Client Services Manager

Job Description

Position Overview:

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The Client Services Manager at a well-regarded boutique investment management firm, based in Chicago is a pivotal role dedicated to receiving and enhancing client relationships, with a strong focus on repairing and retaining clients. This role will develop and implement structured processes to provide special attention to clients, ensuring their long-term satisfaction and loyalty. The aim is to intervene and improve relationships that are at risk, utilizing the full range of the firm's resources to restore client confidence and satisfaction.

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Key Responsibilities:

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Client Relationship Management:

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• Improve and create metrics for advisors in order to establish and nurture long-term relationships with clients, understanding their unique financial needs and objectives.
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• Proactively resolve client issues and concerns, ensuring a high level of client satisfaction and retention.
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• Conduct oversight and regular, in-depth conversations with advisors with their clients to assess and improve their skills to improve the client experience and service model.
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• Establish and nurture long-term relationships with clients, understanding their unique financial needs and objectives.
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• Proactively resolve client issues and concerns, ensuring a high level of client satisfaction and loyalty.
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• Conduct regular, in-depth conversations with clients regarding market conditions, asset allocations, and investment strategies.
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• Take full ownership of client outcomes — treating every relationship as a long-term commitment worth protecting, not a transaction.
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• Identify early warning signs of client dissatisfaction or disengagement and act decisively to address them before they become retention risks.
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• Approach difficult or emotionally charged client conversations with confidence and composure, turning moments of doubt into renewed trust.
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• Serve as a steady, persistent advocate for the client relationship internally — coordinating with advisors, service teams, and leadership to ensure no client concern falls through the cracks.
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• Bring a competitive, results-driven mindset to relationship management, understanding that every retained client represents a meaningful win for the client and the firm.
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Retention and Relationship Repair:

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• Develop and implement a structured process for receiving, managing, and improving client relationships, particularly those that are at risk.
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• Create and execute tailored retention strategies to address client concerns and enhance their satisfaction.
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• Monitor and analyze client feedback and engagement to identify areas for improvement and implement corrective actions.
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Utilizing Firm Resources:

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• Leverage the firm's resources to uncover and provide solutions for clients who are unhappy or have specific needs.
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• Offer comprehensive services such as financial planning, estate planning, tax strategy, various investment strategies, and custom portfolio solutions.
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• Coordinate with internal teams and departments to deliver these solutions effectively and efficiently.
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Team Leadership and Development:

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• Drive team performance and training with proactive solutions to common client pain points which lead to client dissatisfaction.
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• Recruit, onboard, train, and supervise client service staff, coordinating assignments and evaluating problem areas to determine potential reassignments and training needs.
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• Create, update, and improve systems of tracking activity, ensuring staff efficiency and effectiveness in retention and growth efforts.
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Collaboration and Coordination:

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• Work closely with senior partners and other departments to gather information, coordinate meetings, and deliver comprehensive financial planning services.
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• Collaborate with portfolio managers, tax advisors, estate counsel, and other professionals to implement client strategies effectively.
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• Partner with groups across the Firm on process improvement and day-to-day problem-solving.
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Qualifications:

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• Bachelor's degree in business, Finance, or a related field.
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• Minimum of 5 years of experience in financial services management, client relationship management, or a related field.
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• Must have a thorough understanding of the industry and our largest competitors in order to re-sell services against their offerings and model
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• Must hold Series 65 license. CFP is strongly preferred.
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• Proficient in MS365, Salesforce CRM, MS Excel, Word, Outlook, and PowerPoint; experience with related technology software and planning tools is a plus.
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• Strong knowledge of investment concepts, practices, and procedures in the securities and insurance industries.
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• Excellent communication, presentation, time-management, and organizational skills.
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• Proven ability to build and maintain strong client relationships.
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• Charismatic, driven, and financially savvy individual with a passion for client service and retention.
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Preferred Experience:

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• Experience working with high net worth and ultra-high net worth clients.
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• Advanced understanding of investments, insurance, taxation, and estate planning.
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• Ability to provide high-touch, comprehensive wealth management services.
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• Experience in public speaking and writing on financial topics.
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• Successful completion of a background check and pre-employment assessments.
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A generous compensation package with salary and bonus potential will be offered to the right candidate. Let's make sure it's a good fit for both of us.