Client Relationship Officer

About the company:

Founded in 2016, Pennington Partners is building a leading financial services holding company and solutions-oriented platform serving the world’s most successful entrepreneurs and their families.

Pennington’s culture is vibrant, smart, tireless, and iconoclastic. We are intellectually curious and strive to challenge ourselves every day. We are an ensemble of the best and brightest professionals with multi-disciplinary backgrounds. We like to challenge assumptions and welcome new ideas. Our people are collegial but self-reliant. We value independent judgement as much as intellect and look for people who tend to do the right thing first, can work with limited guidance, but who also know how to ask for help. While the firm is building increasing scale and institutional character, we value our entrepreneurial culture and flexibility.

About the role:

The Client Relationship Officer position is one of the most critical, if not the most critical, open roles in the organization. This role is the face of Client Service excellence and engagement with our Operating Partner Families & LPs and have responsibility for the creation and delivery of monthly performance reporting, management of monthly meetings as well as diligent follow up on any action items. Driven by data and metrics, this person will ensure the high levels of engagement with our Operating Partner Families & LPs that are critical for the firm as we continue to scale. This role will be a direct report of Pennington’s Director of Operations.

This individual will take great pride in bringing alternative ways to enhance the lives of our Operating Partner Families as well as their wealth and long term success. They understand how clear, concise communication combined with reliable execution and follow through play an important part of our success as a firm. This role will bring with it someone who has a proven track record of utilizing successful CX strategies within the Private Wealth Management, RIA or Multi-Family office industries. Working with some of the most successful families in the country brings with it a commitment to Client Service excellence.

What you’ll do:

• Manage the day-to-day interactions as the Client Service owner of Pennington’s Operating Partner Families and LPs.
• Work with the Director of Operations to define and implement both KPIs for the Client Service function as well as collect and measure feedback from our Operating Partner Families & LPs that will inform our engagement model.
• Work directly with the Market Leadership Team in their market to design and implement Client Service processes that will drive high levels of engagement.
• Have input into both the client experience road map and performance reporting processes that add value to our Operating Partner Families & LPs.
• Work alongside and with the Investment and Portfolio Management teams, promoting and managing Operating Partner Family & LP expectations that drive long term business results through retention.
• Work cross functionally with colleagues from Finance, Operations and Compliance to ensure we are executing the billing process seamlessly
• Prepare client subscription and redemption documents related to alternative investments.
• Interact with the different custodial platforms that Pennington has a relationship with (Schwab, Fidelity & Pershing) to execute client service requests and orders.

What we’re looking for:

• A minimum of 2 years of proven experience managing a Client Service team at a Private Wealth Management firm, Private Bank, RIA, Multi-Family Office, Independent Broker/Dealer or wirehouse, ideally working with the UHNW client base.
• A minimum of 3-5 years of total experience in Client Service or adjacent functions, preferably at a Private Wealth Management firm, Private Bank, RIA, Multi-Family Office, Independent Broker/Dealer or wirehouse.
• Bachelor’s degree in business administration, or related field, from a top College or University; Advanced degree or MBA is preferred but not required.
• Demonstrable competency in strategic planning, business process implementation and business development.
• Outstanding organizational and leadership abilities and personal integrity.
• A solid grasp of the various technologies (CRM, RIA Custodial Platforms, Portfolio Management & Performance Reporting) that are used to service our Operating Partner Families & LPs.
• Strong aptitude in applying that technical knowledge to create business process that drives efficiency and innovation in the way we serve our Operating Partner Families & LPs.
• Aptitude in data analysis, business intelligence, performance metrics, data-driven decision making and problem-solving.
• Ability to diagnose problems quickly and pattern recognition to provide foresight into potential issues.
• A team-player and leader who personally believes in, and is willing to champion, the Core Values of the firm.

What You’ll Get.

We offer competitive and comprehensive benefits to help you prioritize your wellness and your career development. Working with a company that leverages our Core Values: Developing One’s Greatest Potential, Thinking Big, Client Obsession, Tikkun Olam (Repair Our World).

• Salary - Competitive compensation (base salary + target bonus)
• Benefits - Robust benefits package with a choice of PPO Health Insurance Plans covering medical, dental, vision, disability, and group term life insurance with 100% of the employee’s premium paid by us. Optional HSA Plan, with a $600 employer contribution. 401K Plan with employer match, commuter parking benefit, cell phone reimbursement.
• Health & Wellness – $100/month stipend to use on the choice of fitness, meditation classes, meal kits, CSA, and more. Oura Ring welcome gift and one-year subscription to the Oura Ring app, and Pennington welcome swag! Worldwide emergency travel assistance coverage.
• Paid Time Off - 15 days PTO, unlimited sick leave, bereavement leave, 11 federal holidays and 3 floating holidays. Paid maternity and paternity leave for biological and adoptive parents, plus the option to work from home after paid leave ends to extend time with your growing family, and a $4,000 childcare stipend to help you transition back to work.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Pennington Partners to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, or related conditions), national origin or ancestry, age, disability, veteran status, uniformed servicemember status, sexual orientation, gender identity, status as a parent, genetic information (including testing and characteristics), or any other characteristic protected by applicable federal, state, or local law. It is Pennington Partner’s policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.