Director of Customer Success, Ascend Interplay
*Please note that this opportunity is with the Ascend Interplay team (Interplay's multi-family office), not the venture capital team.
LOCATION
New York, NY, USA (hybrid work - required to be in office 2-3 days/week)
WHAT YOU'LL DO
- Serve as the trusted, go-to point of contact for family principals, bridging all internal teams, vendors, and custodians to provide an unparalleled, high-touch experience that anticipates and exceeds client expectations;
- Lead the onboarding of new families, presenting tailored strategies and insights to ensure a seamless process;
- Prepare for and conduct weekly meetings with family principals;
- Make tailored cash management plans in collaboration with the investment team;
- Advise families on advanced tax strategies, estate planning strategies, and insurance strategies in collaboration with domain experts;
- Assist with monthly reporting with the Ops team;
- Coordinate with the external compliance team to ensure full SEC compliance, safeguarding both the firm and its clients;
- Tracking investments in collaboration with the investment team;
- Drive forward other one-off projects for each family based on their unique needs and circumstances;
- Be a critical member of our business development efforts and expand the client services that we offer;
WHO YOU ARE
- A self-starter and motivated to learn. You get things done, find a way around walls and pursue excellence;
- A problem solver and someone who’s not afraid to get their hands dirty;
- A Swiss army knife who can handle a multitude of different responsibilities;
- You are highly organized, capable of managing multiple priorities and deadlines while maintaining a high level of quality and professionalism;
- An empathetic listener who builds genuine, trust-based relationships with clients, understanding their unique needs and pain points;
- Comfortable interacting with high-profile clients and senior leadership, always presenting with confidence and professionalism;
- You are open to receiving and providing feedback;
- You are a team player with excellent interpersonal skills, collaborating effectively with cross-functional teams and building strong relationships;
REQUIRED SKILLS
- 5+ years of proven experience in client success, client service, or a similar role. High emotional intelligence (EQ) is essential;
- An understanding of the financial markets, investments and financial planning;
- Strong understanding of client relationship management and customer service best practices;
- Excellent communication, negotiation, and presentation skills;
PREFERRED SKILLS
- CFA, CFP, CAIA, MBA or equivalent qualifications;
- Prior operating or management experience;
- Project management experience;