Client Relationship Manager - Retail Alternative Investments

Job Description

Client Relationship Manager – Retail Alternative Investments

Location: Kansas City, MO; Boston, MA; Braintree, MA; Chicago, IL; Denver, CO; Dublin, OH; Dallas, TX | Hybrid

Get To Know the Team:

The Manager of CRM will develop and manage relationships with clients such as asset managers, financial advisors, broker-dealers, and wealth management platforms, ensuring excellent service and retention. This role focuses on overseeing operational and strategic client needs, providing expert knowledge of retail alternative investments, and acting as the primary contact for issue resolution. The Manager will collaborate with internal teams to deliver seamless service, lead and support team members, and ensure compliance with industry regulations. Strong leadership, client management, and analytical skills are essential to optimize service delivery and support business growth.

Why You Will Love It Here!

· Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans

· Your Future: 401k Matching Program, Professional Development Reimbursement

· Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays

· Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave

· Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees

· Training: Hands-On, Team-Customized, including SS&C University

· Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

• Develop and manage relationships with clients, including asset managers, financial advisors, broker-dealers, and wealth management platforms, ensuring high levels of client satisfaction and retention.
• Oversee service activities and support for a designated group of clients, addressing both tactical and strategic operational needs.
• Provide expert-level knowledge of retail alternative investments (such as interval funds, non-traded REITs, BDCs, closed-end funds, and tender offer funds) and product offerings to guide clients and help them make informed decisions.
• Act as the primary point of contact to resolve service issues, technical problems, and escalate incidents when necessary, ensuring quick and effective solutions.
• Act as a key liaison between internal operational teams and clients, ensuring accurate and timely resolution of inquiries and issues.
• Coordinate and collaborate with cross-functional teams (sales, compliance, fund accounting, technology, billing, legal) to ensure seamless service delivery, enhanced service offerings, and continuous client support.
• Demonstrate the value of SS&C’s support offerings to clients, identifying opportunities for expanded support business.
• Manage and lead teams or individuals to ensure that service objectives are met and the department delivers quality performance.
• Stay updated on SEC, FINRA, and state regulations related to alternative investments, ensuring that the company’s services remain compliant and align with industry standards.
• Utilize analytical and technical skills to monitor performance, interpret data, and manage reporting on investor flows, NAV calculations, and fee structures.
• Develop and implement procedures to optimize service delivery, reduce client downtime, and lower support costs.
• Participate in business development efforts and support strategic growth initiatives by identifying client needs and proactively offering tailored solutions.

What You Will Bring:

• Experience & Knowledge:
  • 5+ years in retail alternative investments, especially in fund administration, or transfer agency operations, or investor servicing.
  • Proven experience in client relationship management with a deep understanding of alternative investment products and distribution channels.
  • Experience with wirehouses, independent broker-dealers (IBDs), registered investment advisors (RIAs), and intermediary platforms (e.g., iCapital, CAIS).
  • Strong knowledge of regulatory compliance, SEC, FINRA, and state regulations specific to retail alternative investments.
  • Solid background in managing client relationships in a financial services or wealth management context.
  • Strong understanding of operational processes related to interval funds, non-traded REITs, BDCs, and other non-traditional fund structures.
  • Experience working within SLA-driven environments with exposure to operational risk and quality management.
• Leadership & Interpersonal Skills:
  • 3-5 years in a managerial or team leadership role, with a focus on managing associates and driving team performance.
  • Proven ability to collaborate with diverse teams across various functions, ensuring effective communication and service delivery.
  • Ability to manage priorities and coordinate resources across cross-functional teams to support client deliverables and resolve complex issues.
  • Strong interpersonal skills with the ability to develop rapport and trust with clients and stakeholders.
  • Excellent communication skills with the ability to convey technical or operational process information to non-technical audiences.
  • Leadership or supervisory roles within a financial operations environment a plus.
• Technical & Analytical Skills:
  • Experience with fund administration platforms, transfer agency systems, and performance reporting tools.
  • Ability to analyze data, interpret investor flows, and work with technical teams to enhance client services.
  • Strong computer proficiency in tools such as Microsoft Word, Excel, and Outlook, with the ability to navigate reporting systems.
• Service Orientation & Problem Solving:
  • Strong service orientation with the ability to listen attentively to clients’ needs and provide timely and effective solutions.
  • Ability to manage multiple priorities, meet deadlines, and handle time-sensitive commitments effectively.
  • Experience managing conflicts and persuading others to achieve positive outcomes.