Client Relations and Operations Manager

The Client Relations and Operations Manager supports all billable back-office functions with Client Success, Client Management and Client Onboarding

JOB DESCRIPTION

Client Success

• Collaborate with department heads to facilitate a seamless transition from deal closure to project initiation, ensuring a smooth client onboarding process.
• Proactively address and resolve client issues by leading cross-functional teams to analyze, strategize, and provide timely solutions.
• Oversee the client off-boarding process, extracting lessons learned and tracking metrics to enhance future client engagements.

Client Management

• Conduct regular check-ins with clients to ensure satisfaction, identify potential opportunities, and address any concerns.
• Act as a liaison between the sales team and department heads, ensuring a smooth handoff and effective project management.
• Communicate transparently with clients when addressing complaints, outlining next steps, and ensuring their overall needs are met

Client Onboarding

• Support in-house software developer with buildout of new client portal
• Collaborate with department heads to communicate upsell opportunities during the onboarding process.
• Facilitate internal kickoff calls to align teams and set expectations for client engagement.
• Coordinate the setup of project management tools like Asana to streamline communication and project tracking.

A SMALL PORTION OF THIS ROLE WILL FOCUS ON:

• Brand marketing - collaborate as a project manager with existing SEO firm and part-time marketing contractor for Finvisor website, landing page, etc. on an ad hoc basis.
• Collaboration for Finvisor AR / billing process - collaborate with Billing Specialist to ensure internally-built billing tool, and profitability tool achieves necessary outcomes; Backup for Billing Specialist on any complex client issue or AR process, if necessary
• Software Partners - Ensure prominent visibility of Finvisor on partner softwares; engage on ad hoc basis with partnership contacts at key SaaS partners

QUALIFICATIONS:

• Bachelor's degree in Business, Finance, or related field
• 7+ years of experience in financial services or related industry, with a focus on operations, client management, and project management.
• Proven track record of leading successful client relationships and driving operational excellence.
• Excellent communication, leadership, and interpersonal skills.
• 3+ years rigorous project management experience
• Familiarity with financial software tools and partnerships is a plus.

COMPETENCIES:

• High degree of attention to detail
• Trustworthy individual who holds sensitive information to strict confidentiality standards
• Strong analytical and problem-solving skills
• Comfortable dealing with numbers and the processing of financial information
• Self-motivated and accountable to goals set by self and others
• Able to plan, organize, and schedule in an efficient and productive manner while focusing on key priorities

BENEFITS:

• Salary:
• Base $90,000-$115,000 (adjusted for location)
• Quarterly Revenue Share Bonus (historical bonus ranges between 15-30% of base pay)
• Medical/dental/vision insurance, 401K contributions, FSA
• Unlimited vacation policy
• Exciting client base and close company culture
• 1-2x/year in-person team off-sites