• Investor Responsiveness: Acknowledge 95%+ of investor inquiries within one business day, ensuring investors receive timely communication and understand when to expect next steps.
• Investor Journey Management: Review assigned investor and prospect activity weekly, including Salesforce history, calls, emails, webinar participation, and other engagement, with 95%+ of relationships requiring action having a documented next step.
• Proactive Investor Outreach: Complete 90%+ of planned proactive outreach by the established follow-up date, including proactive outbound phone calls when appropriate, prioritizing stalled relationships, outstanding needs, and investors who would benefit from additional guidance.
• Investment Process Support: Resolve or meaningfully advance 90%+ of investor service requests within two business days, including account setup, subscription documentation, funding logistics, IRA and custodian coordination, and investor platform questions, excluding delays dependent on the investor or an external party.
• Investor Handoffs: Ensure 95%+ of investors who are ready to proceed receive a documented and timely handoff to the appropriate Investor Relations representative within one business day.
• Issue Resolution: Actively manage 95%+ of assigned investor issues through resolution or confirmed handoff, maintaining clear ownership and documentation until responsibility has transitioned or the issue is resolved.
• Investor Communication: Provide investors with an update at least every two business days when an issue or request remains open and requires continued action, even when a final resolution is still pending.
• Engagement Follow-Up: Complete appropriate follow-up for 95%+ of assigned webinar, event, campaign, and other investor engagement opportunities within two business days, connecting investors with relevant information or educational resources based on their interests and needs.
• CRM Documentation: Document 95%+ of material investor interactions, relationship stages, commitments, and next steps in Salesforce within one business day, maintaining reliable records that support continuity across the Investor Relations team.
• Investor Experience Improvement: Identify at least one recurring investor friction point or process improvement opportunity per quarter and contribute to the implementation or meaningful advancement of at least two investor experience improvements annually.

• Client Focus: Prioritizes the investor experience and consistently approaches interactions from the perspective of what the investor needs.
• Relationship Building: Establishes credibility and develops trusted relationships through consistent, personalized interactions, strong listening skills, and emotional intelligence.
• Initiative: Recognizes what needs to happen next and takes action without waiting for direction. Demonstrates strong organization, attention to detail, and consistent follow-through.
• Communication: Communicates clearly and confidently across phone, email, and other channels while adapting communication to the audience. Demonstrates exceptional phone presence, confidence making proactive outbound calls, and the ability to learn complex processes and explain them simply.
• Judgment: Assesses situations effectively, recognizes what an investor needs next, and makes thoughtful decisions about how to respond, resolve concerns, or involve others.
• Problem Solving: Identifies obstacles, determines practical solutions, and works across teams to coordinate solutions and move issues toward resolution.

• Bachelor’s degree in Business, Finance, Communications, Hospitality, or a related field.
• 7+ years of professional experience in client service, relationship management, investor services, financial services, or another high-touch client-facing environment.
• 3+ years of experience directly managing ongoing client or investor relationships with responsibility for individualized service and follow-up.
• Demonstrated career stability, sustained tenure, and progression into positions of increasing responsibility within client service, relationship management, or a related function.
• Experience using Salesforce or a comparable CRM to manage client relationships, activity, and follow-up, along with comfort using AI and modern technology, including tools such as ChatGPT and Claude, to support research, organization, communication, and follow-up.
• Experience in investor services, wealth management, banking, brokerage, retirement accounts, real estate investing, or another high-touch financial environment preferred.

• Dedicated home office or professional remote work environment.  

• Reliable high-speed internet connection capable of supporting video conferencing and daily business operations. 

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