VP, Client Service Lead West

About the role

This leadership role is responsible for driving a best-in-class client experience across the firm by leading client service teams, partnering with advisors, and overseeing key operational processes. The ideal candidate brings deep RIA and custodial platform expertise, a proven track record of developing high-performing teams, and the ability to lead strategic initiatives that improve service delivery, scalability, and operational efficiency. Success in this role requires strong relationship-building skills, a data-driven mindset, and the ability to collaborate effectively across advisors, leadership, and cross-functional partners to deliver exceptional outcomes for clients.

Client Experience and Service Standards

• Commitment to delivering a consistent, high-quality client experience across every interaction and touchpoint
• Ability to set, communicate, and enforce service standards with teams, holding staff accountable to the client experience the firm expects
• Understanding of what clients need at each stage of the relationship and how CS professionals can own that experience proactively
• Track record of building teams that take ownership rather than execute tasks, with the judgment to act on behalf of advisors and clients independently

Advisor and Cross-Functional Partnership

• Ability to build strong working relationships with advisors and their teams, serving as a trusted partner on client service matters
• Experience collaborating across functions, including investment, compliance, technology, and operations, to resolve issues and deliver on client needs
• Comfort representing Client Services in cross-functional settings and communicating the team's work, standards, and needs to leadership and partners
• Skill in managing competing priorities across advisory teams while maintaining consistent service delivery standards
• Experience supporting advisor integrations or onboarding, including familiarity with the operational workflows, timelines, and coordination required to bring an advisory team onto a new platform and service model

Operational Expertise

• Expert-level knowledge of custodial platforms: Schwab, Fidelity, and Pershing, including account structures, transaction processing, and escalation management
• Deep understanding of RIA client service operations: account onboarding, money movement, and regulatory requirements
• Familiarity with alternative investment subscription document processing, including outside manager requirements, account eligibility, and access across custodial and private investment portals
• Proficiency in Salesforce and CRM systems, including workflow design and reporting

Leadership and People Development

• Demonstrated experience managing client services teams with accountability for performance, development, and service delivery standards
• Ability to develop managers and frontline staff through structured coaching, feedback, and individual development planning
• Give direct feedback, and address performance issues constructively
• Track record of building accountability structures and holding teams to consistent standards across locations or functions
• Collaborative working style with the credibility to influence peers and cross-functional partners without direct authority
• Experience building and delivering training programs for client services staff

Strategic and Operational Thinking

• Ability to identify systemic gaps, design solutions, and drive implementation across teams or regions
• Project management capability: experience running structured, multi-phase programs with defined milestones, owners, and reporting cadences
• Data-driven approach to performance management: able to interpret metrics, identify trends, and translate findings into action
• Experience contributing to or leading firm-wide initiatives that required cross-functional coordination
• Experience owning or contributing to an operational playbook, including building integration frameworks, training curricula, process templates, and handoff standards that scale across engagements
• Ability to manage multiple concurrent initiatives with overlapping timelines, maintaining quality and accountability across each

Communication and Stakeholder Engagement

• Strong written and verbal communication skills with the ability to represent Client Services to advisors, leadership, and external partners
• Comfort with difficult conversations at the team, peer, and senior stakeholder level
• Ability to present complex operational topics clearly and with authority
• Experience engaging founders, senior advisors, or executive stakeholders with credibility, communicating the CS model, service standards, and integration expectations in a way that builds confidence and trust

Benefits

• Competitive salary
• PTO & paid holidays
• 401(k) with match
• Exclusive discount programs
• Health & wellness programs