Client Success Concierge
Part first impression, part right hand, part conductor of a quiet orchestra of AI agents that keeps every day running like it was meant to.
Who We Are
Kotini & Kotini is a non-traditional Virtual Family Office built for first-generation wealth builders who refuse to settle for fragmented advice and reactive planning. We weave tax strategy, risk management, legal services, business advisory, wealth design, and lifestyle concierge into one seamless experience. No silos. No scrambling. Just proactive planning that preserves the past, empowers the present, and creates the future.
We believe complexity should dissolve into confidence and calm, a feeling we call SWAN: Sleep Well At Night. This role delivers that feeling to every client and to the leader steering the ship.
The Role
The Client Success Concierge is the warm, organized presence clients feel the moment they walk in and the steady hand the CEO relies on behind the scenes. Here is what makes this seat different: you will not spend your days buried in data entry and reminder emails. Our AI agents handle the repetitive mechanics. You direct them, you check their work, and you spend your reclaimed hours on the part of this job no machine will ever do: making people feel genuinely taken care of.
Put simply, the agents run the clockwork. You are the reason it feels human. If you like people, love a system, and take quiet pride in being the reason things run smoothly, you will feel right at home here.
What You Will Own
CLIENT EXPERIENCE, THE HUMAN LAYER
- Be the voice and the face. Own client communications as the friendly, professional first point of contact by phone, email, and in person. When a client calls anxious or excited, they reach you, not a bot.
- Read between the lines. Triage client needs with judgment: sense when a terse email signals frustration, when a request should escalate to an advisor, and when a moment calls for a handwritten card instead of a template.
- Host the room. Facilitate meetings with partners and clients, from setting the room to greeting families by name and being the continuity they recognize at every visit.
- Deliver the concierge layer. Coordinate lifestyle requests, events, and surprise-and-delight moments with the personal touch that makes them land.
- Handle the tender moments. Support clients through sensitive transitions such as family changes and milestones with discretion and genuine care.
- Polish the deliverables. Review and refine client presentations and specialist introduction materials so everything that leaves our office looks and sounds unmistakably K&K.
- Process client payments promptly and accurately, keeping clear records of every transaction.
AGENT ORCHESTRATION, THE SYSTEMS LAYER
- Conduct the co-pilots. Supervise AI agents that handle scheduling, reminders, meeting confirmations, and calendar coordination across the team, clients, and outside partners. You set the rules, resolve the exceptions, and keep the days realistic.
- Edit before it sends. Review agent-drafted meeting briefs, recap emails, follow-up summaries, and routine correspondence, applying the judgment and warmth that turns a draft into a K&K message.
- Keep the records honest. Oversee agent-maintained CRM hygiene and file organization in Wealthbox and ShareFile, spot-checking for the accuracy that keeps us clean and audit-ready.
- Automate the chase. Manage agent-driven document collection and signature follow-ups, stepping in personally when persistence needs a human voice.
- Make the machines better. Flag where workflows break, suggest new automations, and help train the agents on how K&K actually works. You are Customer Zero for our own operating system.
EXECUTIVE SUPPORT
- Guard the gate. Triage the CEO inbox with agent assistance, flagging what is urgent and finalizing drafted responses on the CEO's behalf.
- Protect focus time. Own the CEO and team calendar strategy, deciding what deserves the hours the agents have freed up.
- Prepare the day. Finalize agendas and briefing notes before key meetings and confirm clean follow-ups after.
- Coordinate travel, logistics, and event details so the only thing left to do is show up prepared.
- Keep trusted records. Track expenses and reconcile receipts with agent support, owning the final numbers.
- Honor confidentiality. Handle sensitive client and firm information as the privilege it is.
What You Bring
- Previous experience as a receptionist, administrative assistant, or executive assistant (preferred, not required).
- Clear, warm verbal and written communication. You will be the human voice of the firm.
- Curiosity about AI tools and comfort learning new software quickly. You do not need to be technical; you need to be willing to direct technology rather than fear it (training provided on Wealthbox, ShareFile, RightCapital, Jotform, Fathom, and our agent stack).
- Editorial judgment: the instinct to know when a draft is good enough to send and when it needs a human rewrite.
- Proficiency with Word and Excel.
- Excellent time management and the instinct to prioritize what matters most.
- A detail-oriented mindset. This one is not negotiable, because you are the quality control.
- A valid driver license and reliable transportation for occasional local travel.
- Discretion, professionalism, and a genuine care for the people you serve.
A Few Questions to Ask Yourself
If you are nodding along, we should talk.
- Do you like helping people and building real relationships?
- Are you super organized and action oriented?
- Would you rather manage the system than be buried by it?
- Are you curious about what AI can take off your plate, and clear-eyed about what it cannot?
- Are you detail oriented, down to the last comma?
- Do you like to socialize and have fun?
- Are you a natural problem solver who finds comfort in consistency?
- Do you believe in working hard and playing harder?
- Do you want to build a rewarding career, make a real difference in people's lives, learn from the best in the industry, and actually enjoy the ride?
Why Kotini & Kotini
Here you will not be a cog in someone else's machine. You will be the one running the machines, trained alongside experienced advisors, and trusted with work that genuinely matters to families and businesses. This is a front-row seat to how a modern family office actually operates: human where it counts, automated where it does not.
We take our clients seriously and ourselves a little less so, because the best relationships are built on both excellence and warmth.
Preserve the past. Empower the present. Create the future. If that resonates, so will you.
Pay: $47,523.33 - $57,232.40 per year
Benefits:
- 401(k)
- 401(k) matching
- Paid time off
- Professional development assistance
- Tuition reimbursement
Application Question(s):
- Do you have experience using AI?
Ability to Commute:
- Glen Allen, VA 23060 (Preferred)
Work Location: In person
