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About the Role

iCapital is seeking a motivated and client-focused Assistant Vice President or Vice President to join the Platform Technology Support team. This role will support the onboarding, entitlement management, and day-to-day service operations of iCapital’s rapidly growing digital, integrated platform. The individual will partner with external users and internal stakeholders to resolve technical inquiries, maintain a seamless platform experience, and ensure the successful delivery of platform solutions across the white label ecosystem.

Responsibilities

Execute end-to-end technical and operational deliverables on recurring platform engagements, ensuring consistent, high-quality service.
Manage daily workflows with a strong client-first mindset while maintaining platform stability and user satisfaction.
Partner closely with Product Managers, Relationship Managers, and Implementation teams to deliver a best-in-class platform experience.
Ensure external user access aligns with client expectations and support onboarding to tailored white label platform solutions.
Facilitate internal user entitlement management across iCapital’s suite of proprietary systems.
Respond to technical inquiries from internal and external users via the ticketing system across iCapital’s digital ecosystem.
Troubleshoot moderate to complex technical issues; escalate and collaborate with product specialists as needed for timely resolution.
Document processes, recurring technical issues, and best practices to support new product solutions and operational improvements.
Synthesize customer feedback and partner with cross-functional teams to help enhance iCapital’s digital offerings.
Participate in or lead customer demonstrations as new features or solutions are introduced.
Maintain and update team documentation, including process guides and operational materials.

Requirements

8-12+ years of experience in client technical support, data operations, or a programming environment within a fast-paced or agile organization.
Strong communication skills and comfort interacting with external partners and internal business stakeholders.
Able to prioritize effectively with excellent time-management skills.
Demonstrated ability to work independently as well as collaboratively within a team.
Experience analyzing complex technical problems and translating them into clear, actionable steps.
Strong attention to detail with the ability to research systems, identify issues, and recommend solutions.

Skills

Data integrations is a plus
Alternative investments or financial technology (FinTech) is preferred

Location

Onsite

Work Type

Hybrid
Full-time

Experience Level

Assistant Vice President
Vice President

Education Level

Bachelor's degree is required

Salary/Compensations

$115,000 to $150,000

Benefits

Equity for all full-time employees
Annual performance bonus
Employer matched retirement plan
Generously subsidized healthcare
100% employer paid dental
100% employer paid vision
100% employer paid telemedicine
100% employer paid virtual mental health counseling
Parental leave
Unlimited paid time off (PTO)

About the Company

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us
Twitter: @icapitalnetwork
LinkedIn: https://www.linkedin.com/company/icapital-network-inc
Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

Equal Opportunity

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer.
We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.