Customer Relations Lead
Company | AngelList |
---|---|
Location | New York, NY, USA |
Salary | $Not Provided – $Not Provided |
Type | Full-Time |
Degrees | |
Experience Level | Senior |
Requirements
- 5+ years of client-facing account management experience, including 2+ years managing a team.
- Operational fluency, ideally in fund administration, financial services, or a similarly complex domain.
- Commercial acumen, with exposure to contracting nuances including repricing and renewal support.
- Proven ability to lead through ambiguity, prioritize ruthlessly, and take initiative to improve or build process.
- Experience managing incidents, communicating with stakeholders, and driving cross-functional alignment.
- Strong judgment and problem-solving skills; you see around corners and act proactively.
- High standards for execution and a bias for action; you don’t just see what’s broken, you take ownership and resolve it.
- Deep empathy for customers and a belief that support should be a strategic differentiator.
- A strategic business mindset to balance competing priorities and navigate the pace of a fast-moving startup.
Responsibilities
- Lead, coach, and manage a team of Account Managers and Associates responsible for GP onboarding, enablement, and lifecycle management across fund types.
- Personally own key customer accounts, engaging with high-value GPs to deliver proactive, strategic support across fund lifecycles.
- Oversee operational execution, ensuring high task throughput, strong SLA adherence during peak seasons, and timely incident resolution.
- Drive GP retention and satisfaction by monitoring key health metrics (e.g., NPS, CSAT, churn) and intervening early to de-risk issues.
- Act as the Incident DRI (Directly Responsible Individual) for customer-impacting issues, coordinating internal teams and driving to resolution with clear external comms.
- Identify and help resolve systemic issues across product, tax, and ops workflows to improve the customer experience and contribute to revenue growth.
- Set the standard for what “great” looks like across every customer touchpoint.
- Co-create a scalable team with the head of function, removing operational obstacles and reducing redundant manual effort, with the goal of improving the ratio of reactive to proactive work.
Preferred Qualifications
- familiarity with venture capital, fund operations, or LP/GP dynamics.