Overview
Client Success Manager sought to join a global form specialising in investigations, compliance, and risk advisory services.
The Client Success Manager, Corporate Risk and Due Diligence is a client-facing operations role that supports the firm’s pre-deal department, which performs critical background checks and due diligence prior to mergers, acquisitions, investments, and other high-value transactions. This individual is responsible for managing case intake, ensuring compliance, and facilitating clear communication between clients and investigative teams. The role demands accuracy, attention to regulatory detail, and exceptional service in a fast-paced, deadline-driven environment.
Key Responsibilities
Client Intake & Request Management
- Receive and process new client submissions via the company portal or other intake channels.
- Confirm documentation, verify compliance, and scope requests in alignment with pre-deal investigative goals.
- Enter data into internal systems and prepare case files for review and assignment.
Pre-Deal Diligence Support
- Collaborate with investigative teams to ensure submissions are clear, complete, and ready for launch.
- Retrieve and attach prior investigative reports for reference.
- Resolve unclear or incomplete requests to minimize case delays.
Jurisdictional & Compliance Oversight
- Identify relevant jurisdictions based on subject location.
- Advise clients on country-specific documentation, translations, or timing issues.
- Ensure compliance with FCRA and international privacy regulations.
Client Communication & Expectations Management
- Clearly communicate case timelines, documentation needs, and status updates.
- Coordinate rush requests and offer alternative solutions when necessary.
- Manage consent form workflows using platforms like DocuSign.
Case Launch & Documentation
- Finalize and submit fully scoped cases, ensuring all necessary information and materials are attached.
- Maintain organized, real-time records of active cases and communications.
Case Updates & Modifications
- Process client-requested changes and deliver timely status updates.
- Forward key information to the appropriate investigators or reviewers.
Skills, Knowledge & Experience
Education & Experience
- A bachelor’s degree is preferred, or equivalent professional experience in due diligence, legal support, client services, or operations. Brings 3–5 years of experience in a client-facing coordination or intake role within a professional services or transactional environment.
Client Engagement & Service Orientation
- Establishes trust and confidence with high-stakes clients, communicates clearly and professionally, and efficiently manages intake and expectations in fast-moving, deal-driven environments.
Regulatory Awareness & Detail Orientation
- Understands relevant regulations, including the FCRA and international privacy rules, and ensures case compliance through careful documentation review, jurisdictional checks, and process integrity.
Process Management & Intake Execution
- Demonstrates precision and consistency in handling high volumes of intake requests. Accurately scopes investigative cases, manages required documentation, and ensures proper routing to internal teams.
Judgment & Problem-Solving
- Anticipates potential issues in documentation, scope, or timing. Proactively addresses gaps, offers practical solutions, and adapts based on compliance, logistical, or resource-related constraints.
Cross-Team Coordination
- Collaborates seamlessly with intake, investigative, and client service teams to ensure information flows smoothly and deadlines are met. Aligns internal efforts with client expectations to keep transactions moving.
Technical Proficiency
- Proficient in Microsoft Office Suite, document management systems, and intake tracking platforms. Skilled in using tools like DocuSign to manage client authorizations and streamline case intake workflows.
Firm Citizenship
- Upholds the firm’s commitment to ethical standards, professionalism, and service excellence. Contributes to team success, supports knowledge sharing, and embraces firm-wide initiatives to enhance operational efficiency.
Additional Information & Company Benefits
- Competitive Salary: $80,000 to $95,000
- Discretionary Bonus
- Flexible Time Off-Policy
- Health Benefits: Comprehensive medical, dental, and vision coverage
- Retirement Savings: 401k plan with employer match
- Parental Leave
- Hybrid working environment: Candidates must work in New York or Washington, DC.
- Life Insurance: Company-sponsored basic life and AD&D insurance
- Additional Benefits: Flexible spending accounts (FSAs), Transit and Parking
