​Manager, ​Client Relationship Management

About the role

The Manager of CRM will develop and manage relationships with clients such as asset managers, financial advisors, broker-dealers, and wealth management platforms, ensuring excellent service and retention. This role focuses on overseeing operational and strategic client needs, providing expert knowledge of retail alternative investments, and acting as the primary contact for issue resolution.

Responsibilities

• Develop and manage relationships with clients, including asset managers, financial advisors, broker-dealers, and wealth management platforms, ensuring high levels of client satisfaction and retention.
• Oversee service activities and support for a designated group of clients, addressing both tactical and strategic operational needs.
• Provide expert-level knowledge of retail alternative investments (such as interval funds, non-traded REITs, BDCs, closed-end funds, and tender offer funds) and product offerings to guide clients and help them make informed decisions.
• Act as the primary point of contact to resolve service issues, technical problems, and escalate incidents when necessary, ensuring quick and effective solutions.
• Act as a key liaison between internal operational teams and clients, ensuring accurate and timely resolution of inquiries and issues.
• Collaborate with cross-functional teams (sales, compliance, fund accounting, technology, billing, legal) to ensure seamless service delivery, enhanced service offerings, and continuous client support.
• Demonstrate the value of SS&C’s support offerings to clients, identifying opportunities for expanded support business.
• Manage and lead teams or individuals to ensure that service objectives are met and the department delivers quality performance.
• Stay updated on SEC, FINRA, and state regulations related to alternative investments, ensuring that the company’s services remain compliant and align with industry standards.
• Utilize analytical and technical skills to monitor performance, interpret data, and manage reporting on investor flows, NAV calculations, and fee structures.
• Develop and implement procedures to optimize service delivery, reduce client downtime, and lower support costs.
• Participate in business development efforts and support strategic growth initiatives by identifying client needs and proactively offering tailored solutions.

Requirements

• Bachelor’s degree or equivalent work experience.
• 5+ years of experience in financial services, with a strong preference for experience in transfer agency, investor servicing or wire houses.
• Strong understanding of alternative investment products, distribution channels, and investor servicing processes.
• Experience working with wirehouses, independent broker-dealers (IBDs), registered investment advisors (RIAs), and intermediary platforms such as iCapital or CAIS.
• Knowledge of regulatory requirements impacting retail alternative investments, including SEC, FINRA, and applicable state regulations.
• Experience with operational processes related to interval funds, non-traded REITs, BDCs, and other alternative investment structures.
• 3+ years of experience leading teams, managing associates, or serving in a supervisory role.
• Strong leadership, collaboration, and communication skills with the ability to build relationships with clients, internal partners, and cross-functional teams.
• Strong problem-solving skills with the ability to analyze issues, prioritize effectively, and drive timely resolutions.
• Able to manage multiple priorities, meet deadlines, and work effectively in a fast-paced, team-oriented environment.
• Strong organizational skills with the ability to coordinate resources and support client deliverables.
• Able to communicate complex operational processes clearly to both technical and non-technical audiences.
• Experience with fund administration platforms, transfer agency systems, reporting tools, and Microsoft Office applications, including Excel, Word, and Outlook.
• Ability to quickly learn and adapt to new systems, processes, and business requirements.

Qualifications

• Strong analytical and technical skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office applications.

Skills

• Client relationship management.
• Strategic planning and execution.
• Technical problem solving.
• Regulatory compliance.
• Team leadership and management.

Benefits

• Comprehensive total rewards package including medical, dental, and vision coverage; a 401(k) plan with company match; paid time off, holidays, and parental leave; and professional development reimbursement opportunity.
• Discretionary bonus and/or equity awards, such as restricted stock units or stock options, based upon individual and business performance at the company’s discretion.

Pay

• Colorado: The expected base salary for the position is between $70,000 USD to $130,000 USD.
• Massachusetts: The expected base salary for the position is between $115,000 USD to $165,000 USD.

Schedule

• Hybrid schedule available.