Client Technical Services – Vice President / Senior Vice President
iCapital Network is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $70 billion in global client assets invested in close to 750 funds across more than 125,000 underlying accounts.
iCapital was named Solutions Provider of the Year at the 2020 MMI/Barron’s Industry Awards and selected to the 2018, 2019 and 2020 Forbes FinTech 50, a list of the top 50 innovative financial technology companies that are transforming finance through technology.
About the Role
Client Solutions is forming a new group within Investor Relations to provide technical support to its rapidly growing customer base of financial advisors and individual investors, as part of the company’s mission to create a best-in-class user experience. This is a great opportunity for someone with a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment. This is a manager role so candidates must have previous experience hiring, training, and managing employees, in addition to creating a new functional area and establishing procedures and protocols.
Responsibilities
- Respond to technical inquiries from users across iCapital’s platform, including the main site and white label sites for investments, and software for advisor training & education and portfolio analytics.
- Effectively trouble-shoot basic technical issues and escalate complex issues to the Product and Software Development teams, providing timely resolutions.
- Lead demos of iCapital’s software to clients, service providers and other partners.
- Synthesize customer feedback and collaborate with Investor Relations, Technology, and other departments to optimize the user experience.
Qualifications
- Strong interpersonal and communication skills and a client-friendly demeanor
- Ability to meet deadlines and work effectively under pressure
- Proven ability to multi-task and work both independently and as a team player
- Technical expertise including comfort with spreadsheets, business intelligence tools and an understanding of databases (experience with SQL is a plus)
- Bachelor’s Degree, with 10+ years of work experience in a client service or technical support role
- Previous management experience
- Familiarity with alternative investments or wealth management is preferred
Benefits
iCapital offers a comprehensive benefits package that includes a competitive total compensation program consisting of salary, equity for all full-time employees, and an employer matched retirement plan; generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling; and generous paid time off (PTO) featuring unlimited sick time and parental leave.
While we are currently working remotely due to COVID-19, this position will be based in our Greenwich, CT or Princeton, NJ office.
As we plan to re-enter our offices in 2021, iCapital will offer most employees the flexibility to work remotely one to two days a week. Every department has different needs, and some positions will be designated in-office jobs, based on their function.
For additional information on iCapital Network, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc
iCapital Network is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics