Manager, Client Experience
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Job Location:
New York City, NY - USA
Monthly Salary:
$ 130 - 145
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Our Company
Arch is a Series B financial technology company that automates the management of private investments improving access understanding and the human experience of investing across asset classes.
Private investments such as venture capital hedge funds and private equity make up roughly 25% of the investment universe. Traditionally investors advisors banks families and managers track hundreds of investments in complicated spreadsheets file folders and busy inboxes. Not only is this tedious and time-consuming but it is rife with opportunity for manual data entry errors inconsistent reporting and lost information. Enter Arch.
Arch delivers standardized data documents and insights in a single platform avoiding the need to chase information across dozens or hundreds of portals. Our purpose is to save investors time while empowering them to make more informed investment decisions leading to better financial outcomes.
We are a fast-growing dynamic team of 200 serving over 400 clients including several of Americas largest banks families and financial institutions. Weve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale.
About the Role
Were looking for a Manager Client Experience to help lead and scale Archs post-onboarding client experience function.
In this role youll be responsible for both owning the day-to-day client experience and leading a team of Client Experience Strategists who manage relationships beyond onboarding. Youll partner closely with Account Management Implementations Product and Operations to ensure our highest-touch client segments including Family Offices and ultra-high-net-worth clients receive a seamless proactive and high-quality experience.
This role is ideal for a hands-on leader who enjoys coaching teams building structure and working directly with clients in complex fast-moving environments.
What Youll Do
Lead Client Experience Program
Roll out and continuously improve structured client experience programs including service models engagement frameworks and operating playbooks.
Systematize how Arch supports different client types to improve consistency efficiency and scalability.
Identify opportunities to improve workflows tooling and internal processes.
Own Post-Onboarding Client Success
Oversee ongoing client relationships including check-ins health monitoring escalations and renewals.
Manage a portfolio of high-priority client relationships while supporting team-wide delivery.
Ensure accurate and up-to-date client records workflows and communication standards.
Drive Account Growth and Retention
Identify expansion opportunities across new features products and broader firm adoption.
Monitor drivers of churn and proactively mitigate risk.
Surface and prioritize client feedback and product requests in partnership with Product and Engineering.
Operational Excellence & Data Quality
Maintain best-in-class data quality reporting accuracy and delivery standards.
Oversee ongoing client data updates and operational workflows.
Support occasional evening or weekend coverage as part of Archs operating rhythm and service commitments.
Cross-Functional Partnership
Partner with Implementation teams to strengthen handoffs into post-onboarding ownership.
Work closely with Account Management and Operations to align priorities and execution.
What Were Looking For
5-10 years of experience in Client Success Account Management Customer Success or a related client-facing role.
13 years of people leadership experience including coaching feedback and performance development.
Proven ability to manage high-touch high-stakes client relationships and lead teams supporting complex accounts.
Strong organizational and project management skills with the ability to balance competing priorities.
Clear confident communicator who can build trust with both clients and internal stakeholders.
Comfortable operating in ambiguity with a bias toward action and building structure where needed.
Advanced Excel skills for analysis tracking capacity planning and reporting.
Bonus Points if You Have
Experience working in startup or high-growth environments.
Exposure to or interest in fintech and data-driven products.
Experience in wealth management private banking family offices fund management or accounting.
Experience with SQL or interest in developing data analysis skills.
A Note about us:
All of our full-time roles are based onsite at our New York City office where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily enables us to build strong connections collaborate effectively to solve challenges and foster an engaging environment focused on shipping product and delivering exceptional service to our clients.
We encourage applicants currently located in or willing to relocate to the NYC area to join us in this exciting hands-on workspace.
Some perks of working for Arch include:
Strong Team - Youll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. Youll be involved in discussions that drive the growth and direction of our platform from the very beginning.
Product Market Fit - We have strong product market fit exceptionally low churn and have grown mostly organically through word of mouth.
Team community and camaraderie - We have enormous trust in each other and always do what we can do to support one another. Were always ready to step in to help.
Great office - weve invested in a great space for the Arch team to come together at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).
Lunch is on Us - Grab lunch on us while youre in the office and take a break to laugh brainstorm or just hang out with your teammates over a meal.
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
