Advisor Support Manager

The opportunity

The Advisor Support Manager (ASM) is a high-impact, client-facing role responsible for owning the day-to-day service relationship with some of Altruist’s largest and most strategic RIA firms.

The ASM is the firm’s central point of contact for day-to-day support and operational needs, while Sales and Relationship Management own the commercial relationship. You’ll develop a deep understanding of how each firm operates so you can guide them in how they work with and get the most out of Altruist, not just step in when something becomes complex or escalated.

You’ll build trusted relationships across the firm, from operations teams to executive leadership. Doing this well requires strong judgment, presence, and emotional intelligence. You’ll deliver both positive and difficult messages, thoughtfully position Altruist’s capabilities and limitations, and know when to advocate internally for a gap versus helping the firm reach its goal another way.

When complex issues span multiple teams or competing priorities, you’ll create clarity, align the right people, and drive a path toward resolution. You may not own every piece of the underlying work, but you’ll own making sure the issue moves forward and the firm’s experience is managed along the way.

Your proximity to the firm also gives you an important view into what Altruist can do better. You’ll identify patterns across your portfolio, prioritize the most important themes, and translate what you’re hearing into meaningful insight for Product, Operations, Sales, and other internal teams.

The ASM plays a critical role in advisor trust, retention, and growth. We’re looking for people who want to become exceptional at this craft, people who are curious, thoughtful, calm under pressure, and motivated to help build a best-in-class service relationship function.

This role is for you if

• You want to become one of the best service relationship managers in the industry.
• You build trust quickly and use strong judgment to navigate different people, priorities, and situations.
• You can zoom out to understand the broader goal and zoom back in to drive the details needed to bring it to life.
• You take ownership naturally and don’t wait for someone else to create the path forward.
• You enjoy bringing clarity to complex, unclear situations.
• You’re curious about how products, processes, and advisory businesses actually work.
• You can confidently engage both an operations associate and the leader of a billion-dollar RIA.
• You can deliver difficult messages directly without losing trust.
• You can turn what you hear across several firms into a clear, prioritized point of view.
• You’re coachable, self-aware, and always looking for ways to get better.
• You want your work to directly impact advisor trust, retention, and growth.

This is a hybrid role requiring three days per week in the office.

What you'll do

Build Strong Advisor Relationships

• Serve as the firm’s central day-to-day partner for ongoing support and operational needs across an assigned group of strategic RIA firms.
• Develop a deep understanding of each firm’s business, workflows, goals, challenges, key people, and use of Altruist.
• Guide firms in how they work with and leverage Altruist as their businesses evolve—not only when something goes wrong.
• Build trusted relationships with advisors, operations teams, and firm leadership.
• Lead meaningful conversations that look beyond the immediate request and connect back to the firm’s broader goals.
• Partner with Sales and Relationship Management when conversations become commercial or expansion-oriented.

Own the Advisor Experience

• Be the trusted owner for both the firm and internal teams when complex issues span multiple teams, systems, priorities, or points of view.
• Understand the business impact behind the issue and prioritize accordingly.
• Create clarity around the problem, desired outcome, ownership, tradeoffs, decisions, and next steps.
• Align partners across Support, Operations, Product, Engineering, Onboarding, Sales, and other teams.
• Drive progress through influence, even when you do not have direct authority or own the underlying work.
• Keep the firm informed and manage its experience through resolution.
• Follow through until there is a clear and responsible conclusion.

Communicate With Clarity and Confidence

• Communicate clearly and simply across phone, email, video, and in-person conversations.
• Lead meetings with confidence, preparation, presence, and a clear point of view.
• Understand the outcome the firm is ultimately trying to achieve, not just what it is asking for.
• Use emotional intelligence and relationship judgment to deliver both positive and difficult messages while maintaining trust.
• Position Altruist’s capabilities, limitations, and available options effectively for operational, technical, and executive audiences.
• Know when to push internally on a meaningful gap and when to help the firm reach its goal through another path.
• Make complex topics easy to understand and leave every audience with clear expectations and next steps.

Stay Ahead of the Firm

• Anticipate needs, risks, and follow-up questions before they become larger problems.
• Stay close to changes in the firm’s business, workflows, staffing, asset growth, and use of Altruist.
• Proactively surface issues that could affect advisor trust, asset growth, or retention.
• Identify opportunities to improve how firms operate and use Altruist as they grow.
• Bring thoughtful recommendations, not just updates.
• Maintain strong documentation so firm context, risks, commitments, and decisions are visible across Altruist.

Product Gaps & Cross-Functional Solutioning

• Recognize when an advisor issue points to a broader product, process, or workflow gap.
• Define the underlying problem, business impact, desired outcome, and who else may be affected.
• Translate advisor needs into clear business context for Product, Operations, Engineering, and other internal teams.
• Help determine the best available path when the ideal product solution does not yet exist.
• Align cross-functional partners around tradeoffs, ownership, decisions, next steps, and advisor communication.
• Navigate competing priorities and points of view while keeping the work moving.
• Balance strong advisor advocacy with solutions that are realistic and scalable for Altruist.

Represent the Voice of the Advisor

• Listen for patterns across support issues, product friction, operational needs, and firm workflows.
• Synthesize what you’re hearing across your portfolio rather than only surfacing individual requests.
• Maintain a prioritized view of the themes, risks, and opportunities that matter most.
• Help internal teams understand what deserves attention, why it matters, and what outcome firms are trying to achieve.
• Connect individual feedback to broader impacts on trust, retention, growth, and scalability.
• Bring internal teams a clear recommendation or point of view, not just a collection of feedback.

What you'll bring

• 5+ years of experience in financial services, fintech, wealth management, customer success, relationship management, or a similar client-facing role.
• Strong understanding of RIAs and how advisory firms operate.
• Proven experience building and retaining complex or high-value client relationships.
• Excellent written and verbal communication skills.
• Strong presentation and meeting facilitation skills.
• Demonstrated ownership, judgment, and follow-through.
• Strong problem-solving and escalation management skills.
• Strong emotional intelligence, executive presence, and relationship judgment.
• Ability to adapt your communication and positioning for operational, technical, and executive audiences.
• Proven ability to influence cross-functional partners and drive progress without direct authority.
• Ability to synthesize input across a portfolio and maintain a prioritized point of view.
• Experience working cross-functionally to solve complex client or product-related problems.
• Ability to turn ambiguous problems into clear recommendations and next steps.
• Strong time management and prioritization skills.
• Comfortable working with tools such as Salesforce, Jira, and internal knowledge systems.
• FINRA Series 7 and 63 licenses required.
• FINRA Series 24 license preferred.