Client Success Director, Ascend Family Office
LOCATION
New York, NY (hybrid work - required to be in office 2-3 days/week)
ABOUT THE ROLE
Ascend Interplay is a multi-family office seeking to grow our member services team. The ideal candidate is acutely organized and well-versed in prioritizing a variety of tasks and projects, working alongside internal investment and operations teams to address client needs and drive progress. A detail-oriented and proactive mentality is critical in delivering tailored solutions to each member family, applying thoughtful analytical and communication skills against a dynamic, goal-driven environment.
WHAT YOU’LL DO
Serve as primary and/or secondary point of contact for family principals, bridging internal teams, vendors, and custodians to provide an unparalleled, high-touch experience that anticipates and exceeds client expectations.
Prepare for and conduct weekly meetings with member families; take ownership and drive forward ad-hoc projects for families.
Advise families on applicable tax strategies, estate planning strategies, and insurance strategies, coordinating with domain experts as needed.
Collaborate with investment team on customized asset allocation and cash management plans, from formulation to execution.
Monitor portfolio investment progress and performance, and coordinate with operations team in reporting process and delivery to families.
Contribute to our business development efforts, including onboarding of new families and expanding client service offering.
Monitor and abide by compliance guidelines within SEC requirements to safeguard both the firm and its clients.
WHO YOU ARE
A self-starter and motivated to learn. You get things done, find a way around walls and pursue excellence.
A versatile problem solver who can handle a multitude of responsibilities and is not afraid to get their hands dirty.
A highly organized and capable multi-tasker, managing priorities and deadlines while maintaining high quality and professionalism.
An empathetic listener who builds genuine, trust-based relationships with clients, understanding unique needs and constraints.
A team player with excellent interpersonal skills, open to receiving and providing constructive feedback.
An effective communicator, displaying comfort and confidence when interacting with high-profile clients, senior leadership, and cross-team colleagues.
REQUIRED SKILLS
A strong understanding of financial markets, investments, and financial planning.
7+ years of proven experience in client success, client service, or a similar role.
High emotional intelligence (EQ) and extroverted social skills are essential.
High degree of familiarity with client relationship management and customer service best practices.
Excellent communication, negotiation, and presentation skills.