Investor Support Manager

The Investor Support Manager (ISM) will serve as the primary point of contact for accepted Limited Partners (LPs), ensuring a seamless transition from the Investor Relations team and providing ongoing support throughout the lifecycle of their investment. This role is focused on maintaining strong client relationships, ensuring compliance with regulatory requirements, and addressing LP needs proactively. The Investor Support Manager will play a critical role in managing investor touchpoints, tracking compliance milestones, and contributing to overall client satisfaction and retention.

Essential Job Functions

· Serve as the main point of contact for LPs once they transition to the Portfolio Team, ensuring personalized and consistent communication.

· Build trust-based relationships by addressing LP inquiries, resolving issues, and guiding them through key processes like consulate interviews and USCIS filings (I-526E, I-829).

· Maintain a deep understanding of LP needs and preferences, documenting key details in client profiles.

· Collaborate with the Investor Relations team to ensure a smooth transition of LPs to the Portfolio Team.

· Conduct introductory calls and provide LPs with clear instructions on accessing resources, including secure file-sharing platforms and compliance documentation.

· Educate LPs on key processes, timelines, and deliverables related to their investment.

· Monitor USCIS compliance deadlines (e.g., I-829 filings) and proactively guide LPs in meeting these requirements.

· Send quarterly project status updates (QPSU) and ensure LPs understand the progress of their investments.

· Verify LP documentation, including banking forms and consulate interview materials, for accuracy and completeness.

· Client Engagement & Retention

· Schedule regular touchpoints with LPs, including annual reviews and milestone celebrations, to foster long-term relationships.

· Solicit feedback and testimonials from LPs to improve services and identify referral opportunities.

· Collaborate with the NHK team to address specialized client needs when applicable.

· Partner with internal teams to ensure alignment on client needs and expectations.

· Provide input on refining Portfolio Team workflows and processes to enhance client satisfaction.

· Contribute to team discussions on improving tools, resources, and communication strategies.

· Maintain detailed records of LP interactions, compliance milestones, and client feedback using CRM tools.

· Provide regular updates to the Portfolio Executive Director on client progress and emerging trends.

Knowledge, Skills and Abilities

· Excellent relationship-building skills with professional and polished demeanor.

· Ability and willingness to take initiative without prompting.

· Willingness and strong desire for continuous self-growth through research to learn, know, and understand industry trends, company projects, and new partnerships.

· Excellent organizational skills with strong attention to detail and positive attitude.

· Excellent time management, verbal and written communication skills.

· Reads, writes, speaks, and understands English and Spanish fluently.

· Ability and willingness to travel both domestically and internationally up to 5%.

· Ability to use and operate office equipment and machinery such as computer, copier, scanner, and fax machine.

Education and Experience

· Bachelor’s degree in business, finance, economics, or related field highly preferred.

· Minimum of 3+ years of experience in investor relations, business development, or client management.

· Cultural knowledge or personal life experience resulting from residing in or personal ties to Latin America.

· Intermediate proficiency using Microsoft Office (Outlook, Word, Excel) required.

· Intimate knowledge of visa or immigration process, and experience with finance or investments highly preferred.

Physical Requirements

· Constant sedentary work for prolonged periods up to 100% of the time with routinely moving and transporting up to 10 pounds, occasionally up to 25 pounds. Must be able to constantly communicate and exchange accurate information. Constantly operates and uses computer and other relevant equipment and office machinery while performing repetitious movements.