Manager, Client Relationship Management

Summary

Join Guideline as the Manager, Client Relationship Management, leading a team of Client Relationship Managers in providing exceptional support to B2B customers. You will optimize support functions by defining processes, tools, and best practices, while overseeing team performance and ensuring efficient resolution of customer inquiries. The role involves cross-functional collaboration with Sales, Marketing, Engineering, and Product teams. Success in this role includes maintaining high team performance in customer satisfaction, productivity, and quality assurance, as well as improving support workflows and response times. The ideal candidate will have 5+ years of customer support experience, including 3+ years managing a remote team, and 2+ years in the 401k or financial industry. This remote position offers a competitive salary, equity, and comprehensive benefits.

Requirements

• 5+ years of customer support experience, with a proven ability to build or scale functions as the customer base grows
• Minimum 3+ years of experience independently managing a remote & geographically-dispersed customer service/support/account management team
• 2+ years in 401k or financial industry
• Excellent communication skills with FinTech industry gravitas
• Must have strong stakeholder management skills and easily adaptable in fast paced work environment
• Executive presence with an ability to take initiative and find creative solutions & effective ways of communicating business solutions
• Documented experience thriving in a customer support role, showcasing expertise in achieving and surpassing build and tracked KPIs
• Excellent communication, interpersonal, and problem-solving skills, with the ability to navigate the personal finance space and relay complex information effectively
• Experience collaborating with colleagues across different teams, partnering to drive the best possible customer outcomes
• High-energy and engaging personality with the ability to convey patience, leadership and remain calm in stressful situations
• Proven track record of building a team of Customer First agents that drives and improves customer loyalty and retention
• Strong leadership and team building skills, experience managing a team in a high-growth environment
• CRM software, including Salesforce
• Reporting software, including Looker
• Google Sheets, Slides, Docs, MS Excel, Word, PowerPoint

Responsibilities

• Cross-Functional Collaboration: Act as a voice of the customer, sharing actionable insights and feature requests with relevant stakeholders
• Identify emerging trends, issues, or problems impacting customers and communicate to internal stakeholders to create best practices and processes
• Customer Support Operations: Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a customer-first mentality
• Design and implement best-in-class customer support policies and procedures to measure success
• Oversee daily operations of the CRM team, ensuring SLAs and KPIs are consistently met
• Engagement and Collaboration: Lead day-to-day operations of the CRM team, including managing a growing team to support rapidly expanding business needs
• Knowledge and Expertise: Build documentation for ease of educating internal teams on processes and knowledge, as well as onboarding new CRMs
• Collaborate with cross-functional teams to ensure the knowledge base and customer-facing documentation are accurate and comprehensive
• Metrics & Reporting: Build and maintain reporting and dashboards + track team performance and convey key product gaps to leadership
• Prepare and present reports on support trends, team productivity, and customer satisfaction to the leadership team
• Process Optimization: Conduct reviews of team interactions, including calls, emails, and documentation, to identify areas for improvement
• Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency
• Proactively identify trends in customer challenges to drive continuous improvement in product and service delivery
• Provide feedback to support continuous improvement to eliminate process defects that impact customers
• Team Management and Development: Coach, Train, and Develop CRMs to achieve performance goals and development objectives
• Conduct regular team meetings to review performance metrics, discuss challenges, and share updates on industry trends and changes
• Engage in hiring and recruiting activities to attract candidates that demonstrate our customer-first values
• Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving
• Lead, mentor, and manage a team of CRMs, setting performance expectations, conducting regular performance reviews, and providing ongoing support and development

Benefits

• 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
• Paid parental leave for birthing and non-birthing parents
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 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