ADM Support Lead
Job Overview
Who We Are
Addepar is a global data and AI platform empowering investment professionals to turn complex financial information into actionable intelligence. Addepar unifies portfolio, market and client data in a total portfolio view and delivers AI-powered insights within investment and client workflows. More than 1,400 firms in nearly 60 countries use Addepar to manage and advise on nearly $9 trillion in assets. Its open platform integrates with nearly 650 software, data and consulting partners to power end-to-end investment operations across firms of all sizes and complexity. Addepar supports clients worldwide with offices in New York City, Salt Lake City, London, Edinburgh, Pune, Dubai, Geneva, Singapore and São Paulo.
The Role
As an ADM Support Lead you will lead the support function of Addepar's Alternatives
Data Management (ADM) solution for our clients, ensuring exceptional client outcomes. This is a client-facing role that requires both strategic oversight and hands-on execution. You'll be the go-to person, guiding clients through ADM issues and questions post-implementation, coordinating with cross-functional stakeholders to ensure success.
You will be responsible for driving objectives and key results including maintaining high CSAT, low escalations and backlogs, and development/adherence to processes that help the team scale as the ADM client base grows.
As a lead, you will also play a key role in supporting and mentoring junior team members, contributing to team-level process improvements, and modeling the behaviors and standards expected of the Support team.
Applicants must have legal authorization to work in the country where this role is based on the first day of employment. Visa sponsorship is not available for this position.
What You’ll Do
- Act as a player-coach, handling client inquiries alongside the team while mentoring and supporting team members in delivering excellent service.
- Oversee casework, ensuring timely and accurate responses are provided to clients.
- Serve as the escalation point for complex or high-risk client issues, driving resolution effectively.
- Drive team OKRs including CSAT, escalation rate, backlogs, and average time to resolution.
- Focus on improving team and cross-functional processes as we scale and deliver on ADM.
- Foster strong relationships with other internal ADM teams (Collections, Operations) to ensure strong client outcomes.
- Develop and enhance standard training and operating procedures for the team.
- Assist with career planning and development of the analysts on the team.
Who You Are
- Leads by example: Demonstrates professionalism, accountability, and attention to detail with every client interaction.
- Supports the team: Proven ability to act as a mentor, adviser, and escalation point for the team and other teams.
- Owns the client experience: Anticipates issues, communicates clearly, and delivers high-quality outcomes.
- Improves the process: Demonstrated ability to improve processes and streamline workflows.
- 3-5+ years of experience in financial services, technology, consulting, or relevant client-facing roles.
- Strong familiarity with alternative investment data and its operational nuances.
- Excellent written and verbal communication skills; highly organised and detail-oriented.
- Demonstrated success working cross-functionally with internal stakeholders.
- Experience using or supporting the Addepar platform is a strong plus.
- Comfort working in ambiguity with a solutions-first mindset.
Important Note: This role requires working from our Pune office 3 days a week (hybrid work model)
Our Values
- Act Like an Owner - Think and operate with intention, purpose and care. Own outcomes.
- Build Together - Collaborate to unlock the best solutions. Deliver lasting value.
- Champion Our Clients - Exceed client expectations. Our clients’ success is our success.
- Drive Innovation - Be bold and unconstrained in problem solving. Transform the industry.
- Embrace Learning - Engage our community to broaden our perspective. Bring a growth mindset.
In addition to our core values, Addepar is proud to be an equal opportunity employer. We seek to bring together diverse ideas, experiences, skill sets, perspectives, backgrounds and identities to drive innovative solutions. We commit to promoting a welcoming environment where inclusion and belonging are held as a shared responsibility.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
PHISHING SCAM WARNING: Addepar is among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote “interviews,” and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from Addepar without a formal interview process. Additionally, Addepar will not ask you to purchase equipment or supplies as part of your onboarding process. If you have any questions, please reach out to [email protected].