Client Relationship Manager

Summary

Join Guideline's growing Customer Success team as a Client Relationship Manager. You will be the primary point of contact for clients, resolving complex issues and managing projects via phone, email, and Google Meet. Build client loyalty, deliver a consultative client experience, and introduce new features and products. Manage 401(k) plan changes and upgrades, advocate for client product features, and collaborate with cross-functional teams. Identify at-risk customers and create retention solutions. This role requires strong customer service and relationship-building skills.

Requirements

• 3+ years experience in customer service, relationship management, account management, customer loyalty or Fintech
• 1+ years in customer retention/customer loyalty
• Results-driven with exemplary phone, listening, and writing skills
• Experience with customer support platforms and CRMs (Salesforce preferred)
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Demonstrated strong verbal and written communication skills
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Enthusiastic and high energy, but also poised, confident and extremely professional
• Ability to pass background and credit check for employment

Responsibilities

• Act as the primary point of contact for our clients
• Build client loyalty with each interaction
• Dedicated to the full issue resolution and client satisfaction
• Deliver a consultative, proactive and holistic client experience
• Drive product value by introducing new features and products to our clients
• Manage 401(k) plan design changes and upgrades for Guideline clients
• Advocate for client product features; provide user feedback for new product features
• Collaborate cross functionally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help clients
• Identify customers who are at risk, and create a customized solution to retain their business

Preferred Qualifications

• CRPS or QKA a plus
• Bachelor’s degree preferred or equivalent field-related experience

Benefits

• Health Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company paid disability and life insurance
• Optional Voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Parental Leave Paid parental leave for birthing and non-birthing parents
• Generous Time Off Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan We use our own platform and contribute 100% of employee contributions up to 5%
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year