Careers

Key Responsibilities

• Project Management:
• Manage a group of analysts and associates. Coaches and develops team members. Fosters a culture of transparency, feedback, and inclusive collaboration.
• Build and maintain detailed project plans and coordination of partner meetings, setting agendas, recording and distributing minutes.
• Demonstrate strong project management capabilities by driving coordination of underlying implementation activities, including core application configurations, data ingestion setup, workflow configuration, and ongoing support.
• Builds and maintains strategic relationships with key clients and partners.

Subject Matter Expertise:

• Demonstrate understanding of financial instruments (specifically cash and cash equivalents) and operational processes related to cash/treasury management and be familiar with financial workflows related to treasury management.
• Strong knowledge of financial institutions and account types/structures (banks, prime brokers, custodians, credit facilities, etc.); ability to oversee data connectivity requirements and work with the data connectivity team to source client data.
• Deliver support to Implementation project managers on key activities related to project governance and application configurations.
• Serve as the principal point of contact for client-directed inquiries, addressing issues where possible, and escalating to the SVP, Services when needed.
• Cross-Functional Collaboration:
• Participate in collaborative efforts with Product Development, Engineering, and other internal teams to enhance product functionality for client onboarding and growth.
• On-site support:
• Flexibility to travel, as needed, to support clients across different regions.

Qualifications

Education:

• Bachelor’s degree in finance, technology, or related field. 
• Master’s degree is a plus.
• Experience:
• 4-8 years of experience in a client-facing role within the tech industry, with a focus on project management, onboarding and consulting.
• Experience developing cross-team processes and documentation with meticulous attention to detail.
• Experience working with hedge funds and private equity firms is highly desirable.

Skills and Competencies:

• Technical proficiency to quickly grasp new concepts, build product knowledge, and translate requirements for product development.
• Highly organized with strong multitasking abilities, capable of prioritizing competing projects and timelines effectively.
• Owns team goals and delivery outcomes. Sets clear expectations and holds team members accountable.
• Excellent verbal and written communication skills for both internal and client-facing interactions, with the ability to convey technical information to diverse audiences.
• Proven problem-solving skills with the ability to identify and address flawed processes and implement scalable solutions.

What We Offer

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.

Key Responsibilities

• Client Relationship Management:
• Forge deep relationships with key decision-makers at hedge funds and private market firms.
• Understand client business objectives, challenges, and evolving needs to maximize engagement.
• Strategic Growth & Revenue Expansion:
• Identify upsell and cross-sell opportunities, expanding Hazeltree’s footprint within existing accounts.
• Contribute directly to revenue growth by aligning clients with solutions that enhance their financial performance.
• Treasury & Product Expertise:
• Develop a deep understanding of Hazeltree’s platform and the intricacies of treasury management in the investment management industry.
• Educate clients on best practices and help them fully leverage our solutions.
• Client Success & Retention:
• Proactively address client needs, provide expert training, and ensure seamless ongoing support.
• Drive platform adoption and maximize customer satisfaction.
• Cross-Functional Collaboration:
• Work closely with internal teams (implementations, product, sales, support, etc.) to advocate for client needs and contribute to continuous solution improvements.
• Provide insights and feedback that directly shape the evolution of our platform and services.
  

Qualifications

• Education
  • Bachelor’s degree in Finance, Business, or a related field.
• Experience
  • 5+ years of experience in client success, account management, or a related role.
  • Experience working with hedge funds, private equity firms, or financial services is highly desirable.
• Skills & Competencies
  • Relationship Mastery: Proven ability to build rapport, foster trust, and nurture long-term client relationships.
  • Sales & Growth Mindset: Passion for identifying opportunities and driving revenue growth through upselling and cross-selling.
  • Financial Acumen: Strong understanding of financial products and investment management dynamics.
  • Tech-Savvy: Comfortable with SaaS platforms and eager to deepen knowledge of treasury technology.
  • Communication Skills: Exceptional communication, presentation, and interpersonal skills.
  • Problem-Solving & Proactiveness: Ability to identify challenges, develop solutions, and proactively manage multiple client accounts.
  • Organizational Excellence: Highly organized, self-starter with strong time management skills.
• Bonus Points:
  • Experience working with hedge funds or private equity firms.
  • Familiarity with treasury management principles and best practices.
  • Experience with CRM systems (e.g., Salesforce, ChurnZero, Zendesk).
    

What We Offer

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.

What you will do

• Lead the US Client Support team: hiring, coaching, queue and workload management, shift rotation.
• Own the US Zendesk queue: triage, SLA compliance, escalation to Development, Data Services and Infrastructure.
• Senior escalation point for payment failures (SWIFT MT, pacs.008, pain.001, camt.05x), bank and broker connectivity (SFTP, SSH/PGP keys, certificates, API credentials) and data feed issues.
• Run production incidents end to end: recovery, client communication, root cause analysis, post-incident review.
• Investigate in SQL Server and application logs; write and safely apply data-fix scripts.
• Coordinate environment work with Infrastructure: upgrades, PROD-to-UAT refreshes, IIS and service restarts, monitoring alerts.
• Run user access operations (provisioning, Duo MFA, SAML/SSO, SCIM) and build macros, self-service and L1 processes to reduce the load on senior engineers.
• Escalate to banks, brokers, SWIFT service bureau and fund administrators on clients' behalf.
• Take part in change management (CAB) and the weekly Incident Management Review; maintain runbooks and knowledge base.

Experience

• 5+ years in application, trading or production support at a buy-side firm, fund administrator or financial technology vendor, including 2+ years managing a team with responsibility for people, queues and SLAs.
• Supported institutional users and their counterparties: portfolio managers, treasury and operations teams, banks, prime brokers and administrators.
• Worked in environments with hard daily deadlines such as payment cut-offs, market open or end-of-day reporting.
• Worked across teams (Development, Infrastructure, Product, Account Management) and dealt with vendors and third parties directly.
• Took part in client-facing upgrades or migrations (platform upgrades, ISO 20022, SSO, bank connectivity) and set up support processes: triage, on-call, runbooks, knowledge base.
• Reduced repeat incidents in a previous role through better monitoring and clearer escalation, with results that can be shown in numbers.
• Ran client-facing incidents and wrote root cause analyses that client IT and operations teams accepted.

Technical

• Payments: SWIFT MT (MT101/MT103) and ISO 20022 (pacs.008, pain.001, camt.052/053); able to read a message and locate a rejection.
• Connectivity: SFTP, SSH and PGP keys, certificate and API credential renewals, host-to-host bank connections.
• SQL Server / T-SQL: investigative queries and data-fix scripts, with sound judgement on production risk.
• Windows server operations: IIS, Windows services, application logs, monitoring (LogicMonitor or similar).
• Environment management: version upgrades, PROD-to-UAT copies, configuration across client environments.
• Identity and access: Duo MFA, SAML/SSO, SCIM.
• Zendesk or similar: views, triggers, macros, SLA reporting.
• Data feeds: can read an ETL spec and file layout and brief Data Services precisely.

Team leadership

• Develops people: coaches engineers on real tickets, sets a clear standard for client communication and technical work, and grows a successor.
• Improves how the team works: moves it from reacting to tickets to working to a defined process with metrics, and gets the team on board.
• Owns priorities and can say no, or not yet, to clients and colleagues with a reason they accept.
• Keeps work in the queue: handles direct requests to individual engineers without damaging relationships.
• Stays calm and precise under pressure from clients during incidents and failed payments.
• Reports upward regularly: weekly metrics, risks, where help is needed.
• Works well with the Hong Kong and UK teams across time zones, with clean handovers.
• Turns repeat tickets into runbooks, macros and first-line handling.

Nice to have

• Reading C# and navigating Git when working with Development.
• SSRS / Report Designer reports and scheduling.
• Prime brokerage and ISDA/repo collateral and margin knowledge.
• Bank channels such as CitiConnect, J.P. Morgan Access, BofA CashPro or a SWIFT service bureau.
• Azure DevOps or similar for escalations to Development.

Hours and coverage

Standard hours are 8:00 am to 5:00 pm ET, Monday to Friday, on-site in the New York office. Once a month the manager covers the late shift until 7:30 pm ET, including queue monitoring through US payment cut-offs.