Client Services Manager

Job Description

Position Overview:

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.

Key Responsibilities:

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.