Manager, Digital Client Experience

Job Description Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that's marked by low turnover and high energy, you'll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement, which translates to 2-3 days minimum per week in the office.

Position Summary

We are seeking a detail-oriented and technically proficient Portal Manager to oversee the operations, optimization, and continuous improvement of our investor portal. As a key interface between the firm and its investors, you will ensure the seamless delivery of documents, reports, and data through a secure and user-friendly platform. This role sits at the intersection of Client Experience, Investor Relations, Operations, and Technology and plays a critical role in delivering a best-in-class digital experience to our Clients.

Key Responsibilities

• Portal Administration : Own day-to-day management of the investor portal (e.g. ensuring data accuracy, security, and accessibility).
• Experience running SaaS tools or digital platforms (ideally client websites / portals) with strong grasp of user flows, feature roadmaps, and prioritization
• Comfort and a level of understanding around data feeds and APIs, and how data is sourced and displayed
• Experience and understanding of UI / UX concepts; ability to assess and evaluate things like interface, navigation, mobile responsiveness of the client website
• User Support & Access Control : Handle investor onboarding and offboarding within the portal, handle user access requests, troubleshoot issues, and ensure timely response to investor inquiries.
• System Optimization : Collaborate with internal partners (IR, IT, Compliance, Fund Admin) to enhance portal functionality and UX; recommend tools and improvements as needed.
• Vendor Coordination : Liaise with portal providers and third-party administrators to ensure service levels are maintained and system updates are implemented smoothly.
• Compliance & Security : Uphold data privacy protocols and ensure compliance with cybersecurity standards, legal requirements, and investor confidentiality agreements.
• Reporting & Analytics : Generate and distribute portal usage reports, track engagement metrics, and provide insights to help inform investor communication strategies.

Qualifications

#LI-Hybrid