Client Success Director, Ascend Family Office

LOCATION New York, NY (hybrid work - required to be in office 2-3 days/week) ABOUT THE ROLE Ascend Interplay is a multi-family office seeking to grow our member services team. The ideal candidate is acutely organized and well-versed in prioritizing a variety of tasks and projects, working alongside internal investment and operations teams to address client needs and drive progress. A detail-oriented and proactive mentality is critical in delivering tailored solutions to each member family, applying thoughtful analytical and communication skills against a dynamic, goal-driven environment. WHAT YOU’LL DO

• Serve as primary and/or secondary point of contact for family principals, bridging internal teams, vendors, and custodians to provide an unparalleled, high-touch experience that anticipates and exceeds client expectations.
• Prepare for and conduct weekly meetings with member families; take ownership and drive forward ad-hoc projects for families.
• Advise families on applicable tax strategies, estate planning strategies, and insurance strategies, coordinating with domain experts as needed.
• Collaborate with investment team on customized asset allocation and cash management plans, from formulation to execution.
• Monitor portfolio investment progress and performance, and coordinate with operations team in reporting process and delivery to families.
• Contribute to our business development efforts, including onboarding of new families and expanding client service offering.
• Monitor and abide by compliance guidelines within SEC requirements to safeguard both the firm and its clients.

WHO YOU ARE

• A self-starter and motivated to learn. You get things done, find a way around walls and pursue excellence.
• A versatile problem solver who can handle a multitude of responsibilities and is not afraid to get their hands dirty.
• A highly organized and capable multi-tasker, managing priorities and deadlines while maintaining high quality and professionalism.
• An empathetic listener who builds genuine, trust-based relationships with clients, understanding unique needs and constraints.
• A team player with excellent interpersonal skills, open to receiving and providing constructive feedback.
• An effective communicator, displaying comfort and confidence when interacting with high-profile clients, senior leadership, and cross-team colleagues.

REQUIRED SKILLS

• A strong understanding of financial markets, investments, and financial planning.
• 7+ years of proven experience in client success, client service, or a similar role.
• High emotional intelligence (EQ) and extroverted social skills are essential.
• High degree of familiarity with client relationship management and customer service best practices.
• Excellent communication, negotiation, and presentation skills.

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