Client Experience Relationship Manager (MS)

Client Experience Relationship Manager (MS)

The Client Experience Relationship Manager supports the delivery of high-quality, consistent experience for Managed Services clients. Aligned to a specific service line, this role combines subject matter understanding with client-facing responsibility. The Relationship Manager works closely with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively, client needs are understood, and opportunities for improvement or expansion are identified. This role sits at the intersection of client, delivery, and product, and requires both strong relationship skills and operational awareness.

What you'll do:

• Client Experience & Relationship Support
• Build and maintain strong working relationships with client stakeholders
• Serve as a day-to-day point of contact for assigned clients within your service line
• Ensure clear, consistent communication on deliverables, timelines, and expectations
• Onboarding & Continuity Support
• Support onboarding of new clients, ensuring a smooth transition into delivery
• Help align client expectations with how services are delivered
• Ensure continuity of experience as services evolve
• Delivery Alignment
• Work closely with analysts and delivery teams to ensure client needs are understood and met
• Translate client feedback into actionable inputs for delivery teams
• Identify and escalate issues that may impact client experience
• Service Line Expertise
• Develop strong understanding of your assigned service line, including offerings, delivery model, and key value drivers
• Act as a bridge between client needs and service line capabilities
• Growth & Opportunity Identification
• Identify opportunities to expand services based on client needs and gaps
• Partner with Client Experience Director and commercial teams to shape and support expansion opportunities
• Continuous Improvement
• Identify patterns, issues, or inefficiencies impacting client experience
• Contribute to improvements in how services are delivered and communicated

To qualify for the role, you must have:

• Bachelor's degree
• Minimum of 4 years of experience in client service, consulting, account management, or delivery roles
• Proven track record of managing large strategic accounts

Skills and attributes for success:

• Experience working in a services or delivery-based environment
• Strong communication and relationship-building skills
• Ability to understand and explain complex services or solutions
• Strong organizational skills and attention to detail
• Ability to work across teams and manage competing priorities
• Commercial awareness and ability to identify client needs and opportunities
• Comfort operating in a fast-paced, evolving environment

Ideally, you'll also have:

• Experience in one or more relevant service lines (Anti-Money Laundering, Code of Ethics, Communications Surveillance, Marketing Review, Regulatory Filings, Research Compliance Solutions)
• Exposure to Managed Services or similar delivery models
• Experience working with enterprise or complex clients

What working at ACA offers:

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes an annual discretionary bonus, pension, private medical insurance, group life insurance, group income protection, subsidized corporate gym membership, season ticket loan, employee assistance programme, and more. Our time off options include up to 26 days of annual holiday allowance and statutory bank holidays, as well as days off for your work anniversary, career development, and volunteering.

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Salary Range: $90 - 130K