Senior Associate, Client Experience

About the role

Arch operates as a financial technology company focused on streamlining the management of private asset classes, including hedge funds and venture capital investments, for institutional and high-net-worth investors. The firm is looking for a committed professional to take ownership of client accounts following the initial onboarding phase, ensuring sustained satisfaction and deepening platform engagement. This position provides a significant opportunity to shape the evolving service strategy and operational playbooks as the organization continues to scale its footprint in the alternative investment space. The successful candidate will act as a primary steward of the client relationship, bridging the gap between complex financial data and user experience.

Key facts

What you'll do

• Orchestrate and lead recurring strategic check-in meetings with key stakeholders to assess satisfaction levels, gather qualitative feedback, and identify evolving requirements for alternative asset portfolios.
• Maintain meticulous account records and comprehensive interaction logs within the Customer Relationship Management system to ensure a single source of truth for all client touchpoints.
• Conduct systematic audits of client account data to verify integrity, proactively identifying and resolving discrepancies related to capital account balances, transaction histories, or entity structures.
• Design and facilitate structured training workshops and onboarding refreshers aimed at accelerating user proficiency, driving feature adoption, and reducing reliance on reactive support channels.
• Monitor and analyze leading indicators of churn risk - such as login frequency decay, support ticket sentiment, and asset concentration shifts - to deploy targeted retention interventions.
• Manage the end-to-end renewal lifecycle, including the preparation of updated service agreements, pricing confirmations, and compliance documentation, ensuring all deadlines are met well in advance.
• Proactively identify expansion opportunities within existing accounts by mapping unmet needs to platform capabilities, such as additional fund coverage, enhanced reporting modules, or API integrations.
• Curate and distribute release notes and product update communications tailored to specific client segments, translating technical changelogs into tangible workflow benefits.
• Process and validate ongoing data feeds received from institutional custodians, fund administrators, and prime brokers, ensuring timely and accurate reflection of capital calls, distributions, and NAV updates.
• Provide flexible coverage during critical period-ends or high-volume periods, including occasional evenings and weekends, to uphold stringent Service Level Agreements for institutional clients.

Requirements

• Bachelor's degree in Finance, Business Administration, Economics, or a quantitatively rigorous related discipline.
• Minimum of one year of professional experience in a client-facing relationship management, account management, or client success capacity, preferably within B2B SaaS or financial services.
• Exceptional interpersonal acuity and polished verbal communication skills, with the ability to explain complex financial mechanics to non-technical stakeholders.
• Demonstrated obsession with accuracy and a structured, methodical framework for diagnosing and resolving operational ambiguities.
• Proven ability to operate effectively in a high-velocity, collaborative startup environment where priorities shift rapidly and autonomy is expected.
• Strong organizational discipline with the capacity to manage a high volume of concurrent account portfolios without degradation in service quality.
• Working proficiency with modern CRM platforms (e.g., Salesforce, HubSpot, Attio) and advanced spreadsheet modeling (Excel/Google Sheets).

Nice to have

• Direct professional experience within family offices, registered investment advisors, wealth management divisions, fund administration firms, or public accounting practices focused on alternatives.
• Functional fluency in private fund mechanics, including the interpretation of Schedule K-1 tax packages, capital call notice workflows, Internal Rate of Return (IRR) methodologies, and recallable distribution provisions.
• Proficiency in SQL for ad-hoc data investigation and reporting, or a strong demonstrated aptitude and eagerness to acquire query-writing skills quickly.
• Academic concentration or professional certification (CPA, CAIA, CFA Level I+) in Accounting, Finance, or Financial Engineering.

Skills & tools

• CRM Platforms (Salesforce, HubSpot, or equivalent)
• Advanced Data Management & Reconciliation
• SQL (Preferred for data querying)
• Microsoft Excel / Google Sheets (Advanced: Pivot Tables, VLOOKUP/XLOOKUP)
• Client Success Methodologies (QBRs, Health Scoring, Playbooks)
• Alternative Asset Data Structures (Capital Accounts, Waterfall Calculations)

Practical notes

• This position mandates daily onsite presence at the company headquarters located at 199 Water Street in the Financial District of New York City.
• The company provides a daily catered lunch program for all team members working from the office.
• The role sits within the Operations team, reporting directly to leadership responsible for the post-sale client lifecycle.
• Visa sponsorship availability is not explicitly stated in the source material; candidates requiring work authorization should inquire directly during the application process.
• Equity compensation is included as part of the total package, aligning employee incentives with the long-term growth trajectory of the firm.