Pinnacle Fund Services Looking for Client Relationship Manager at Toronto, ON Full Time

Pinnacle Fund Services (Pinnacle) is a privately-owned company headquartered in Vancouver, that provides high quality accounting and administrative services to hedge funds, private equity funds, and other investment funds in Canada, the United States and internationally. Pinnacle provides clients with responsive service and provides employees with a dynamic workplace and career growth potential. To deliver service to our growing client base, Pinnacle is seeking outstanding candidates for Client Relationship Managers in Vancouver, BC or Toronto, ON.

Job Description

The client relationship role is focused on facilitating and coordinating the onboarding of new clients to ensure that the process is successful, and that the new clients and key employees are supported and satisfied. The role includes a compliance component to ensure the company is following policies and advising on possible risks.

Client Relationship

Build relationships with key employees and business partners

Build relationships with new clients and maintain relationships with existing clients

Create plans to address business needs and improve the client experience.

Address or escalate to the relevant departments client concerns and complaints

Maintain internal CRM database applications and keeping system up to date

Develop and maintain client newsletter and co-ordinate content with departments.

Client Onboarding

Document and outline the Coordinate and lead meetings with new clients and act as point of contact between new clients and key employees

Ensure both the new clients and key employees adhere to requirements and procedures

Draft service agreements with the use of relevant templates in accordance with fee proposals

Review new clients’ structures and corporate documents and assess initial business risk

Work with the operations team to ensure communication channels are working well with new clients and expectations are being properly managed

Follow up on outstanding items and coordinate internal meetings with relevant teams to ensure items are dealt with in a timely manner

Update key employees on the status of new clients onboarding

Establish and maintain 30/60/90 day feedback meetings with new clients

Work with existing clients launching new funds and products and onboard those in accordance with the prescribed procedures.

Client Scorecard

Work with management to develop client scorecard

Work with IT to develop, track and build reports

Ensure teams complete scorecard on a prescribed basis

Implement changes to relationship based on results of scorecard

Business Development

Rollout of new services to existing clients

ESG services, PowerBI reporting, Client portal

Update marketing materials:
Proposal software and content

Website content and updates

Lead initial sales calls and schedule demonstrations

Help develop and implement strategy on building out family office business line

Client Projects

Work with team leads to identify client projects

Manage deliverables and timelines

Follow up after implementation and assess performance

Compliance Support

Perform background checks on relevant client-related parties.

Update risk rating and profile for clients.

Assist the VP Compliance with the company’s compliance program

Assist the VP Compliance with internal and regulatory reporting requirements

Assist the VP Compliance with the review and update of existing policies and procedures.

Requirements and Skills

• Experience as Client Relations Manager or background in customer service
• Industry knowledge (Fund Administration, Hedge Funds, Private Equity Funds)
• Excellent interpersonal skills
• Proficient in MS Office
• Previous experience in investor services / registrar and transfer agent with experience in implementing AML procedures is a plus
• Problem-solving aptitude with the ability to perceive, understand and interpret facts quickly and precisely
• Ability to work well with a team
• Background in fund accounting a plus
• Must be well organized and controls-driven
• Solid time management skills, the ability to multitask and see the big picture

Position type: Permanent full-time

Location: Vancouver, BC or Toronto, ON