Client Experience Strategist

Client Experience Strategist

We are looking for a Client Experience Strategist to nurture and expand our client relationships. In this role, you will be responsible for post-onboarding account management, ensuring clients receive the highest level of service and support. You'll be an early employee who can help shape and grow our company and approach to Client Success as we expand and scale our reach to new users.

Key Responsibilities:

Your responsibilities will include:

• Post-Onboarding Client Management
  • Conduct regular check-in meetings with clients to assess their needs and satisfaction.
  • Maintain comprehensive client records and notes in our CRM system.
  • Monitor client accounts for data quality issues and promptly address any discrepancies.
  • Provide training to end user groups to ensure deep product understanding and adoption.
  • Track and analyze factors influencing client churn and work to mitigate risks.
  • Manage client renewal processes, ensuring timely discussions and contract updates.
• Account Growth and Expansion
  • Identify opportunities for contract expansion across new feature sets and/or broader firm adoption.
  • Proactively identify and escalate client feature requests to the relevant teams.
• Client Communication
  • Keep clients informed about product updates, enhancements, and new features.
  • Foster and maintain strong, long-term relationships with clients.
• Data Management
  • Process ongoing updates from clients and various institutional data sources
  • Support periodic evening & weekend work as part of our operating rhythm to meet client SLAs

Skills, Knowledge and Expertise

Reach out to us if you:

• Have a bachelor's degree in business, finance, or a related field.
• Have 3+ years of experience managing client relationships.
• Possess exceptional communication and interpersonal skills.
• Posses strong problem-solving abilities and attention to detail.
• Have the ability to work collaboratively in a fast-paced, dynamic environment.

Bonus points if you:

• Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field
• Are familiar with the terms capital calls, IRRs, recallable distributions, or K-1s
• Know SQL or want to learn
• Have taken finance or accounting courses

A Note about us:

Most of our full-time roles are based onsite at our New York City office, where our team thrives on in-person collaboration and dynamic teamwork. Being onsite daily 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. If a role is open to Boston, it will be listed explicitly in the job location.

We encourage applicants who are located in or open to relocating to the listed location to apply and join us in this hands-on, collaborative environment

Some perks of working for Arch include:

• Strong Team - You'll be backed by a strong team that consistently exceeds client expectations and ships new products quickly.
• Your work is high impact - Being part of a small team means you have real responsibility and impact from day one. You'll be involved in discussions that drive the growth and direction of our platform from the very beginning.
• Product Market Fit - We have strong product market fit, exceptionally low churn, and have grown mostly organically through word of mouth.
• Team community and camaraderie - We have enormous trust in each other and always do what we can to support one another. We're always ready to step in to help.
• Great office - we've invested in a great space for the Arch team to come together, at 18th and Park in Manhattan (the old Buzzfeed / NYT headquarters).
• Lunch is on Us - Grab lunch on us while you're in the office and take a break to laugh, brainstorm, or just hang out with your teammates over a meal.