Relationship Manager

At First Rate, we help financial institutions transform complexity into confidence through innovative WealthTech solutions, services, and data insights. Founded in 1991 and headquartered in Arlington, Texas, First Rate serves clients around the world while remaining privately held, entrepreneurially driven, and focused on building long-term relationships. Our culture is guided by four core values: Love, Give, Serve, and Enjoy . These values shape how we support one another, serve our clients, and invest in our communities. We believe meaningful work and meaningful lives go hand in hand, creating an environment where co-workers can grow professionally, make an impact, and enjoy the journey. ABOUT THE ROLE This position offers the opportunity to work alongside talented professionals, solve complex challenges, and contribute to initiatives that help drive the future of our products, services, and business. Success in this role requires a commitment to excellence, strong teamwork, and alignment with First Rate's culture and values. This role is accountable for retaining profitable and referenceable clients by providing leadership and strategic direction that result in revenue growth and cohesive service experience that exceeds client expectations with timely and accurate performance and solutions. STRATEGIC WORK: Client Duties Plan in-person annual relationship visit with business partners once per year to develop internal sales strategy. Identify solutions that would be appropriate for each client and work with BD/PS & team to sell and implement. Act as project sponsor for new and existing clients to ensure expectations are met and where possible exceeded. Represent client to First Rate partners with goal to create win/win outcomes. Act as SME and review, approve, and edit statement of work and FRAME submitted by Business Development. Department Duties Provide input on prioritization for Process Improvement Resource according to relationship needs. Provide direction to Technical Support Team for process improvements. Oversee training of performance analysts and auditors in using best practices and First Rate products and solution for correction data exceptions. Communicate company and department messages being cascaded through organization. Business Health Participate in business development activities such as contract reviews (MSA/SOW). Identify ways to automate, improve and simplify processes to positively impact profitability and client experience. TACTICAL WORK: Responsible for escalated dispute resolution with client regarding solutions or invoicing. Responsible for keeping clients on supported releases. Ensure all SLA and monthly processing deadlines are met and proactive communication is accomplished by team. Control transfer of custom programs and upgrades into UAT and Production verifying proper testing has occurred so that little to no disruption occurs in production. Conduct regular meetings using KPI data with client. Document conversation and develop resolution plan for action items and elevate issues as needed to Channel Partner manager or Managing Director. Ensure processing and operational documentation is kept up to date and standard ROR audit processes are followed. Communication of enhancements, patches, and upgrades with clients ensuring on-time delivery of new functionality STANDARDS: Work product and services are made in accordance with company values and policies. Represent the Company in interactions with clients, employees and partners in a way that enhances the Company's reputation. Create and support an environment that encourages and fosters continuous innovation. Clear and concise communications. Client communications will be professional (proper punctuation, spelling, grammar, concise language). Objectivity and impartiality when dealing with client, employees, and other First Rate business lines. Moderate travel required - 1 week per month average. REQUIREMENTS: 5 years or more of Managing Client Relationships experience. SaaS or professional services related industry experience preferred Experience defining gaps, implementing and improving policy and procedures CFA or CIPM designations preferred Excellent communication and interpersonal skills. Ability to work well under pressure and meet tight deadlines. Proven track record in managing a team of financial professionals. #J-18808-Ljbffr