Client Services Manager

Client Service Manager

**Location:** Hybrid – In-office presence in Fairfax, VA required Tuesdays/Thursdays

**Reports to:** COO (direct oversight), Firm Partner (functional oversight)

**Role Type:** Client Service/Concierge/Basic Operations

**Salary:** $65,000-$70,000 with benefits

Role Purpose

The Client Service Manager (CSM) deepens client relationships while creating meaningful capacity for the firm's advisors. Each CSM develops a detailed understanding of their assigned clients, provides highly personalized concierge-level service, supports the assigned advisor's day-to-day organization and client needs, and executes routine operational requests. The role is designed to help clients feel known by the firm - not only by an individual advisor - while allowing advisors to focus on advice, relationships, business development, mentoring, and other higher-value work.

Core Priorities

1. Deepen and Institutionalize Client Relationships

• Develop genuine relationships with assigned clients and learn the personal details, preferences, milestones, family context, and service expectations that help the firm provide thoughtful, individualized care.
• Notice and respond appropriately to meaningful client moments, including birthdays, retirements, deaths, illnesses, family changes, and other significant events.
• Proactively prepare advisors for client interactions by surfacing relevant relationship information and recent developments.
• Capture meaningful relationship intelligence in Wealthbox so that client knowledge belongs to the firm and remains accessible for cross-coverage and continuity.

2. Create Advisor Capacity

• Work closely with the assigned advisor to identify appropriate administrative, concierge, coordination, and service responsibilities that can be delegated.
• Manage the advisor's calendar and agreed-upon business email responsibilities according to the advisor's preferences and firm standards.
• Coordinate meeting preparation, including gathering client information, identifying outstanding items, and working with other staff members to obtain required materials.
• Provide reminders, follow-up, coordination, and client support that allow the advisor to spend more time on work requiring advisory judgment, senior relationship involvement, business development, mentoring, or strategic contribution.
• Accommodate advisor preferences where practical without bypassing firm-wide operational, compliance, workflow, or documentation standards.

3. Execute Basic Operations and Concierge Service

• Own routine client service and basic operational workflows from initiation through completion, including straightforward account maintenance, distributions, annual RMD tracking and processing, and simple account openings.
• Provide factual and procedural information within the CSM's knowledge and training; research or escalate when rules are unclear, circumstances may create an exception, or the question could require advisory judgment.
• Coordinate client gifts, recognition, meeting hospitality, and other concierge activities within firm and compliance guidelines.
• Maintain visibility into work that affects assigned clients and follow up when a client is waiting, even when another team member owns the technical execution.

Operating Expectations

• Maintain complete, current, and useful client relationship information in Wealthbox in accordance with firm standards.
• Use judgment and available resources before escalating routine questions. CSMs are expected to be resourceful, independent, and comfortable operating with reasonable uncertainty while recognizing when a matter is outside their lane.
• Personalize service above the firm's minimum standard; never reduce, skip, or redesign required operational controls based on an advisor preference.
• Identify recurring bottlenecks, service issues, or improvement opportunities and bring them to the COO. Process and workflow changes are approved by the COO.
• Support cross-coverage across the Client Service team. Primary advisor assignments create relationship continuity but do not create separate practices or isolated operating models.
• Use Wealthbox documentation to maintain visibility rather than creating unnecessary duplicate communication, copied emails, or intermediary work.

Cross-Coverage & Continuity

CSMs operate as one Client Service team with primary advisor assignments. Any CSM should be able to provide competent coverage for another CSM by relying on Wealthbox relationship information, established workflows, firm-wide service standards, and the shared ClientService communication channel. Individual relationships will naturally differ; the expectation is not identical relationships, but institutional continuity.

What Success Looks Like

Clients feel known, cared for, and confident that the firm will take care of them. Advisors experience meaningful relief from routine service and administrative demands while remaining engaged when their judgment or relationship involvement is needed. Client knowledge is captured in Wealthbox, routine work is handled at the appropriate level, cross-coverage is seamless, and the CSM exercises sound judgment without unnecessary escalation.

Qualifications & Characteristics

• Warm, personable, and comfortable developing genuine relationships with clients.
• Highly organized with strong follow-through and attention to detail.
• Resourceful and able to take initiative without requiring constant reassurance.
• Exercises sound judgment: knows when to act independently, when to research, and when to escalate.
• Comfortable working with some ambiguity while respecting clearly defined boundaries and firm standards.
• Strong written and verbal communication skills.
• Able to learn new systems, financial-services vocabulary, and routine operational procedures quickly.
• Prior financial-services experience is helpful but not required (Wealthbox, AssetMark, LPL, etc); relevant client service, hospitality, professional services, executive support, or other high-touch experience may translate well.

Career Path

The Client Service Manager is designed as a strong, long-term standalone role rather than a required stepping-stone to another position. Future opportunities may be considered based on individual aptitude, firm needs, and available roles, but advancement into Client Experience, complex Operations, advising, or another function is not an automatic component of the position.

Compensation & Schedule

Full-time, with hybrid flexibility (some in-office work required)

Salary range: $65,000–$70,000 depending on experience, with potential for performance-based bonuses

Benefits to be discussed during the interview process