About Pennington Partners:

Founded in 2016, Pennington Partners is building the leading financial services holding company and solutions-oriented platform serving the world’s most successful entrepreneurs and their families.

Pennington’s culture is vibrant, smart, tireless, and iconoclastic. We are intellectually curious and strive to challenge ourselves every day. We are an ensemble of the best and brightest professionals with multi-disciplinary backgrounds. We like to challenge assumptions and welcome new ideas. Our people are collegial but self-reliant. We value independent judgement as much as intellect and look for people who tend to do the right thing first, can work with limited guidance, but who also know how to ask for help. While the firm is building increasing scale and institutional character, we value our entrepreneurial culture and flexibility.

About the role:

This role sits in one of the most important if not the most critical seats in the organization. This role is the face of Client Service excellence and engagement with our client families in the Houston market. The role will be responsible for oversight of performance reporting and client service delivery setting the tone for how our client families connect with Pennington’s purpose and business model. Driven by data and metrics, this person will drive high levels of engagement with our clients that will be tantamount to achieving our goals as an organization. This individual understands how successful communication and succinct execution and follow through play an important part of success as well. The role will bring with it someone who has a proven track record of utilizing successful CX strategies within the financial or family office industry.

What you’ll do:

• Work directly with the leadership team to design and implement client service processes that will drive high levels of engagement.

• Responsible for the overall client experience road map and reporting processes that add value to our client families.

• Work with leadership team to determine proper customer success measurement platform. i.e. Net Promoter Score or other similar platform

• Manage, Develop and Lead the Client Service/reporting team members in Houston.

• Work alongside and with the Investment and Portfolio teams, promoting and managing client family expectations that drive long term results through retention of client families.

• Work with leadership team to promote company culture and vision.

• Work alongside our Director of Operations identifying key performance indicators for delivering exceptional client service.

• Oversight of vendor relationships and client service delivery and measurement technology and dashboards.

What we’re looking for:

• A minimal of 2 years of proven experience managing or leading the client experience.

• A minimal of 3-5 years of experience in Client Services, preferably within private wealth management, investment management or family office.

• Bachelor’s degree in business administration, or related field, advanced degree or MBA will be preferred but not required.

• Demonstrable competency in strategic planning and business development

• Outstanding organizational and leadership abilities and personal integrity

• A solid grasp of data analysis and performance metrics

• Aptitude in decision-making and problem-solving

• Able to diagnose problems quickly and have foresight into potential issues

• Belief in, and willing to champion the Core Values of the company 

How to apply:

Please send your resume to careers@penningtonptrs.com.