Client Experience Strategist

Job description

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 America’s largest banks, families, and financial institutions. We’ve over doubled the size of the company every year since inception and we are looking to hire in all departments as we scale. Client Experience Strategist We are looking for a Client Experience Strategist to nurture and expand our client relationships. In this role, you will be responsible for post-onboarding account management, ensuring clients receive the highest level of service and support. You'll be an early employee who can help shape and grow our company and approach to Client Success as we expand and scale our reach to new users. KEY RESPONSIBILITIES: Your responsibilities will include: - Post-Onboarding Client Management - Conduct regular check-in meetings with clients to assess their needs and satisfaction. - Maintain comprehensive client records and notes in our CRM system. - Monitor client accounts for data quality issues and promptly address any discrepancies. - Provide training to end user groups to ensure deep product understanding and adoption. - Track and analyze factors influencing client churn and work to mitigate risks. - Manage client renewal processes, ensuring timely discussions and contract updates. - Account Growth and Expansion - Identify opportunities for contract expansion across new feature sets and/or broader firm adoption. - Proactively identify and escalate client feature requests to the relevant teams. - Client Communication - Keep clients informed about product updates, enhancements, and new features. - Foster and maintain strong, long-term relationships with clients. - Data Management - Process ongoing updates from clients and various institutional data sources - Support periodic evening & weekend work as part of our operating rhythm to meet client SLAs SKILLS, KNOWLEDGE AND EXPERTISE Reach out to us if you: - Have a bachelor's degree in business, finance, or a related field. - Have 3+ years of experience managing client relationships. - Possess exceptional communication and interpersonal skills. - Posses strong problem-solving abilities and attention to detail. - Have the ability to work collaboratively in a fast-paced, dynamic environment. Bonus points if you: - Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field - Are familiar with the terms capital calls, IRRs, recallable distributions, or K-1s - Know SQL or want to learn - Have taken finance or accounting courses A NOTE ABOUT US: Most 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, move quickly, and deliver exceptional service to our clients. For select roles, we are also open to candidates based in Boston. If a role is open to Boston, it will be listed explicitly in the job location. We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment SOME PERKS OF WORKING FOR ARCH INCLUDE: - Strong Team - You’ll 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. You'll 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. We're always ready to step in to help. - Great office: Our new home at 199 Water Street gives us a beautiful, energizing space to come together as a team, collaborate more easily, and keep building the next chapter of Arch. - Lunch is on Us - We’ll keep the team fueled with lunch in the office, whether you’re catching up with teammates, talking through an idea, or just taking a well-earned break.