continuing education, leadership development, and career progression.
- Establish measurable learning objectives and continuously evaluate program effectiveness using operational metrics, performance outcomes, and participant feedback.
- Build, maintain, and continuously improve a centralized knowledge library that supports enterprise learning through standard operating procedures, playbooks, job aids, templates, reference materials, videos, digital learning modules, and knowledge assessments.
- Gather, evaluate, and incorporate best practices from across the organization to improve learning effectiveness, operational consistency, scalability, and the overall employee and client experience.
- Deliver engaging in-person and virtual learning programs that drive consistent adoption of enterprise processes, technology, and client service standards.
- Partner directly with Client Service teams by working alongside associates in their daily environment to understand workflows, identify improvement opportunities, and reinforce enterprise standards.
- Provide one-on-one coaching, group facilitation, mentoring, technical workshops, learning circles, and knowledge-sharing sessions that build employee capability, confidence, and performance.
- Support the implementation of new enterprise technology, products, regulatory requirements, and business processes through effective training and change management.
- Continuously evaluate training effectiveness and operational performance to identify learning opportunities and refine curriculum, delivery methods, and business outcomes.
- Design, implement, and continuously improve onboarding programs that accelerate time-to-productivity for new Client Service professionals.
- Lead onboarding and learning readiness efforts for acquired teams, ensuring successful adoption of Cresset's culture, technology, service model, and operational practices.
- Serve as a key member of acquisition integration efforts by providing hands-on training, coaching, and operational support throughout the integration lifecycle.
- Coordinate onboarding activities in partnership with Human Resources, Operations, Technology, Compliance, Investments, and other business partners.
- Travel on short notice and remain onsite for extended periods during acquisitions, integrations, and other strategic initiatives to support successful adoption of Cresset's operating model.
Skills
Education
Tools
Job description
About Cresset
Cresset is a firm built by clients, for clients. As an independent, award-winning multi-family office and private investment firm, we are reimagining the way wealth is experienced. Our purpose is to help ensure that both wealth and life are fully optimized—integrated, intentional, and aligned with each client’s vision of success.
We provide access to the caliber of talent, ideas, and investment opportunities typically available to the largest single-family offices and institutions. Our approach is personalized, entrepreneurial, and client-first.
Cresset was built to endure. We are creating a 100+ year firm—one focused on delivering an exceptional experience, not only for the families we serve but for the team that serves them. Recognized by Barron’s among the nation’s top multi-family offices, Cresset is guided by long-term relationships, shared success, and a belief that wealth should serve a life well lived.
Cresset is seeking an experienced and dynamic Director, Client Service Training & Development to lead the strategy, design, delivery, and continuous evolution of onboarding and professional development programs for the Client Service organization. This leader will play a critical role in ensuring every Client Service professional—from new hires to experienced team members—has the knowledge, skills, confidence, and resources to consistently deliver an exceptional client experience.
As Cresset continues to grow, this role will establish and scale a best-in‑class learning ecosystem that accelerates onboarding, strengthens technical expertise, reinforces operational excellence, and supports career development across all Client Service roles. By partnering closely with Client Service leadership, Human Resources, Operations, Technology, Compliance, Investments, and other business partners, the Director will develop practical, engaging learning experiences that improve performance, drive operational consistency, and elevate both the employee and client experience.
Success in this role requires a highly collaborative, hands‑on approach. The Director will spend significant time embedded with Client Service teams, learning their workflows, coaching in real time, reinforcing best practices, and ensuring learning is delivered within the context of serving clients. During acquisitions and integrations, the Director will serve as an on‑the‑ground partner, embedding with newly joining teams for extended periods to accelerate adoption of Cresset's operating model and support a seamless transition for employees and clients. This highly visible, office-based role requires approximately 75% travel.
- Develop and execute the enterprise Client Service learning strategy aligned with Cresset's business objectives, growth plans, and client service model.
- Design and maintain scalable, multi-year, role-based learning programs that support onboarding, technical education, continuing education, leadership development, and career progression.
- Establish measurable learning objectives and continuously evaluate program effectiveness using operational metrics, performance outcomes, and participant feedback.
- Build, maintain, and continuously improve a centralized knowledge library that supports enterprise learning through standard operating procedures, playbooks, job aids, templates, reference materials, videos, digital learning modules, and knowledge assessments.
- Gather, evaluate, and incorporate best practices from across the organization to improve learning effectiveness, operational consistency, scalability, and the overall employee and client experience.
- Deliver engaging in-person and virtual learning programs that drive consistent adoption of enterprise processes, technology, and client service standards.
- Partner directly with Client Service teams by working alongside associates in their daily environment to understand workflows, identify improvement opportunities, and reinforce enterprise standards.
- Provide one-on‑one coaching, group facilitation, mentoring, technical workshops, learning circles, and knowledge-sharing sessions that build employee capability, confidence, and performance.
- Support the implementation of new enterprise technology, products, regulatory requirements, and business processes through effective training and change management.
- Continuously evaluate training effectiveness and operational performance to identify learning opportunities and refine curriculum, delivery methods, and business outcomes.
- Design, implement, and continuously improve onboarding programs that accelerate time‑to‑productivity for new Client Service professionals.
- Lead onboarding and learning readiness efforts for acquired teams, ensuring successful adoption of Cresset's culture, technology, service model, and operational practices.
- Serve as a key member of acquisition integration efforts by providing hands‑on training, coaching, and operational support throughout the integration lifecycle.
- Coordinate onboarding activities in partnership with Human Resources, Operations, Technology, Compliance, Investments, and other business partners.
- Travel on short notice and remain onsite for extended periods during acquisitions, integrations, and other strategic initiatives to support successful adoption of Cresset's operating model.
- Bachelor's degree required; advanced degree or relevant professional certification preferred.
- Minimum of 10 years of experience in wealth management, private banking, family office, or financial services, including at least 5 years supporting ultra-high-net-worth (UHNW) clients.
- Minimum of 5 years leading learning, training, onboarding, or talent development programs, preferably within an RIA or sophisticated advisory organization supporting client-facing teams.
- Demonstrated expertise in designing, developing, delivering, and evaluating learning programs for adult learners, with the ability to translate complex business, operational, and regulatory concepts into practical training solutions.
- Exceptional communication and project management skills, with proven ability to lead organizational change through learning initiatives that support technology adoption, acquisitions, integrations, evolving business processes, and operational excellence.
- Experience with learning management systems (LMS), instructional design tools, virtual learning platforms, Microsoft Office, SharePoint, and other collaboration technologies.
- Willingness and ability to travel approximately 75%, including extended onsite stays during acquisitions, integrations, and other strategic initiatives.
At Cresset, we focus on people first. As a service business, our people are our assets. Engaging our clients and employees is our highest priority. Starting base salary is $150,000 - $180,000. Salary will be based on factors including, but not limited to, experience, licenses/certifications, industry knowledge, and geographic location. Cresset offers a competitive compensation package including an annual incentive and a benefits package to all full‑time employees including medical, dental, vision, life insurance, 401(k) retirement plan, health savings accounts, short and long‑term disability insurance, voluntary critical and accident insurance, and pre‑tax parking and transportation programs.
- annual incentive
- medical
- dental
- vision
- life insurance
- 401(k) retirement plan
- health savings accounts
- short and long‑term disability insurance
- voluntary critical and accident insurance
- pre‑tax parking and transportation programs
It is the policy of Cresset 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 Cresset’s policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.
Our Vision
We exist to optimize wealth and elevate life—giving clients the time, clarity, and trusted partnership to pursue what matters most.
Our Values
*Disclosures related to awards, recognitions, and rankings available here.
*Barr’s Top 100 RIA Firms (issued 09.2026). Based on data from July of the prior year through June of the award year. Rankings are determined using a proprietary methodology that considers qualitative and quantitative factors. Cresset paid a licensing fee to use the Barr’s award logos.
**Wealth Optimized, Life Elevated refers to the firm’s philosophy and process in providing advisory and planning services and is not intended to convey a guarantee of results.
Cresset refers to Cresset Capital Management, LLC and its respective direct and indirect subsidiaries and controlled affiliates. For a full list of Cresset subsidiaries and controlled affiliates, please see cressetcapital.com/disclosures/.
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