Client Services Specialist

FUNCTION GOALS:

To increase Company assets under management by actively assisting client service, sales and marketing teams efforts and increasing client communication and retention through the successful implementation of the existing strategically focused sales and marketing plan.

PRIMARY RESPONSIBILITIES:

1. Client Service & Sales Support

• Client Relations

- Provide superior service to existing and prospective firm clients; nurture client relationships; respond to general client requests

- Prepare and distribute monthly, quarterly, and annual client correspondence

- Assist with the scheduling, staffing and coordination of meetings with clients, consultants and prospective clients, including the preparation and review of meeting materials, working in concert with executive, portfolio management, and sales team staffs

- Plan and coordinate industry conferences and events that the client services and sales team attend

• Data Management

- Assist in the timely and accurate completion of request for proposal (RFP) / request for information (RFI) / due diligence questionnaires (DDQ)

- Maintain/update client and consultant databases and information

- Prepare and proofread client review and prospect presentations

- Assist in the updating and maintenance of spreadsheets detailing sales field activity, status of standing proposals and consultant activity, awarded business to firm, and other related reports

- Assist in the compilation and distribution of internal management support reports (i.e. Factset, INDATA) and other statistical data integrated with operations reporting requirements

- Become proficient in and assist in maintaining the CRM (Salesforce) with contact information and relevant notes

• Sales Support

- Assist in identifying marketing opportunities and develop strategies to convert them. This may develop as a result of individual networked relationships and interfacing with existing client-associated personnel

- Attend relevant industry conferences where and when appropriate

- Convey potential business opportunities and assist in the acquisition of new business

- Interface with sales team to determine favorable and non-favorable contacts

2. Traditional & Digital Marketing

• Participate in the designing and production of all collateral sales/marketing/company materials, including presentations, flyers, fact sheets and other marketing pieces by coordinating and working with outside graphic design consultant

• Understand business goals and requirements for all email and website projects. Assist in monthly planning, creating detailed project schedules, communicating project needs and gaining consensus among cross-functional teams

• Manage and update corporate web properties in support of the company’s business objectives (e.g., revenue, qualified leads, brand presence, awareness):

- Manage the Company’s www.teamemerald.com website functionality and content, including:

■ Manage the production of in-house video content for website, including the ability to shoot, edit and post videos

■ Assist the creation of new written content for the website on a continual, ongoing basis in coordination with compliance / marketing staff

- Support the ongoing design, operation, security and reliability of the www.teamemerald.com website

■ Manage data reporting re: website statistics, usage, etc.

■ Ongoing review of website errors and issues

- Assist in managing the third-party www.emeraldmutualfunds.com website

• Support the Company’s ongoing email and webinar campaigns:

- Leverage data to target, personalize and schedule emails and surveys to appropriate house file/contact list segments

- Assist in the preparation and delivery of an ongoing email newsletter campaign to investment professionals

- Assist in the set-up and execution of periodic webinar events hosted by the Company’s sales team

- Assist in data reporting re: email, webinar statistics, usage, etc.

• Support the development of the Company’s social media strategy and manage any resulting content needs, including assisting with the development and maintenance of key staff LinkedIn pages

• Assist with publicizing and creating content/media of the Company’s events, including Groundhog Day, Portfolio Manager Roundtables and similar events, and Emerald Foundation tournament, Charity Golf Outing(s)

3. Intern Program

• Manage Emerald’s successful and longstanding intern program

• Lead the recruiting for the Intern Program by coordinating needs with the Director of Research and Chief Marketing Officer/Head of Distribution

• Utilize and improve the existing training manual for the program to train incoming interns

• Conduct and lead weekly intern meetings during summer intern class

ADDITIONAL RESPONSIBILITIES:

• Participate in regularly scheduled CST department meetings for the purpose of establishing priorities, resolving issues resulting from client reported concerns, initiating and monitoring internal and external communication

• Provide internal support to the sales team. May be required on occasion to assist other client services personnel with familiar tasks such as:

- Maintaining contact database for portfolio management and research

- Track research staff visits

- Assist the portfolio management team with tasks including the coordination of weekly meetings, composing research meeting minutes, preparing research internal report correspondence, preparation of manager quarterly commentaries and performance explanatory correspondence.

• Assist with Company event planning, conference registration, sponsorships

• To be effective in this position the incumbent should have knowledge and experience in the various job functions assigned to the client services and/or marketing departments and have good organization and communication skills

• Demonstrate adherence to a professional and consistent work ethic and ability to set individual priorities while providing excellent oral and written communication. Major challenges include being able to readily adapt to changes and unscheduled events affecting customary workload and scheduling

• Maintain a meetings / travel schedule that is the most efficient and cost-effective possible

• Maintain strict adherence to the Company’s policies and procedures, including the Code of Ethics, Operations and Compliance Manual and Employee Handbook

• Provide assistance to fellow Team Emerald members and assist with special projects and/or needs as directed by management staff

• Always represent Emerald in a positive, professional manner

• Have a good working knowledge and command of software programs and tools such as Microsoft Office, WordPress, InDesign, Adobe Acrobat, MS Publisher, Illustrator, and Photoshop. In addition, have knowledge of LinkedIn and social media platforms

JOB PERFORMANCE ASSESSMENT INDICATORS:

• Timeliness and completeness of RFP / RFI submissions

• Frequency, timeliness and quality of scheduled client communications

• Frequency, timeliness and quality of ongoing outreach to clients

• Timeliness and completeness of meeting materials

• Quality and quantity of assistance to and coordination with Company sales team

• Quality and quantity of assistance to and coordination with Vice President – Client Services

• Frequency, timeliness and quality of Company website updates

• Frequency, timeliness and quality of Company-produced videos and email blasts

• Frequency, timeliness and quality of Company webinars

• Frequency, timeliness and quality of Company press mentions

• Site data: Increase in website view count / page count / click-rates, time on site, etc.

• Campaign data: Increase in click rates, webinar attendance, etc.

• Reliability / downtime of website

• Timeliness and thoroughness of event-related media/content

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Professional development assistance
• Volunteer time off
• Work from home

Compensation package:

• Performance bonus
• Profit sharing

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Leola, PA 17540 (Preferred)

Ability to Relocate:

• Leola, PA 17540: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Leola, PA 17540