Client Experience Strategist

About the role

This position is focused on post-onboarding account management and is owned by the individual in this role to nurture and expand client relationships across the portfolio. The hire will conduct regular check-in meetings with clients to assess their needs, satisfaction, and strategic alignment with Arch's platform. They will maintain comprehensive client records and notes within the CRM system to ensure continuity and context for every interaction. A core responsibility is monitoring client accounts for data quality issues and discrepancies, then addressing these concerns promptly and proactively. The successful candidate will provide training to end user groups to ensure deep product understanding, adoption, and realized value. They will track and analyze factors influencing client churn, developing strategies to mitigate risks and improve retention. Additionally, this role owns the management of client renewal processes, ensuring timely discussions, feedback collection, and contract updates.

Key facts

What you'll do

• Conduct regular check-in meetings with clients to assess their needs, satisfaction, and strategic objectives.
• Maintain comprehensive client records, notes, and interaction histories within our CRM system for visibility and continuity.
• Monitor client accounts for data quality issues and discrepancies, escalating and resolving them with urgency.
• Provide training to end user groups to ensure deep product understanding, effective adoption, and maximum value realization.
• Track and analyze factors influencing client churn, identifying risk indicators and implementing mitigation strategies.
• Manage client renewal processes, including facilitating timely discussions, gathering feedback, and coordinating contract updates.
• Identify opportunities for contract expansion across new feature sets and broader firm adoption based on usage patterns.
• Proactively identify, document, and escalate client feature requests to the relevant internal teams for consideration.
• Keep clients informed about product updates, enhancements, new features, and relevant industry insights through structured communications.
• Foster and maintain strong, long-term relationships with clients built on trust, transparency, and consistent value delivery.
• Process ongoing updates from clients and various institutional data sources with accuracy and attention to detail.
• Support periodic evening and weekend work as part of our operating rhythm to meet client service level agreements.
• Collaborate cross-functionally with internal stakeholders to resolve client issues and drive successful outcomes.
• Act as a trusted advisor to clients, aligning platform capabilities with their evolving investment management needs.
• Document best practices, use cases, and success stories to inform broader client success initiatives and product development.
• Contribute feedback and insights from client interactions to influence product roadmaps and strategic priorities.
• Ensure all client communications are clear, professional, and aligned with Arch's brand and service standards.
• Demonstrate ownership of client outcomes, driving adoption, satisfaction, and retention through consistent engagement.

Requirements

• Hold a bachelor's degree in business, finance, or a related field.
• Have 3+ years of experience managing client relationships in a professional services or financial services environment.
• Possess exceptional communication and interpersonal skills, with the ability to convey complex concepts clearly.
• Demonstrate strong problem-solving abilities and meticulous attention to detail in all deliverables.
• Exhibit the ability to work collaboratively in a fast-paced, dynamic, and growing organizational environment.
• Show comfort in managing multiple priorities and shifting deadlines while maintaining a high standard of work.
• Bring a professional demeanor and a commitment to ethical conduct in all client interactions.
• Have the resilience and adaptability required to thrive in a scaling startup environment with evolving processes.

Nice to have

• Previously worked in wealth management, a family office, fund management, accounting, or a related financial field.
• Familiarity with terms such as capital calls, IRRs, recallable distributions, or K-1s.
• Knowledge of SQL or a demonstrated interest in learning SQL to support data tasks.
• Completion of finance or accounting courses that provide foundational knowledge relevant to the role.

Practical notes

This is a full-time role based onsite at our New York City office. Our team thrives on in-person collaboration and dynamic teamwork, which enables us to build strong connections, move quickly, and deliver exceptional service to our clients. For select roles, we are also open to candidates based in Boston, and candidates located in or open to relocating to the listed location are encouraged to apply. There are no travel requirements, visa sponsorships, or published deadlines currently associated with this posting.