Client Relationship Manager

Client Service DirectorKestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clientsThe Client Service Director is a senior individual contributor role within our Client Service team, responsible for delivering exceptional service experience to a defined group of financial advisors.This role blends relationship management, operational expertise and follow-through, and cross-functional coordination. You'll be the key point of contact for complex service matters, owning requests from start to finish and advocating for your advisors across internal teams. While this is not a people leader role, it requires strong leadership traits: initiative, accountability, and the ability to influence outcomes across teams.What You'll Do:Act as a point of contact for all service-related matters for your assigned advisor segment Develop a deep understanding of each firm's structure, service preferences, and long-term goalsOwn and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomesBuild strong partnerships with Business Development, Relationship Management, and internal teams to align on our client's operational strategies and support growth and retentionServe as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgencyRespond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retentionProactively flag at-risk relationships and lead cross-functional efforts to address service gaps and retain client confidenceAnalyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement.Lead or contribute to cross-functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk.Collaborate with peers and leadership to define best practices and implement scalable service enhancements.Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness.Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high-impact solutions.Partner with other service directors to maintain consistency and share best practices across the client experience.What You Bring:8+ years of experience in client service, operations, or relationship management, preferably within financial services5+ years of experience in a leadership or client-facing strategic role, with cross-functional collaboration3+ years of broker-dealer experienceStrong understanding of brokerage, advisory, or investment products and servicesExperience supporting or working closely with financial advisors is highly preferredFamiliarity with CRM systems, workflow tools, and financial platforms is a plusProven ability to handle escalations and/or complex client requestsAbility to build rapport and trust in a fast-paced, professional environmentStrong process orientation with an eye towards scalability and efficiencyA proactive, solution-oriented mindset focused on delivering value to clientsProblem solving and decision making skills with attention to process and riskCertificates, Licenses, Registrations:SIESeries 7 License Required.Series 24 PreferredInternal Application Policy:Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.Benefits to support you:Competitive pay and benefits with a large employer (over 1600 employees nationwide)401(k), health insurance, and a competitive benefits packageWork in a supportive, collaborative environment committed to professional excellenceHelp clients navigate meaningful financial decisions with confidenceOpportunities for training, development, and long-term growth within the firmTuition reimbursement for qualified expensesKestra Values: Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team.