The Role

The Client Engagement & Success Team at Addepar is responsible for the complete post-sales lifecycle of an Addepar client in the family office vertical. Through strategic guidance and partnership, CS&E will ensure clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company!

You will become a trusted advisor to these clients, deeply understanding their business and their needs, and help them improve the value they get from Addepar. This role involves working closely with the Account Manager, cross-functional Product and R&D teams, and Services functions to drive standard methodologies and utilization of the platform. You will be the client’s internal advocate! You will help to ensure an excellent experience, and will gather feedback to aid Addepar building the next generation of customer-focused solutions.

Addepar takes a market-based approach to pay. A successful candidate’s starting pay will be 

determined based on the role, job-related skills, experience, qualifications, work location, and market conditions. The range displayed on each job posting reflects the minimum and maximum target base salary for roles in Colorado, California, and New York.

The current range for this role is $77,000 - $144,000 + bonus + equity + benefits.

Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Additionally, these ranges reflect the base salary only, and do not include bonus, equity, or benefits.

What You’ll Do

• Cultivate long-term relationships with your clients, connecting with key business executives down to the power users using the platform day-in and day-out
• Develop a deep understanding of your single-family office clients’ requirements, industry challenges, and goals, coupled with a strong understanding of how they are using Addepar to increase their adoption, growth, and ensure account retention
• Provide strategic oversight during the entire client journey, including implementation, optimization, growth, renewal and ensure a seamless handover of knowledge and responsibilities where appropriate
• Develop success plans with clients, including agreed-to mutual critical metrics
• Drive adoption of the platform and provide continuing education to clients on the monthly software improvements
• Partner with the Account Manager to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and review product usage patterns or insights
• Confidently discuss opportunities for Addepar services, solutions, and standard methodologies in a way that influences internal and external partners to drive outcomes from pre-sales to post-sales engagement.
• Assist in the identification of new revenue opportunities for the Account Manager and participate in presentations to clients, including but not limited to: new projects, additional Addepar products or partner solutions
• Be the voice of the client to Product Management, Product Marketing, Support,Services, etc. building strong working relationship with each to ensure client success and consistency of contact
• Build and maintain a high level of client happiness and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services
• Evangelize Addepar customer success stories as well as customer success systems and processes; Develop/maintain technical and business knowledge of industry directions and trends.

Who You Are

• 5+ years experience in a Family Office oriented business or environment, preferably, in a client-facing role for financial products or services utilized by family offices and/or UHNW individuals
• Possess a consistent record of translating business needs into technical utilization of available product solutions
• Strong analytical skills and rigor around bringing discipline, rules, thoroughness, consistencies and framework to processes and operations.
• You have technology knowledge that helps you engage and have credibility with product groups within Addepar and clients up to VP/C-level engagements
• Strong verbal and written communication skills
• History of success driving organizational change and adoption efforts
• Experience building and enhancing relationships with key influencers, decision makers, and power users; executive presence and ability to effectively navigate and persuade all levels of an organization
• Strong time management and prioritization skills
• You have handled difficult customers or situations and can demonstrate resolutions
• Must work within a team environment with Addepar Cross-Functional teams: Sales, Account Management, Product, Marketing, Engineering, and Services peers
• Ability to navigate data and people to find answers
• Independent, adaptable and can thrive in a fast-paced environment
• You are open to travel