Client Relationship Manager - Remote

Overview

Guideline is seeking a Client Relationship Manager to join our growing team. This position is within our Customer Success department.

In Short

• 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

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
• CRPS or QKA a plus
• Bachelor’s degree preferred or equivalent field-related experience
• Ability to pass background and credit check for employment

Benefits

• Health: Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Parental Leave: Paid parental leave for birthing and non-birthing parents
• Generous Time Off: Flexible time off in addition to company holidays
• 401(k) Plan: We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits: 1-month paid Sabbatical after 5 years of employment