Account Lead

About the Opportunity:

We're looking for an Account Lead who can own the full client relationship lifecycle, from technical discovery through implementation, testing, launch, and ongoing support. This role sits at the intersection of project management, business analysis, and relationship management: you'll be the primary point of contact for clients, translating their needs into technical requirements, keeping implementations on track, and ensuring a smooth, successful launch.

This is a high-ownership role for someone who thrives in ambiguity, can manage multiple concurrent priorities, and is comfortable being the person accountable when things go sideways, and skilled enough to get them back on track.

Responsibilities:

Discovery & Requirements
• Lead the end-to-end discovery process in partnership with Practice Management with new clients to identify business requirements and translate them into clear, actionable technical specifications
• Develop a working understanding of our technology deep enough to explain it confidently to clients and to scope feasible solutions
• Partner closely with Development teams to convert requirements into a build plan, and act as the go-between for client needs and technical execution

Project & Program Management
• Own the project plan for each client implementation; timelines, milestones, dependencies, and risks
• Keep implementations moving by proactively identifying blockers, navigating ambiguity, and adjusting plans as new information emerges
• Juggle multiple client engagements simultaneously, prioritizing based on urgency, risk, and business impact
• Escalate issues early and clearly to the right stakeholders (internal or client-side) when timelines, scope, or quality are at risk

Testing & Launch
• Firm Operations, Account Lead
• Oversee the Firm Integration Tester during the firm/client integration testing phase, coordinating test plans, tracking issues, and driving resolution with dev and the client
• Design and run launch strategy and readiness plans ahead of go-live
• Lead firms through launch day execution
• Own post-launch support, ensuring a smooth transition to steady-state and quickly resolving any post-go-live issues

Client Relationship Management
• Serve as the primary, front-facing point of contact for clients throughout the onboarding and post launch journey
• Build trusted relationships with client stakeholders, balancing advocacy for the client with what's realistic for the business
• Set expectations clearly and manage communication proactively so clients always know where things stand
• Balances client advocacy with sound business judgment, ensuring client needs are met while protecting the company's interests, margins, and risk exposure.

Qualifications:
• 5+ years of experience in Project Management or Relationship Management
• Bachelor's degree in Business Administration, Finance, or a related field.
• Experience in investment operations, project management, client implementation and/or business analysis preferred but not required.
• Relevant certifications, e.g., Project Management Professional (PMP), are a plus.
• Basic understanding of wealth management platforms and/or broker dealer / RIA technology platforms and procedures preferred
• Basic understanding of financial products and associated operational workflows. Experience with annuity products a plus.
• Strong interpersonal and communication skills, with the ability to build strong relationships and effectively communicate with clients at all levels.
• Strong analytical, critical thinking, and problem-solving skills. Interest in relevance of detail underlying analysis is a must.
• Strong organizational and time management skills and the ability to manage multiple clients, projects and priorities simultaneously.
• Excellent attention to and retention of detail
• Ability and willingness to learn quickly by dong in fast-paced, quickly evolving business environment
• Passion for delivering exceptional customer experiences and driving client success
• Self-motivated and able to work independently while also being a team player

Additional Requirements
• Periodic travel and flexible working hours will likely be required to support client project milestones
• Periodic weekend post-deployment release testing required
• Strong Excel, Word, Power Point, and Lucid skills required
• Proficiency in using project management tool like JIRA, Monday.com and other relevant software applications
• Candidate must demonstrate initiative, be self-assured, and remain poised and professional in high pressure situations

Position Type and Expected Hours of Work

The work schedule for this position will be primarily Monday - Friday during typical business hours; however, based on the operational needs of this rapidly growing company, some work outside of typical business hours may be required. Working extended business hours or weekends will be required on occasion to support code deployments and on-boarding project schedule and deadlines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required in connection with this position. This position is classified as Exempt and not eligible for overtime pay.