Client Implementation Specialist

About the role

The owns the end-to-end onboarding journey for clients in the Strategic Accounts segment, acting as the primary point of contact for high-touch engagements with decision makers at leading accounting firms, technological channel partners, and financial institutions. This role focuses on forming trusted long-term partnerships by guiding clients through structured onboarding while ensuring a best-in-class white-glove experience that emphasizes relationship building and trust. The hire will operate as a self-starter, managing multiple onboarding workflows independently and proactively solving problems with minimal oversight while balancing execution with cross-functional collaboration. They will contribute feedback to product teams and internal processes, participate in training, and refine onboarding best practices based on real-world implementation learnings.

Key facts

Build and execute tailored onboarding plans with clear milestones and timelines that align with client expectations and internal SLAs.

Serve as a thought partner with clients during account setup and data organization, advising on optimal structures for sophisticated investment data.

Act as a liaison between clients and fund managers to gather, validate, and reconcile account data across multiple sources.

Process ongoing updates from clients and fund sources, ensuring information remains timely and accurate throughout the relationship.

Monitor client data for quality and consistency, proactively identifying and resolving discrepancies before they impact reporting or operations.

Support periodic evening and weekend work as part of our operating rhythm to meet client service level agreements and critical deadlines.

Implement learnings from complex client setups to scale nuances efficiently across the broader client base and improve future onboarding flows.

Train client teams on how to use the Arch platform effectively, driving adoption through clear communication, hands-on guidance, and ongoing check-ins.

Participate in internal team training sessions and contribute to refining onboarding best practices based on evolving client needs and feedback.

Lead onboarding meetings and presentations, delivering a high-touch, relationship-driven experience that reinforces Arch.Co commitment to excellence.

Build trust and rapport with clients through consistent, thoughtful communication and responsiveness to inquiries and concerns.

Maintain detailed client records and notes in our CRM to ensure continuity, context, and visibility for all stakeholders involved in the engagement.

Understand areas for expansion within client or partner organizations, identifying opportunities to deepen relationships and support broader adoption.

Bring 3+ years of experience in project management, implementation, client services, or consulting roles that involve complex stakeholder management.

Demonstrate a self-starter mentality with exceptional communication and interpersonal skills, paired with a proactive mindset that anticipates needs and addresses them before escalation.

Show strong relationship management instincts, particularly when working with high-value or high-touch clients in professional services environments.

Exhibit strong attention to detail and the ability to work independently in a fast-paced environment while managing competing priorities.

Embody a proactive mindset and passion for solving complex challenges, with an eye for storytelling that enhances the client experience and clarifies intricate data scenarios.

Deliver a best-in-class client experience by combining operational rigor with empathy, transparency, and consistent follow-through.

Adhere to Arch.Co standards for documentation, data accuracy, and process execution to ensure reliable outcomes for every client engagement.

Collaborate effectively with cross-functional teams, participating in training and feedback loops that support continuous improvement of products and onboarding methodologies.

Have worked in wealth management, private funds, a family office, or accounting sectors where nuanced understanding of investment structures is valuable.

Be familiar with concepts like IRRs, capital calls, K-1s, or NAV reporting, which are common in private investment reporting and client discussions.

Have experience with SQL or demonstrate a willingness to learn tools that support data management and automation.

This role is based onsite at the New York City office, where daily in-person collaboration enables strong team connections and fast execution. For select opportunities, Arch.Co may consider candidates based in Boston, provided the location is explicitly listed in the job details. Most full-time positions require onsite presence to maintain the dynamic, collaborative culture and ensure seamless client service delivery.

Candidates located in or open to relocating to the listed location are encouraged to apply and join Arch.Co in a hands-on, relationship-driven implementation environment. The company offers strong tea as one of its workplace perks, supporting focus and comfort during busy workdays.