Senior Client Relations Manager

Senior Client Relations Manager We are looking for an experienced and relationship-driven Senior Client Relations Manager to join our PSA Vault team. As the Senior Client Relations Manager, you will own the vault's relationship with its most valuable customers — the collectors and dealers whose collections carry significant financial and personal importance. You'll be the person these clients call directly, the one who knows the full status of their items at any given moment, and the one who makes sure their experience with the vault feels as premium as the collections they trust us with. Just as importantly, you'll build our VIP program largely from the ground up — designing how we identify, serve, and grow our highest-value relationships, and making sure that program works seamlessly alongside the workflows our core Customer Care team already runs day to day. You'll report to the General Manager, PSA Vault and work at our New Castle, DE office. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite. What You'll Do: Own the relationship for the vault's VIP and whale-tier customers, serving as their primary point of contact and the internal source of truth on the status of their items Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured Partner closely with the Customer Care team to fit VIP service into existing support workflows rather than building a disconnected parallel process Assess and respond to non-standard, high-value requests — unusual consignment terms, pricing questions on rare items, and lending-related deposits — where a generic answer won't do Coordinate directly with Vault Ops and Client Logistics on high-value shipment handling, including white-glove shipping, security pickups, and insurance coordination for valuable transit Build outbound growth channels for the vault — leveraging social media, collecting communities, and existing relationships to bring new and recurring high-value collectors to the platform Document recurring VIP procedures and partner with our Process & Standards team to bring them under the same audit standards as our core operations, so exceptional service never comes at the cost of accountability Escalate incidents with legal, compliance, or reputational exposure promptly and partner cross-functionally to resolve them Who You Are: Experience managing high-value, high-touch client relationships — in collectibles, luxury goods, financial services, or a comparable field where trust and discretion matter as much as responsiveness Comfort building a program from scratch rather than inheriting an existing playbook Strong judgment on when to move fast for a client and when to loop in the right partner A genuine cross-functional collaborator — this role only works well if Customer Care sees it as a partner, not a workaround Familiarity with the trading card or broader collectibles market is a plus Prior experience with valuation, high-end logistics, or lending-related transactions is a plus Strong understanding of Google Sheets, Docs, and similar tools Excellent written and verbal communication skills The salary range for this position is $138,824 - $163,322. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details. Reasons To Join Us: Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals Vacation: All salaried employees are eligible for flexible time-off Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays Employee Discounts: Employees receive discounts on select grading services for approved submissions Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Candidates must be authorized to work in the United States. Collectors Universe