Director, Client Engagement

Department: Business Development and Client Engagement

Employment Type: Full Time

Location: Remote

Reporting To: Chief Growth & Impact Officer

Description

Key Responsibilities

• Lead the client engagement team with a performance-first mindset, setting clear expectations, modeling excellence, and holding a high bar for accountability at every level. 
• Establish the infrastructure and frameworks the team needs to operate and scale. This includes systems, operating rhythms, KPIs (response times, onboarding cycle time, NPS, retention and expansion indicators), and effective use of CRM and other tools. 
• Monitor performance against OKRs and KPIs; conduct regular business reviews and address performance gaps with consistency and follow-through. 
• Set standards for written and verbal client communication excellence; recognize strong performance and address coaching opportunities. 
• Hire, develop, and retain a high-performing client engagement team, building bench strength and clear growth paths across Client Engagement Officers and, as the team scales, specialist roles. 

• Serve as an escalation point for complex client issues, nuanced service requests, and situations requiring judgment beyond standard operating procedures; resolve challenges proactively and coordinate with other senior leaders and executives as needed. 
• Ensure excellent onboarding experience for complex or strategic relationships, working cross-functionally to structure creative service solutions, ensure execution excellence, and drive timely resolution of issues. 
• Establish annual client engagement plans for top tier clients with Client Engagement officers, setting clear cross-selling, retention, and new contribution goals.  
• Lead through influence across the organization; coordinate cross-functionally to ensure seamless handoffs from prospect to onboarding to steady-state servicing; track expansion and improvement opportunities surfaced through client engagement. 
• Build and maintain a centralized, multi-quarter client experience improvement plan that prioritizes service and engagement upgrades, efficiencies, and cross-functional projects. 
• Identify patterns in client needs to inform product development, service design, and organizational priorities. 

• Represent the voice of the client in organizational strategy sessions, contributing perspectives that shape marketing, business development, and product decisions. 
• Act as a trusted internal resource and cross-functional partner across Business Development, Marketing, Legal/Compliance, Investments, and Operations, ensuring client engagement priorities are represented in shared initiatives. 
• Contribute to cross-functional initiatives and client-facing special projects as needed, bringing the same standard of excellence to project work as to core responsibilities. 
• Perform additional responsibilities aligned with the scope of the role. 

Qualifications

• 12+ years of experience engaging with institutional, UHNW, or family‑office clients. 
• Bachelor’s degree in a related field; advanced degree preferred (or equivalent combination of education and experience). 
• Demonstrated experience hiring, developing, and managing client-facing teams, with a track record of building strong relationships and career pathing. 
• Strong working knowledge of public and private market investment terms and concepts, with the ability to speak credibly and translate them for clients at varying levels of sophistication. 
• Substantive experience in impact investing and/or values-aligned investment strategies, with the ability to communicate impact value propositions credibly and compellingly. 

• Demonstrated success managing sophisticated stakeholder relationships coordinating multi‑party deliverables and driving follow-through. 
• Proven ability to engage credibly with both investment professionals and clients on impact and investing topics. 
• A track record of building and sustaining stakeholder relationships across complex ecosystems from institutional and private investors, such as family offices, foundations, endowments, corporates, and/or UHNW. 
• Experience setting and driving team growth goals including cross-selling, retention, and expansion for high-value client relationships. 
• Experience designing and scaling operational infrastructure for a client-facing team, including KPI frameworks, CRM systems, and performance operating rhythms. 
• Ability to analyze client data and insights to inform client engagement strategy. 
• Excellent interpersonal skills and the ability to build trust quickly with sophisticated clients. 
• Able to create and deliver presentations tailored to the audience needs. 
• Able to develop sense of urgency around processing and response timelines. 
• Proficiency with Microsoft 365 applications including Excel, PowerPoint, Word, Teams required.
• Proficiency with cloud-based collaboration tools, such as Box and Asana. 
• Experience working in a virtual working environment  
• Knowledge and passion for using investing as a means by which to engender social or environmental impact.

Benefits and Perks

• Unique benefits, including virtual work stipend and contribution to employee’s own Donor Advised Fund 
• Competitive total compensation, including discretionary bonus, 401(k) plan, and generous time off plan
• Compensation ranges from $220,000 - $250,000 and is highly dependent on experience and location
• Comprehensive benefits package including full health and wellness coverage, professional development funding, and generous paid family and parental leave
• Opportunities for training and career development in a fast-paced, progressive organization 
• Values-driven culture