Client Relationship Manager

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

What You Will Work On
This individual will be responsible for fully resolving and project managing complex issues via phone, email and google meet, while providing a holistic and consultative approach.  This position serves as the go-to person for clients after onboarding and is responsible for customer retention and loyalty. We are seeking a natural client advocate who will go to great lengths to provide clients with a world class service experience and who will identify ways to retain customers at Guideline. This is a perfect opportunity for someone who has strong customer service experience and who loves to build relationships.

• 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

The Team
Customer Success makes sure that our customers have a great user experience.  We are a high-energy group and work closely with the departments in Customer Operations.  The company relies on us to maintain customer satisfaction and high retention rate.

What We’re Looking For

• 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

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.