Client Support Manager - Associate

About the Role

iCapital is seeking an Associate to join the Onboarding Solutions team. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, and ensuring the delivery of exceptional experiences to iCapital clients and partners. This individual will become an expert and advisor on the iCapital platform while striving for operational excellence.

The ideal candidate is proactive, intellectually curious, and service oriented. This highly collaborative role requires the ability to partner cross-functionally to continuously improve and optimize operational processes.

Responsibilities

• Ensure client engagements are successful for clients, their investors, lawyers, and fund administrators.
• Own the client relationship from the sales hand-off through go-live and beyond.
• Seek and synthesize customer feedback to inform product and process improvements.
• Identify risks, gaps, or delays in onboarding and drive resolution proactively.
• Understand complex legal and operational requirements and translate those into clear, actionable workflows for the Onboarding team.
• Manage timelines, expectations, and communication across internal teams and external stakeholders.
• Drive accountability across clients and internal partners to keep projects on track.
• Act as a trusted advisor to clients, guiding them through best practices and platform capabilities.

Qualifications

• 25 years of experience as a client success manager, managing client relationships and owning a book of business
• Basic understanding of fund formation processes
• Familiar with APIs and SFTP workflows
• Exceptionally detail-oriented when managing VIP and Enterprise clients
• Proficient communicator adept at engaging with senior executives (i.e. C-suite, partners), capable of effectively maneuvering through ambiguity in a rapidly evolving startup environment
• Proficient in fund formation processes, including structuring and regulatory compliance
• Comfort using AI tools and applying them effectively in a professional setting

Benefits

The base salary range for this role is $65,000 to $80,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.