Officer/Senior Officer, Client Experience

Department: Business Development and Client Engagement

Employment Type: Full Time

Location: Remote

Description

About ImpactAssets Services

ImpactAssets is the leading impact investing partner for individuals, families and philanthropists seeking to effect real change for people and planet. Bold yet pragmatic in our approach, ImpactAssets’ creativity and investment expertise ignites a deeply personal impact investing journey for clients - while we manage the complexities. Founded in 2010, ImpactAssets’ mission is to increase flows of capital to impact investing. Together, with our clients, we are catalyzing investment capital into mission driven business models solving the worlds’ biggest challenges.

The result? A fast growing, dynamic organization with more than $3 billion in assets under management and an activated community of 1,900+ clients.

ImpactAssets Services is an affiliate of ImpactAssets. Impact Assets also is the parent of ImpactAssets Capital Partners, PB LCC, thereby an affiliate of ImpactAssets Services. Together, we have a combined powerhouse of talent, expertise, and service to support a high level of growth and vision.

*ImpactAssets Services is not a 501(c)(3) organization.

The Opportunity
As an Officer/Senior Officer of Client Engagement, you will be an active champion of our mission, working with a diverse portfolio of clients ranging from high net-worth individuals and family office clients to foundations and corporations. This pivotal role combines strategic client management, exceptional client service, a sophisticated approach to consultative selling, all aimed at expanding our client’s impact. This role is a full time, remote position and can work from anywhere in the US with work hours aligning with Eastern Standard Time (9-5:30 with some flexibility). As a remote, people-first culture, we care deeply about our team members’ connections to one another. Travel 8 - 10+ times per year will be required, including in-person team meetings and meeting with clients.

Key Responsibilities

We value diverse skill sets and recognize that candidates may specialize in certain areas while needing training in others; we encourage applications from individuals who possess experience in at least half of the areas of responsibility outlined below.

Client Relationship Management & Service Excellence
- Build and nurture long-term, trusted relationships with existing clients. Serving as the main liaison between the organization and a portfolio of clients, you will ensure client needs are met with excellence and anticipate opportunities for deeper collaboration.
- Lead and streamline the client onboarding process, working in tandem with Business Development Officers to ensure a smooth and welcoming experience from initial contact through full engagement. This includes guiding clients through documentation requirements, digital tools, and portfolio setup.
- Proactively schedule and organize client meetings, account reviews, and educational touchpoints to keep the client informed and engaged. This includes developing and presenting presentations and reports that cover account reviews, performance summaries, and service metrics.
- Deliver world-class service including seamless communication, timely reporting and proactive problem solving. You will act as both the client’s advocate internally, collaborating and coordinating across internal teams to ensure timely and accurate delivery of services while monitoring service quality and the organization's advocate externally, balancing the needs of the client and the constraints of internal processes and capacity.
- Drive process improvements by continuously assessing and refining client engagement workflows, onboarding processes and service delivery. You will identify areas of efficiency gain and work cross functionally to implement best practices across the client experience and internal operations.
- Leverage the CRM system to manage client interactions, track progress through the sales and onboarding funnels, and maintain comprehensive client profiles and engagement notes. You will ensure data accuracy and completeness to support customized client engagement and team-wide reporting.

Strategic Engagement

Work closely with clients to understand their impact goals, financial goals, and risk tolerance. You will develop and implement customized engagement strategies that align our offerings with their unique requirements.
Leverage your expertise in impact investing and deep understanding of client needs to identify new opportunities for engagement. Through a consultative approach, you will educate clients on our offerings, consistently demonstrating value and expanding trust.
Continuously monitor client feedback and trends, ensuring strong feedback loops with our leadership, product, client service, and marketing teams.
Use your client relationships and market insights to identify new investment opportunities, networks and partnerships that align to the organization’s impact and growth strategies.
Act as a brand ambassador at conferences, events, and in client meetings.

Qualifications

Education and Experience:

Minimum 10 years of working in consultative sales environments with large accounts or family offices; Bachelor’s degree in related field; OR equivalent combination of education and experience.
Strong individual sales capabilities with a proven track record of success.
Familiarity with impact investing and/or values-aligned investing across asset classes preferred.

Knowledge and Skill Requirements:

Exceptional relationship-building and communication skills, including the ability to quickly build rapport with clients and prospects and adapt messaging across audiences
Experience in philanthropy or impact investing sector and willingness to understand both
Strategic thinker with the ability to design, create and deliver engagement plans and presentations tailored to the audience needs
Energetic and organized individual: highly attuned organizational skills, attention to detail, professional demeanor, ability to work independently and prioritize competing demands 
High level of professionalism, integrity, and discretion in handling confidential information
Excellent customer service, written and verbal communication skills
Proficiency with Microsoft 365 applications including Excel, PowerPoint, Word, Teams required
Proficiency with CRM and cloud-based collaboration tools Box and Asana preferred
Experience working in a virtual working environment preferred
Knowledge and passion for using investing as a means by which to engender social or environmental impact

Benefits and Perks

Unique benefits, including virtual work stipend and contribution to employee’s own Donor Advised Fund
Competitive total compensation, including discretionary bonus, 401(k) plan, and generous time off plan
Comprehensive benefits package including full health and wellness coverage, professional development funding, and generous paid family and parental leave
Opportunities for training and career development in a fast-paced, progressive organization
Values-driven culture

ImpactAssets is an Equal Opportunity Employer. We know our organization is at its best when we include, celebrate and embrace difference. We strive to be a diverse workforce that is representative of our mission, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives!