WHAT DOES A CLIENT RELATIONS MANAGER DO?

The Client Relations Manager serves as the primary day-to-day liaison for all administrative and service needs of clients, ensuring responsive and accurate support. This role entails collaborating with team members to proactively offer a comprehensive suite of wealth management and investment solutions to private wealth clients, enhancing client satisfaction and engagement. By fostering strong relationships and effectively managing client accounts, including all aspects of account opening and closing, money movement, and routine reporting, the position is pivotal in retaining and expanding client business.

A Review of Professional Skills and Functions for Client Relations Manager

1. Client Relations Manager Duties

  • Onboarding: Accompanying and onboarding all new doctors during their first year of membership with TopDoctors.
  • Profile Management: Ensuring that doctor profiles are completed to the client’s liking, within the scope of style and format.
  • Collaboration Encouragement: Encouraging doctors to collaborate with the Content Team to create articles and videos for publishing to their TopDoctors profile.
  • Account Management: Supporting PPM’s Accountant relationships – responding to queries, scheduling joint meetings, and promoting PPM’s IMA and SMA solutions.
  • Sales Promotion: Proactively promoting PPM’s IMA and SMA solutions to prospective new clients through outward calls, meetings, and supporting marketing activities.
  • Advisor Liaison: Liaising with external advisors with regards to promoting the SMA product line.
  • Website Maintenance: Website updates as directed by the website coordinator.
  • Event Coordination: Coordinating and/or assisting in the marketing and events’ schedules.

2. Client Relations Manager Details

  • Project Coordination: Coordinate project teams and act as liaison between Solutions Advisor, Client, and Program Coordinator to drive successful delivery of project/program.
  • Client Support: Ensure prompt and accurate answers to clients’ queries.
  • Relationship Building: Build strong client relationships through regular communication.
  • Communication Coordination: Communicate and coordinate with instructors regarding client needs and session details.
  • Scheduling: Schedule and contract engagement with client, provider, and program coordinator.
  • Account Reporting: Report on the status of accounts.
  • Contract Preparation: Prepare contracts for clients and instructors.
  • CRM Management: Create, update, and keep current project and customer records in CRM system.
  • Financial Support: Support invoice and payment processing.
  • Client Engagement: Attend client meetings and events.
  • Event Participation: Attend conferences and trade shows.

3. Client Relations Manager Responsibilities

  • Client Coordination: Serves as a main day-to-day point of contact for all client administrative and service needs.
  • Team Collaboration: Collaborates with team members to proactively deliver a full range of wealth management/investment management and planning solutions to private wealth clients.
  • Client Response: Responds quickly and accurately to client service issues and concerns.
  • Proactive Communication: Addresses service issues proactively and communicates regularly with the client.
  • Client Retention: Seeks to retain and expand business with existing clients by anticipating client needs and proactively introducing additional wealth management solutions as appropriate.
  • Referral Generation: Seeks to generate referrals from satisfied clients and their other external advisors.
  • Operational Collaboration: Collaborates with operations, compliance, outside custodial partners, IT/systems, and other vendors as necessary to properly administer and manage client relationships.
  • Account Management: Opens (and closes) accounts, which will include document processing, securities transfer, compliance, and important reporting requirements (DOL, etc.), and problem resolution.
  • Service Management: Is responsible for other routine/day-to-day client service requirements including client money movement, cash management, routine client reporting, client custodian issues, operational problems affecting the client, client correspondence and document maintenance, and general portfolio inquiries.
  • Professional Development: Continues to expand knowledge base by attending internal investment meetings, education seminars, and continuing education within FWIA.
  • Educational Participation: Attend outside seminars and education sessions approved by management.
  • Advisor Liaison: May serve (along with teammates) as a liaison with the client's other outside advisors as required, namely accountants, tax and estate attorneys, trustees, administrators, agents, and business associates, etc.

4. Client Relations Manager Accountabilities

  • Sales Skills: Convince and convert introduced clients to use services by introducing the strength of products/services compared to others.
  • Financial Advisory: Provide financial advice to clients for suitable investment products we offer.
  • Process Clarity: Explain the onboarding, KYC/AML process clearly to the clients to make sure the clients are not confused.
  • Client Support: Support the clients' ongoing queries before, during, and after any transaction.
  • CRM Standards: Provide private banking standard client relationship management to clients.
  • Team Collaboration: Work closely with the head of the business development team to help manage channel relationships.
  • Cross-functional Coordination: Work with the product team, branding team, compliance team, and operation team to make plans for product improvements, new licenses, and new operational processes that can improve customer user experience.
  • Talent Matching: Proactively match and reverse market candidates to client job opportunities.
  • Relationship Management: Build, manage, and maintain client relationships.
  • Recruitment Support: Assist the team with end-to-end recruitment requirements.
  • Account Management: Account management of acquired clients with a focus on organic growth.

5. Client Relations Manager Overview

  • Consultant Support: Providing support and knowledge to consultants around commercial agreements with the end client base.
  • Business Development: Proactive and reactive business development across the industry for all relevant Phaidon International brands.
  • Job Sourcing: Source, log, and assist in the execution of cross-sold jobs within the Technology sector.
  • Performance Improvement: Drive and improve cross-sold job fill rates across Technology groups.
  • Account Management: Provide account management, dispute resolution, and strategic advice for key Tech clients.
  • SME Expertise: Be the primary SME for all key Industrial accounts across the EMEA business.
  • Client Meetings: Attend meetings with clients to start, maintain, and improve all relationships with them based on the number of roles, Net Fee Income (NFI) generated, and the depth of Phaidon penetration across the client.
  • Business Travel: Conduct business trips to assist in the above within the travel and BD budget provided.
  • Revenue Tracking: Track account revenue and changes in account revenue, including the depth and width of penetration of key contacts.
  • Global Coordination: Maintain weekly calls with all senior Tech staff globally to ensure information is shared and plans are delivered on.
Relevant Information
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What Does A Client Manager Do?