CLIENT RELATIONS MANAGER JOB DESCRIPTION

Most Client Relations Managers spend their days responding. In financial services and FinTech, the ones who perform at the highest level spend their days anticipating - reading account signals before a renewal stalls, a fee dispute escalates, or a portfolio gap becomes a competitor's opening. This role owns the post-sale relationship for institutional and commercial accounts, sitting within a client-facing team that answers directly to revenue retention targets. Managing clients across treasury services, stock plan administration, or cloud-based financial platforms demands fluency in both product complexity and regulated environments, including the compliance expectations that govern broker/dealer and FinTech relationships.

As the Client Relations Manager, you are accountable for the health and expansion of an assigned portfolio of institutional or commercial accounts, translating client objectives into measurable outcomes while protecting renewal revenue and advancing cross-sell opportunities. You operate across internal teams, including implementations, service desk, commercial product, and sales, with the scope to influence account strategy at the senior executive level.

Career Impact: Managing institutional accounts in FinTech or financial services builds the kind of domain credibility across treasury operations, SLA negotiation, and regulated product environments that is recognized at the VP of Client Success and Director of Accounts levels.

Business Impact: The renewal revenue and net expansion of your assigned portfolio are direct outputs of your decisions, making your performance visible at the P&L level in a way few individual contributor roles achieve.

Growth Opportunity: Exposure to private markets products, cloud-based financial platforms, and institutional investor needs positions you for broader coverage roles spanning additional geographies or higher-AUM client segments.

• Own post-sale relationship management for strategically significant institutional and commercial accounts, ensuring retention and satisfaction.
• Lead client onboarding, SLA introduction, and handover coordination with service desk and implementation teams.
• Develop and execute cross-sell strategies across treasury services, payments, and financial product offerings within existing client portfolios.
• Monitor account health proactively, conducting quarterly business reviews to surface risks, renewal timelines, and expansion opportunities.
• Serve as primary escalation contact for client issues, coordinating resolution across operations, product, and technical teams.
• Prepare executive-level client meeting materials and brief senior leadership on account status, relationship nuance, and strategic priorities.
• Partner with sales and commercial product teams to close expansion opportunities and respond to new service requests from existing clients.
• Maintain complete and current account records to support accurate revenue forecasting and renewal pipeline management.

• Bachelor's degree in finance, business, accounting, economics, or a related field, or equivalent work experience.
• 2 or more years of account or client relations management experience, with demonstrated success managing institutional or commercial financial services clients.
• Proven ability to manage post-sale client relationships in a regulated financial services or FinTech environment, including SLA ownership and renewal accountability.
• Strong analytical capability, with the capacity to synthesize account data and communicate relevant insights clearly to both client stakeholders and internal senior leadership.
• Demonstrated experience identifying cross-sell or upsell opportunities within an existing portfolio and advancing them through internal coordination.
• Excellent verbal and written communication skills, including the ability to present confidently to senior executives and maintain composure during escalations.
• Solid organizational skills with the ability to manage concurrent accounts, deadlines, and competing priorities without loss of accuracy.
• Understanding of regulations and compliance frameworks governing financial products and services.

• Prior experience managing accounts tied to stock or share plan administration, institutional treasury services, or cloud-based financial platforms.
• Familiarity with broker/dealer industry structures, FDIC sweep products, or FinTech SaaS delivery models.
• CFA candidacy, MBA, or equivalent advanced credential demonstrating investment in financial services domain knowledge.
• Experience using a CRM platform for pipeline tracking, renewal forecasting, and account documentation in a financial services context.

• Portfolio renewal rate, measuring the percentage of assigned accounts successfully reaccredited or renewed on cycle.
• Net revenue retention per managed portfolio, reflecting account expansion relative to churn within the assigned book.
• SLA adherence rate across managed accounts, tracking compliance with contracted service levels.
• Time to escalation resolution, measuring how quickly client-reported issues are closed through cross-functional coordination.
• Executive meeting preparation lead time, tracking readiness and accuracy of briefing materials delivered before senior client touchpoints.
• Typical tools: CRM platforms (commonly Salesforce or Microsoft Dynamics); financial services data and reporting environments (commonly Excel-based models or comparable BI tools).

• Base Salary Range: $75,000 to $105,000 annually, depending on experience and portfolio scope
• Bonus: Performance-based, typically 10% to 20% of base, tied to renewal and retention metrics
• Equity: Uncommon at this level; possible at FinTech firms through RSU grants
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus federal holidays
• Common Perks: Professional development support, CFA exam reimbursement, travel allowance for client-site visits

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks and verification of work authorization in the United States are conditions of employment for all positions using this template. Financial services roles may also require credit history review consistent with applicable law and the nature of the position. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are provided to qualified individuals with disabilities throughout the application and employment process upon request.

The Client Relations Manager owns the daily coordination of customer service requirements and carrier utilization plans, ensuring performance and profitability across shipping operations. Reporting to internal operations leadership, this role builds working relationships with client production planning representatives to forecast delivery needs and serves as the liaison between customers and load movement activity.

Key Responsibilities

• Maintain working relationships with client customer service and production planning representatives to forecast shipping and customer delivery requirements.
• Manage on-site assets and coordinate shipments.
• Attend client customer service and production planning meetings.
• Utilize clients' shipping, planning, and forecasting reports, and business operating systems to obtain information relevant to present and future shipping requirements.
• Communicate shipping requirements and forecasts in an accurate and timely manner to appropriate internal representatives.
• Communicate service-related issues and resolutions effectively to client customer service representatives.
• Provide various freight bill audits and billing issues as required.
• Act as a liaison between the customer and the load movement.
• Manage data integrity within PLSpro.

Required Qualifications

• Bachelor's degree or equivalent transportation and/or logistics managerial experience.
• Customer service experience in shipping or logistics environments.
• Knowledge of rail and transload activities preferred.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Strong communication and organizational skills with the ability to collaborate effectively in a team environment.
• Ability to work in a fast-paced, high-stress environment and manage competing priorities.

Embedded within a client solutions team, the Client Relations Manager develops and manages a portfolio of large-scale accounts, advising clients on profitable digital investments and conducting high-level data analysis and reporting to drive business growth. Working closely with internal specialist teams across the organization, this role sets sales targets, leads up-selling and cross-selling efforts, and serves as the primary point of contact for contracts, budgets, and new opportunities.

Core Functions

• Create and nurture relations with key employees at our larger clients.
• Advise clients on the most profitable digital investments for their business.
• Schedule and participate in regular meetings with clients for status updates on results and planning.
• Maintain ongoing dialogue and sparring with clients on day-to-day matters.
• Serve as point of contact for contracts, budgets, issues, and new opportunities.
• Drive up-selling and cross-selling of relevant services and products.
• Collaborate closely with internal specialist teams and delegate tasks across the organization.
• Conduct high-level data analysis and reporting to clients.
• Set sales targets and work diligently to meet them, including ad hoc project management.

Qualifications & Experience

• Minimum 3-5 years of experience in digital marketing from an agency, consultancy, or relevant in-house role.
• Extensive experience managing and advising clients as a trusted advisor.
• Experience with Google Analytics and data analysis is an advantage.
• Excellent communication skills in both Danish and English.
• Ability to connect with clients and build bridges between their needs and specialist competencies.
• Ability to work well across multiple teams with a positive and service-minded attitude.

Reporting to senior operations leadership, the Client Relations Manager serves as the primary point of escalation for shipper-related support issues and mentors a team of customer support executives to handle requests and complaints effectively. Partnering with internal departments across multiple geographies, this role collates shipper feedback, implements customer service best practices, and monitors shipper satisfaction throughout the full shipping cycle to drive continuous service improvement.

Primary Duties

• Serve as point of escalation for shipper-related support issues, especially complaints.
• Mentor, monitor, and appraise SEM on their ability to handle shipper issues and requests.
• Assist in assigning and introducing SEM to new shippers.
• Proactively review shipper data on a quarterly basis for upgrade and downgrade purposes.
• Assist in communication to shippers during upgrade and downgrade processes.
• Implement productivity, quality, and customer service best practices.
• Collate and evaluate shipper feedback and raise it to relevant departments for service improvement.
• Stay abreast of the latest customer service and business trends and share knowledge with SEE.
• Conduct team meetings, one-on-one review sessions, and individual observation sessions monthly.
• Monitor shipper satisfaction and service quality throughout the shipper journey.
• Maintain open communication with all stakeholders across different geographies throughout the shipping cycle.

Skills & Qualifications

• Proven track record managing a team of minimum 5 customer support executives.
• Thorough knowledge of the company's services and business operations.
• Strong administrative and organizational skills with computer literacy for reporting.
• Excellent verbal and written communication skills.
• Ability to maintain calm under pressure and problem-solve effectively.
• Ability to collaborate across functions with strong interpersonal skills.

Sitting at the intersection of account management and technical client advocacy, the Client Relations Manager manages post-sales relationships for strategically significant accounts, overseeing SLA delivery, profitability, and customer satisfaction across Share/Stock Plans and FinTech products. Operating across implementations, operations, and service desk teams, this role leverages internal subject matter experts to maximize client investment value and monitors the CRM tool to maintain up-to-date account intelligence.

Duties

• Manage the post-sales relationship for strategically significant accounts.
• Introduce Service Desk and manage SLAs as part of the post-sale handover.
• Serve as the primary client contact and advocate for day-to-day and escalated issues.
• Work closely with implementations, operations, and service desk teams to ensure optimal client handling.
• Establish and maintain customer satisfaction through account planning, proactive communication, and performance measurement.
• Ensure customers receive maximum value from the product.
• Leverage internal subject matter experts to help customers optimize their investment and meet program objectives.
• Be responsible for fees and the profitability of assigned clients.
• Monitor and maintain the CRM tool (Microsoft Dynamics) with up-to-date information at all times.
• Keep up to date with industry information that could provide value to clients or internally.

Experience & Qualifications

• Minimum 2-5 years of account management experience supporting global companies.
• Minimum 2 years of demonstrable experience managing Share/Stock Plans, FinTech, or Financial Services accounts.
• 1-2 years of experience working with cloud-based software.
• Strong technical orientation with ability to work with complex technical products.
• Proven track record of successfully building and nurturing multi-level client relationships.
• Project management experience with excellent organizational skills.
• Ability to identify up-sell and cross-sell opportunities.
• Exceptional communication, critical thinking, decision-making, and problem-solving skills.

A key member of the institutional client solutions team, the Client Relations Manager leads the setup, conversion, and ongoing support of institutional banking relationships spanning treasury services, payments, and FDIC sweep offerings. Collaborating across Commercial Product Development, Sales, and senior executives, this role drives cross-sell strategies and integrates commercial products to generate consistent year-over-year client revenue growth.

Strategic Responsibilities

• Develop and manage ongoing institutional banking client relationships spanning treasury services, payments, banking services, and FDIC sweep offerings.
• Lead cross-sell strategies for existing client portfolios, marshalling sales and product management experts as needed to drive year-over-year revenue growth.
• Manage client set-up and conversion activities covering legal, operational, and technical aspects.
• Advocate for the strategic objectives of clients to enhance their view of the organization.
• Support clients on an ongoing basis with product development assistance, problem escalation, and special projects.
• Prepare senior executives for client meetings with relevant relationship information.
• Partner with the sales team to produce product collateral material for new prospects and close opportunities with subject-matter expertise.
• Collaborate with Commercial Product Development and Sales to integrate commercial and institutional products for existing clients.
• Exhibit executive presence to lead and participate in high-level meetings with internal and external senior executives.

Position Requirements

• Broad understanding of broker/dealer and fintech industries.
• Proficiency in Microsoft Office, including Word, Excel, Access, and PowerPoint.
• Strong analytical ability to drive results and proactively manage multiple priorities.
• Demonstrate strategic thinking with the ability to synthesize information and communicate relevant details effectively to diverse audiences.
• Ability to solve problems and deal with variables in situations where limited standardization exists.

Sustained growth in high-net-worth client recruitment depends on the Client Relations Manager, who delivers brand-building relationships with private clients and executes HNW recruitment strategies through networking, corporate events, and consistent brand communications. Based within the local marketing team and working alongside the head of marketing and brand managers, this role drives new consumer acquisition and serves as a key contributor to the Consumer Relationship Management platform.

Job Functions

• Operate as part of the local marketing team and deliver brand-building relationships with private clients.
• Deliver on the HNW recruitment strategy and create opportunities to network and build rapport with potential clients.
• Organize corporate and partner events together with the head of marketing and brand managers.
• Align with the marketing calendar and maintain a consistent brand voice across all communications, including Messenger, Line, SMS, and email.
• Actively recruit new consumers via networking and events.
• Serve as a key user and contributor to the Consumer Relationship Management platform, focusing on profile management, segmentation, and communication.

Professional Experience

• 6+ years of work experience in beverages, hospitality, or luxury marketing/retail preferred.
• Experience in communication, PR, CRM, marketing, and events.
• Familiarity with VIP engagements and the ability to provide product and pricing information to clients and business partners.
• Strong interpersonal, communication, presentation, and negotiation skills.
• Highly motivated, dynamic, and proactive with the ability to work under pressure.
• Good spoken and written English.

As the Client Relations Manager, this role manages the onboarding of new business clients and serves as a liaison between Relationship Managers, the Business Credit Center, and Operations to gather documentation, draft Letters of Intent, and identify cross-sell opportunities. The business banking team relies on this work to monitor territory sales efforts and develop complex analyses that measure the effectiveness of sales resource allocation.

What You'll Do

• Partner with Relationship Managers to manage the onboarding of new business clients.
• Serve as liaison to Business Credit Center and Operations in gathering required documentation and coordinating third-party reports.
• Draft Letters of Intent for deals in consultation with Relationship Managers.
• Provide client service, participate in joint sales calls, respond to credit questions, and identify cross-sell opportunities and referrals.
• Monitor the sales effort within territories and develop complex analyses to measure trends and effectiveness of sales resource allocation.

Education & Experience

• Bachelor's Degree in finance, business, accounting, economics, or a related field.
• 5+ years of experience with business credit acumen, including credit training and experience in credit requirements.
• Understanding of regulations governing financial products and services.
• Good understanding of products, services, and sales campaigns.
• Proven ability to develop and cultivate customer relationships.
• Excellent interpersonal, team-building, and communication skills.

Client Relations Manager delivers extraordinary service to advisers and clients within a financial services firm, managing individual workload while upholding company values and taking full accountability for issue resolution through to completion. The work directly supports a culture of continuous improvement, with the role taking ownership of personal development and collaborating with team members to maximize the customer experience and journey.

Accountabilities

• Provide extraordinary service to every adviser and client encountered.
• Work in close partnership with firms to maximize their customer experience and journey.
• Plan and manage own workload while collaborating with and supporting other team members.
• Live the values and understand how approach impacts the client.
• Take accountability for issues that arise and see them through to resolution.
• Take ownership of personal development and embrace all opportunities to learn and grow.

Background & Experience

• Previous experience providing exceptional customer service in financial services.
• Good understanding of financial products, legislation, and procedures.
• Experience with systems, in particular Microsoft Office.
• Confident and natural communication style with a collaborative approach.
• Proactive with initiative to challenge the status quo and find better ways of doing things.

The Client Relations Manager shapes lasting customer relationships in the commercial landscaping sector by communicating service needs, introducing new landscape opportunities, and maintaining accurate records of contract and enhancement work. Reporting to management staff, this role sustains existing client accounts through best-practice scheduling, contract renewal support, and referral generation across a defined customer base.

Day-to-Day Responsibilities

• Communicate competently with current customers to ensure all customer service needs are met.
• Work with management staff to determine best practices and schedules for services performed.
• Introduce and develop new landscape opportunities for the current customer base.
• Sustain relationships with current customers to encourage contract renewals and referrals.
• Maintain accurate records of contract services and enhancement work performed for specified customers.

Knowledge, Skills & Abilities

• 2+ years of experience in commercial landscaping with management experience.
• Knowledge of regulations and standards of the commercial and residential landscape industry specific to the region.
• Familiarity with best practices regarding safety for crew members, the public, and the environment.
• Working proficiency with Microsoft Word, Excel, and Outlook.
• Functional proficiency in Spanish is preferred but not required.

Embedded within the Client Solutions team, the Client Relations Manager develops institutional client coverage across Latin America, planning roadshows, sourcing new investment opportunities, and positioning the firm's private markets solutions to attract and retain institutional investors. Working closely with investment, portfolio management, and client service teams, this role oversees junior professionals and supports fundraising success by matching client portfolio needs to the firm's investment solutions.

Ownership Areas

• Act as the first point of contact for existing and prospective clients in Latin America through regular in-person meetings, phone calls, and other communications.
• Develop a thorough understanding of clients' portfolios and the firm's investment solutions to match clients' needs.
• Plan in-country meetings, roadshows, and events in Latin America to develop client relationships and attract new clients.
• Develop relationships with key public regulators in Latin America and advocate for the development of private markets for institutional clients.
• Work collaboratively with the firm's internal teams to best serve clients' needs.
• Proactively source new investment opportunities from existing and prospective clients.
• Understand key competitors' offerings and position the firm's solutions effectively.
• Help oversee and manage junior professionals on the team and prepare materials for client meetings.

Minimum Qualifications

• Bachelor's degree required; MBA, Master's, and/or CFA preferred.
• 5-10 years of highly relevant work experience, preferably in the private markets industry, with experience with institutional investors in the region a strong plus.
• Demonstrated success in managing client relationships and converting new institutional clients with a track record of fundraising success.
• Excellent organization, project management, and multitasking skills with self-drive to improve team efficiency.
• Strong negotiating skills for internal and client discussions.
• Excellent written, verbal, and presentation skills with native Spanish and strong English.
• Reliable, positive team player with passion for working with institutional clients professionally and ethically.

Reporting to senior operations leadership, the Client Relations Manager oversees a customer contact team and manages escalations, coaching, and cross-functional coordination to deliver a frictionless client experience across luxury retail boutiques and brand partners. Partnering with brand Maisons, operations, and technical teams, this role advances a strong culture of client centricity that elevates customer satisfaction and service quality organization-wide.

Leadership Responsibilities

• Oversee the customer contact team to ensure delivery of quality customer service.
• Ensure departmental procedures, processes, and brand policies are deployed appropriately.
• Develop a strong culture of client centricity and motivate and supervise the team on a day-to-day basis.
• Manage, coach, and evaluate team performance, defining training needs and implementing action plans to meet objectives.
• Build and establish positive relationships with internal and external customers and develop business partner relationships across brands, boutiques, and retailers.
• Attend meetings with brand partners regularly to share CS updates and identify service gaps to elevate client experience.
• Manage customer escalations and coordinate resolution efforts cross-functionally to ensure issue ownership and communications are fulfilled.
• Work closely with operations and technical teams to enhance the customer journey, including communication quality, service lead time, and customer satisfaction rate.
• Drive customer centricity throughout the organization and coordinate with different brands to ensure a frictionless customer experience.

Education & Experience

• Bachelor's degree required.
• Prior experience in retail, customer service, hospitality, or luxury brand environments, including a minimum of 3 years in a leadership role preferred.
• Resourceful with excellent problem-solving skills.
• Strong business acumen and high integrity.
• Strong interpersonal skills with the ability to work with people at various levels under pressure.
• Confident, engaging, self-motivated, and detail-oriented with the ability to multi-task and maintain confidentiality.

Sitting at the intersection of client relationship strategy and legal business development, the Client Relations Manager refines action plans for assigned client teams in collaboration with the Director of Client Relations, coordinating events, CLE trainings, pitches, and reporting to deepen client value. Operating across Business Development, Department Chairs, and Firm departments, this role advances growth opportunities and ensures an exemplary client experience across all administrative and relationship touchpoints.

Scope of Work

• Work closely with the Director of Client Relations to develop, maintain, and execute action plans for assigned client teams.
• Regularly communicate with client teams through monthly newsletters, client team meetings, and other avenues on the progress of plans.
• Organize client team meetings, draft and distribute notes and action plan updates, and actively participate in discussions and agenda-setting.
• Prepare for and attend Department Chair meetings to discuss client relationships.
• Spot opportunities for growing client relationships and exercise creativity in converting those opportunities.
• Suggest, plan, execute, and attend client events, CLE trainings, and sponsorships designed to deepen client relationships.
• Conduct outreach to client relationship partners about invitation lists, CLE sessions, award nominations, and other value-add services.
• Provide guidance to Business Development colleagues on pitches and coordinate cross-practice pitches.
• Coordinate client reporting, both proactive and reactive, to ensure timely, accurate, and clear responses.
• Liaise with Firm departments and client timekeepers to ensure compliance with guidelines, assist with billing queries, and serve as point of contact for internal questions.
• Support client interviews with prep materials and ensure appropriate follow-up based on interview feedback.
• Remain informed on developments in clients' businesses and proactively seek out growth opportunities.

Technical Qualifications

• Bachelor's degree required.
• 5 years of experience in legal business development and/or client relations, with experience at a similar law firm strongly preferred.
• Knowledge of business and/or strategic planning highly preferred, with ability to visualize quantitative and qualitative information.
• Ability to cultivate and maintain strong relationships with client contacts, including directly responding to client requests in a legal services environment.
• Strong critical thinking, analytical, and research skills with the ability to synthesize large amounts of information into practical intelligence.
• Strong communication skills with the ability to present ideas clearly, interact substantively with all levels of the firm, and lead cross-operationally.
• Advanced writing and editing skills.

A key member of the client relations team, the Client Relations Manager advances an assigned book of reaccreditation accounts through daily outbound engagement, renewal management, and client business reviews aligned to monthly and quarterly retention goals. Collaborating across departments and with the Sales team, this role maintains institutional knowledge of client accounts, leads contract negotiations, and identifies portfolio expansion opportunities to support organizational revenue targets.

Areas of Ownership

• Serve as the point of contact, trusted advisor, and advocate to the client while maintaining high satisfaction and delivering on client interests.
• Maintain a high daily volume of outbound calls and emails to nurture client relationships and respond to information requests with urgency.
• Solve client issues and escalate to the Director of Client Relations as appropriate, and conduct client business reviews to identify issues and opportunities.
• Maintain client retention by creating long-term relationships, managing the renewal process, and meeting revenue goals for assigned accounts.
• Understand the portfolio of accreditation and certification offerings to explain changes and updates to clients during contract renewals.
• Review and settle notices of change submitted by clients, update the renewal log, and forecast renewal dates to balance workload.
• Work across departments to maintain and grow institutional knowledge of client accounts, lead negotiations, and ensure adherence to contract terms.
• Alert the Sales team to opportunities for adding programs to a client's portfolio and follow up on status.
• Achieve department targets and metrics while prioritizing project work to meet deadlines.

Required Qualifications

• 3 to 5 years of client relations management experience in a business-oriented organization.
• Proven record of success meeting and exceeding business retention revenue goals with excellent project management skills.
• Proficient in Microsoft Word and Excel, with Salesforce or other CRM system experience preferred.
• Excellent interpersonal skills, empathy, strong listening and problem-solving skills, and ability to build customer relationships at all organizational levels.
• Demonstrated ability to work independently and as a proactive team player, managing multiple priorities under pressure with strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Proven ability to take direction from multiple sources and respond quickly to unexpected questions.