Client Relationship Manager

Job description

Guideline is seeking a Client Relationship Manager to join our growing team.  This position is within our Customer Success department.

What You Will Work On This individual will be responsible for fully resolving and project managing complex issues via phone, email and google meet, while providing a holistic and consultative approach.  This position serves as the go-to person for clients after onboarding and is responsible for customer retention and loyalty. We are seeking a natural client advocate who will go to great lengths to provide clients with a world class service experience and who will identify ways to retain customers at Guideline. This is a perfect opportunity for someone who has strong customer service experience and who loves to build relationships.

• Act as the primary point of contact for our clients
• Build client loyalty with each interaction
• Dedicated to the full issue resolution and client satisfaction
• Deliver a consultative, proactive and holistic client experience
• Drive product value by introducing new features and products to our clients
• Manage 401(k) plan design changes and upgrades for Guideline clients
• Advocate for client product features; provide user feedback for new product features
• Collaborate cross functionally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help clients
• Identify customers who are at risk, and create a customized solution to retain their business

The Team Customer Success makes sure that our customers have a great user experience.  We are a high-energy group and work closely with the departments in Customer Operations.  The company relies on us to maintain customer satisfaction and high retention rate.

What We’re Looking For

• 3+ years experience in customer service, relationship management, account management, customer loyalty or Fintech
• 1+ years in customer retention/customer loyalty
• Results-driven with exemplary phone, listening, and writing skills
• Experience with customer support platforms and CRMs (Salesforce preferred)
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Demonstrated strong verbal and written communication skills
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Enthusiastic and high energy, but also poised, confident and extremely professional
• CRPS or QKA a plus
• Bachelor’s degree preferred or equivalent field-related experience
• Ability to pass background and credit check for employment

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

Please speak with a recruiter for additional information regarding our tier locations and compensation philosophy

• Metro+: The base salary range for this position is $70,000-$87,500 annually.
• Metro: The base salary range for this position is $67,500-$85,000 annually.
• National:  The base salary range for this position is $67,500-$85,000 annually.

In addition to base salary, this position is eligible for equity in the form of Incentive Stock Options (ISOs).

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
  • Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
    • Opt-out credit for waiving coverage
  • Health Savings Account and Flexible Spending Account
  • Company paid disability and life insurance
  • Optional Voluntary life insurance
  • Mental health benefit navigation with Rula for employees and dependents
• Parental Leave
  • Paid parental leave for birthing and non-birthing parents
• Generous Time Off
  • Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
  • We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
  • 1-month paid Sabbatical after 5 years of employment
  • Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline’s Privacy Policy for information about our privacy and security practices.

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Expected Salary Range

$67,500—$87,500 USD