Client Success Associate

As a Client Success Associate at Ethic, you will manage the client pipeline by facilitating portfolio proposal requests and communicating effectively with advisors throughout the implementation process. You'll handle daily trading workflows, ensure timely client outreach, and collaborate with Relationship Managers to execute operational onboarding. Your role will include capturing valuable client insights to improve efficiencies and enhance the overall client experience.

To qualify for the Client Success Associate role at Ethic, you should have at least three years of relevant professional experience, preferably in financial services. A bachelor's degree is strongly preferred. Experience interacting directly with clients, along with familiarity working with RIAs, Family Offices, and Custodians, is a plus. Strong organizational skills, a service-oriented mindset, and effective communication abilities with a range of stakeholders are essential.

The work environment at Ethic for a Client Success Associate is dynamic and collaborative. You'll be expected to work from our Tribeca office in New York, NY at least three days a week, with an emphasis on team interactions and meetings, particularly during onboarding. However, as we value flexibility, Ethic also allows regular remote work, ensuring you have a comfortable work-life balance.

For the Client Success Associate position at Ethic, the base salary ranges from $75,000 to $90,000 per year, depending on your experience. In addition to the salary, you will have access to variable compensation based on performance, equity options, and an attractive benefits package covering medical, dental, and vision insurance. Ethic also offers unlimited paid time off, a 401k with sustainable investment options, and paid parental leave.

In the Client Success Associate role at Ethic, you will help clients align their personal values with financial goals by supporting the implementation of sustainable investment portfolios. By maintaining client relationships and facilitating valuable feedback on client experiences, you contribute to Ethic’s mission of promoting sustainable investing practices in the wealth management industry.

A great way to approach this question is to express your passion for sustainable investing and your desire to help clients achieve their financial and ethical goals. Highlight any personal values that align with Ethic's mission and how this role allows you to be a part of that positive change.

Explain that effective prioritization comes from understanding the client's needs while balancing internal deadlines. Share that you rely on organizing tasks in a way that tackles urgent client requests while still providing necessary attention to ongoing projects, ensuring you meet all expectations.

Share a specific example where you identified a problem, formulated a solution, and successfully implemented it. Focus on how your problem-solving skills contributed to client satisfaction and improved the overall client experience, which is vital for a Client Success Associate.

Discuss how you maintain relationships through effective communication, active listening, and building trust over time. Highlight the importance of follow-ups and being proactive in understanding client needs, aligning with Ethic's client success philosophy.

Frame your answer around the importance of empathy and taking accountability. Emphasize that you'd listen to their concerns, acknowledge their feelings, and work together to find a solution. Express that turning a negative experience into a learning opportunity is critical in client success.

Highlight any CRM systems or project management tools you’ve worked with. Discuss how familiarity with these tools has helped you track important client interactions, streamline processes, and contribute to an improved client experience in your prior roles.

Explain your methodology for staying organized, like using checklists, scheduling regular reviews of client activities, or utilizing project management software. Mention that organization is key to success in a high-paced environment like Client Success, ensuring all client needs are proactively met.

Articulate the importance of empathy and effective communication as essential qualities for a Client Success Associate. Being able to understand clients’ perspectives and providing them with tailored solutions fosters a lasting relationship, which is crucial to Ethic's vision.

Share your strategies for staying informed, such as following relevant publications, participating in webinars, or networking with industry professionals. This demonstrates your commitment to personal development and your enthusiasm for contributing to Ethic’s mission in sustainable investing.

Discuss how client feedback provides invaluable insights that can drive improvements in services and offerings. Emphasize the importance of actively seeking feedback to enhance client satisfaction and ensure that Ethic continues to evolve and innovate in the client success domain.