ETF Issuer Relationship Manager
Exchange Traded Concepts, LLC, New York, NY, United States
Exchange Traded Concepts (ETC) is an independent investment advisor specializing in launching, managing, and marketing white-label ETFs and ETF sub-advisory trading services. Since 2011, ETC’s innovative ETF‑in‑a‑Box platform has provided a streamlined, turnkey solution to help clients transform their concepts into live ETF strategies in as little as 100 days. Serving clients worldwide, ETC offers expertise in ETF issuance, sub‑advisory, fund marketing and family Office to ETF conversions. The company's comprehensive services enable asset managers, including hedge funds, SMAs, and mutual funds, to benefit from the efficiency and cost‑effectiveness of the ETF structure.
Job Overview We are seeking a Senior Relationship Manager to lead client coverage for our ETF and trading platform. This is a senior, client‑facing role, responsible for end‑to‑end relationship management across onboarding, launch, and ongoing servicing. You’ll serve as the primary point of contact for ETF sponsors and institutional clients, coordinating across internal teams and third‑party providers to deliver a best‑in‑class experience consistent with leading financial services and fund administration firms.
What You’ll Do Client Coverage & Strategic Relationship Management
Own senior relationships for ETF clients (sponsors, advisers, strategists) and act as a trusted partner across the ETF lifecycle.
Lead regular client governance: service reviews, performance reporting, escalation management, and roadmap planning.
Anticipate client needs, identify risks early, and drive solutions that strengthen retention and long‑term growth.
Onboarding, Launch & Implementation Leadership
Lead end‑to‑end onboarding and ETF launch execution, including scope definition, timelines, readiness assessments, and operational testing.
Drive launch checklists and coordinate cross‑functional dependencies (legal/compliance, operations, capital markets, fund administration).
Support due diligence, RFP/RFI responses, and platform capability discussions with prospective clients.
Oversee day‑to‑day servicing across NAV support, fund accounting interactions, transfer agency oversight, custody coordination, and service provider management.
Own incident and inquiry management—triage, prioritize, escalate, and drive timely resolution while keeping clients informed.
Coordinate responses to time‑sensitive ETF matters (corporate actions, creations/redemptions support, basket processes, settlement questions).
Partner with internal stakeholders and third‑party providers (administrator, TA, custodian, index/data vendors, market makers/APs) to ensure consistent delivery and accountability.
Maintain clear internal communication, documented action logs, and operational procedures aligned to controls and best practices.
Maintain relationship plans, service dashboards, and operational KPIs (timeliness, incident trends, responsiveness).
Identify recurring issues and lead process enhancements to improve client outcomes and platform efficiency.
Ensure appropriate documentation, approvals, and control procedures are followed for client requests and operational changes.
What We’re Looking For
5–10+ years of experience in relationship management / client service within fund administration, ETF servicing, custody, transfer agency, capital markets/ETF operations, or institutional asset management services.
Strong working knowledge of the ETF ecosystem, including primary market mechanics (creations/redemptions), fund servicing workflows, and vendor oversight.
Proven ability to manage senior stakeholders and multiple complex workstreams in a deadline‑driven environment.
Excellent written and verbal communication skills with a polished, institutional client presence.
Highly organized, detail‑oriented, and comfortable operating in a lean, hands‑on environment.
Proficiency in Excel, PowerPoint, Word; experience with CRM/workflow tools is a plus.
Preferred Qualifications
Experience supporting ETF launches, conversions, reorganizations, or platform onboarding initiatives.
Familiarity with regulated fund environments and service provider oversight (’40 Act context a plus).
Strong escalation judgment and ability to translate operational complexity into clear client communications.
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Job Overview We are seeking a Senior Relationship Manager to lead client coverage for our ETF and trading platform. This is a senior, client‑facing role, responsible for end‑to‑end relationship management across onboarding, launch, and ongoing servicing. You’ll serve as the primary point of contact for ETF sponsors and institutional clients, coordinating across internal teams and third‑party providers to deliver a best‑in‑class experience consistent with leading financial services and fund administration firms.
What You’ll Do Client Coverage & Strategic Relationship Management
Own senior relationships for ETF clients (sponsors, advisers, strategists) and act as a trusted partner across the ETF lifecycle.
Lead regular client governance: service reviews, performance reporting, escalation management, and roadmap planning.
Anticipate client needs, identify risks early, and drive solutions that strengthen retention and long‑term growth.
Onboarding, Launch & Implementation Leadership
Lead end‑to‑end onboarding and ETF launch execution, including scope definition, timelines, readiness assessments, and operational testing.
Drive launch checklists and coordinate cross‑functional dependencies (legal/compliance, operations, capital markets, fund administration).
Support due diligence, RFP/RFI responses, and platform capability discussions with prospective clients.
Oversee day‑to‑day servicing across NAV support, fund accounting interactions, transfer agency oversight, custody coordination, and service provider management.
Own incident and inquiry management—triage, prioritize, escalate, and drive timely resolution while keeping clients informed.
Coordinate responses to time‑sensitive ETF matters (corporate actions, creations/redemptions support, basket processes, settlement questions).
Partner with internal stakeholders and third‑party providers (administrator, TA, custodian, index/data vendors, market makers/APs) to ensure consistent delivery and accountability.
Maintain clear internal communication, documented action logs, and operational procedures aligned to controls and best practices.
Maintain relationship plans, service dashboards, and operational KPIs (timeliness, incident trends, responsiveness).
Identify recurring issues and lead process enhancements to improve client outcomes and platform efficiency.
Ensure appropriate documentation, approvals, and control procedures are followed for client requests and operational changes.
What We’re Looking For
5–10+ years of experience in relationship management / client service within fund administration, ETF servicing, custody, transfer agency, capital markets/ETF operations, or institutional asset management services.
Strong working knowledge of the ETF ecosystem, including primary market mechanics (creations/redemptions), fund servicing workflows, and vendor oversight.
Proven ability to manage senior stakeholders and multiple complex workstreams in a deadline‑driven environment.
Excellent written and verbal communication skills with a polished, institutional client presence.
Highly organized, detail‑oriented, and comfortable operating in a lean, hands‑on environment.
Proficiency in Excel, PowerPoint, Word; experience with CRM/workflow tools is a plus.
Preferred Qualifications
Experience supporting ETF launches, conversions, reorganizations, or platform onboarding initiatives.
Familiarity with regulated fund environments and service provider oversight (’40 Act context a plus).
Strong escalation judgment and ability to translate operational complexity into clear client communications.
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