Senior Account Manager

4-6+ years of experience in account management, customer success, or client service – in fintech, SaaS, or financial services.
A strategic mindset with the ability to act as a thought partner to clients, anticipating their needs and offering insights.
Exceptional communication skills with ability to own and drive strategic relationships – especially those that are more ambiguous.
Familiarity with financial data, reporting workflows, and investment operations.
Proven ability to de-escalate client concerns and drive resolutions across cross-functional teams.
Strong problem-solving skills and attention to detail, especially when working with financial data.
Experience managing multiple client accounts with varying priorities and workflows.
Comfortable in a fast-paced, high-growth environment where you’ll help define best practices.

Collaborate with leadership on high-priority and strategic accounts, ensuring a unified and elevated client experience.
Serve as the primary escalation point for complex client issues, driving resolution across teams.
Serve as a strategic thought partner to clients, helping them solve operational challenges, make informed decisions, and extract the most value from Arch.
Leverage industry knowledge to act as a trusted advisor, offering insight and recommendations tailored to each client’s investment workflows and operational goals.
Conduct regular check-in meetings with clients to assess their needs and satisfaction.
Proactively identify potential challenges and de-escalate high-stakes issues with empathy, clarity, and urgency. Coordinate with internal teams to deliver timely and effective resolutions.
Maintain comprehensive client records and notes in our systems.
Monitor client accounts for data quality issues and promptly address any discrepancies.
Provide training to end user groups to ensure deep product understanding and adoption.
Identify opportunities to increase adoption and drive renewals, expansion and upsell conversations.
Capture feedback, feature requests, and usability insights, and collaborate with Product, Engineering, and Operations to improve the client experience.
Keep clients informed about product updates, enhancements, and new features.
Foster and maintain strong, long-term relationships with clients.

Have previously worked in wealth management, a family office, fund management, accounting, or a related financial field
Are familiar with the terms capital calls, IRRs, recallable distributions, or K-1s
Know SQL or want to learn
Have taken finance or accounting courses