Director of Client Experience 

Location: Bay Area or San Diego, CA or Remote (Hybrid option available)

 

About Us 

We’re a fee-only registered investment advisory firm with offices in the Bay Area and San Diego, CA. We serve approximately 140 client households across two found advisors, managing between $250 million and $300 million in assets. We provide comprehensive, relationship-driven financial planning built around four core areas: investment management, tax strategy, estate planning, and risk management.

We are a small, high-trust team and we take the client experience seriously. Every household we work with receives a defined, proactive service model. We are not trying to be the biggest firm. We are trying to be the best firm for the clients we serve, and to build something we are genuinely proud of.

 

The Role 

The Director of Client Experience is one of the most important hires at our firm has ever made. This person is not an administrative assistant. They are the operational and relational engine of the firm, the person who ensures that every client household receives a consistent, proactive, high-quality experience year after year, and who protects the advisors' time so they can focus on planning, relationships, and investment decisions. 

This role sits at the intersection of client service, operations, and relationship management. You will work directly with clients, coordinate with their CPAs and estate planning attorneys, manage custodial transactions across Schwab and Altruist, run quarterly billing and performance report workflows, and own the proactive touchpoint calendar that keeps clients feeling genuinely taken care of.

If you are someone who takes quiet pride in nothing falling through the cracks, who finds deep satisfaction in make a team run smoothly and clients feel cared for, and who wants a role with real ownership in a firm that does meaningful work, this is the right opportunity.

 

What You Will Own 

Client Service and Proactive Communication 

• Own the proactive client touchpoint calendar across all households, ensuring no client goes too long without meaningful outreach.
• Send midyear check-in emails and manage birthday and life event acknowledgments for every client household.
• Draft and send post-meeting follow-up emails capturing discussion summaries, decisions made, and next steps, leveraging Zocks AI notetaking where available.
• Coordinate client gifts and flowers for births, losses, retirements, and major life milestones.
• Manage the annual holiday card process and other firm-wide client communications.
• Send quarterly performance report emails and the annual tax season welcome email to all clients.

Meeting Preparation and Support

• Prepare a pre-meeting brief for every client meeting including account performance summary, open action items, tax snapshot, life events noted since the last meeting, and for Premier clients a private equity update and tax planning considerations.
• Handle all meeting scheduling, calendar management, confirmations, and Zoom link setup.
• For in-office meetings, prepare the meeting room and greet clients.
• Track in-person meeting history for Premier clients and flag the advisor when a client is overdue for a face-to-face visit.

New Client Onboarding

• Own the end-to-end onboarding workflow from welcome email through account setup, document delivery, and first meeting preparation.
• Send the Getting Started email deliver the Client Agreement and ADV via DocuSign.
• Collect client information through PreciseFP, set up CRM profiles in Wealthbox, create Box folders, and add the client to all relevant tracking spreadsheets.
• Coordinate account opening and transfer review with the advisor.
• Send a welcome gift approximately four months after onboarding.

Custodial Account Operations

You will own all non-trading account operations across Schwab and Altruist. All investment strategy and trade execution remains with the advisors. Your responsibilities include:

• Account opening, closing, transfers, and conversions.
• Contributions, withdrawals, rollovers, ACHs, wires, and journals.
• Beneficiary and address updates across custodians, CRM, and insurance policies.
• 529 account applications and withdrawals, DAF accounts, PAL accounts, and custodial account conversions.
• Processing incoming checks with transmittal forms and FedExing to Schwab.
• RMD processing and Roth conversion execution once directed by the advisor.
• Delink accounts and add new accounts to household groups.

Annual Service Workflows

• Beneficiary audit: pull beneficiary data from Schwab and Altruist, cross-reference against the estate plan on file, send clients a confirmation summary, and request written sign-off.
• Insurance review: initiate the annual or biennial insurance review, gather information from clients, flag gaps or outdated coverage, and coordinate referrals to insurance specialists where needed.
• Estate plan review: track document status for every household, flag gaps or outdated documents, and coordinate with online estate planning services or referred attorneys as directed by the advisor.
• Net worth update for Premier clients: send annual data requests, update eMoney upon receipt, and prepare a clean summary for the spring surge meeting.
• Annual tax snapshot: generate the Holistiplan snapshot for every client, organize it, and upload to Box ahead of each client's annual meeting.

Private Equity Administration

• Complete subscription agreements and coordinate client signatures.
• Process capital calls including uploading to Box, coordinating wire requests, and updating the CRM and private equity spreadsheet.
• Coordinate valuation updates with the appropriate parties on a monthly basis.
• Distribute quarterly statements and maintain private equity records in Box.

Quarterly Billing and Performance Reports

• Update private equity values in Orion and EMX ahead of billing cycles.
• Review the Payables Summary for billing consistency and update the Annual Client Fees spreadsheet.
• Generate performance reports in Orion after billing is complete, upload to Box with proper naming conventions, and distribute to clients via mail merge.
• Print and mail paper reports to clients who receive them by mail.

Tax Coordination

• Run the annual tax season workflow including the January welcome email, document collection tracking, and follow-up with clients who have not submitted.
• Coordinate tax invoices paid by the firm. prepare checks for signature, and note in CRM and tax summary spreadsheet.
• Organize competed tax returns and documents in Box at year end.

CPA and Professional Coordination

• Assist in coordinating communication between the advisor and the client's CPA on significant tax planning matters.
• Handle document sharing and information requests between the advisor and external professionals including CPAs, estate planning attorney's, and insurance specialists.
• Facilitate the estate planning workflow once the advisor has determined the appropriate path.

Tier Review and Firm Operations

• Conduct a formal annual tier review with the advisors to evaluate each client household's service tier.
• Conduct an annual referral and retention review with the advisors covering engagement level, referral history, and whether proactive outreach is warranted.
• Maintain client Box folders, archiving older documents twice per year.
• Manage the main office phone line via Dialpad and handle general office administration for hybrid or in-office work.

What We Are Looking For 

We are not looking for someone who waits to be told what to do next. We are looking for someone who runs the system, catches things before they fall apart, and takes quiet pride in a firm that runs smoothly and clients who feel genuinely cared for.

Essential

• 3 or more years of experience in a client facing operations role at an RIA, broker-dealer, or wealth management firm.
• Familiarity with Schwab Advisor Services and custodial operations, experience with Altruist is a plus.
• Highly organized with strong attention to detail and the ability to manage multiple concurrent workflows without things falling through the cracks.
• Warm, professional communicator who can represent the firm with client's, CPAs, attorneys, and other professionals.
• Self-directed and comfortable operating in a small firm where you will need to take ownership and figure things out.
• Discreet and trustworthy with sensitive client financial and personal information.
• Quick to learn new technology platforms and comfortable working across a broad tech stack.

Strongly Preferred

• Experience with Wealthbox or similar CRM platforms.
• Familiarity with Orion, eMoney, or similar portfolio reporting and financial planning tools.
• Experience with Box, Docusign, or similar document management and e-signature platforms.
• Exposure to private equity or alternative investment adminsitration.

The Right Person Also Has

• Genuine warmth and care for clients that comes through naturally, not just professionally.
• The judgement to handle routine client situations independently and the wisdom to know when to escalate to the advisor.
• A systems mindset, someone who naturally builds checklists, and maintains tracking.
• The ability to operate in a small firm where the playbook is still being refined and ambiguity is part of the job.

Technology Platforms 

You will work across a modern, well-integrated technology stack. Familiarity with all platforms is not required on day one but comfort with technology and the ability to learn quickly is essential.

Current Stack

• CRM: Wealthbox
• Financial Planning: eMoney, Holistiplan, IncomeLab
• Portfolio Management and Reporting: Orion, iRebal
• Custodians: Schwab (primary), Altruist (secondary)
• Document Management: Box
• E-Signatures: DocuSign
• Client Data Collection: PreciseFP
• Billing: AdvicePay
• AI Meeting Notes: Zocks
• Scheduling: Calendly
• Video Conferencing: Zoom
• Phone: Dialpad
• Compliance Archiving: Greenboard
• Proposal Generation: Nitrogen

Platforms Under Evaluation

• Estate Planning: Wealth.com or similar online estate planning service
• Portfolio Management: Advyzon

Compensation and Structure 

• Salary commensurate with experience
• Hybrid or fully Remote options available
• Full Time Position
• Benefits and additional details to be discussed