Client Engagement Manager (East Coast)

About the role

The organization operates within the financial services industry, serving households, small businesses, nonprofits, and cities. It provides comprehensive financial solutions and personalized service through a wide range of products, emphasizing long‑term relationships and customer‑centric service.

The Client Engagement Manager is responsible for managing the end‑to‑end onboarding experience of new high‑net‑worth clients within the travel services team. This role ensures a seamless, personalized introduction to services, fosters strong client relationships, and facilitates smooth transitions to advisors, contributing significantly to client satisfaction and loyalty.

Responsibilities

• Monitor lead intake channels and ensure timely outreach and follow‑up per service standards.
• Conduct onboarding consultations to introduce services, set expectations, and capture client preferences.
• Ensure follow‑up actions with clear next steps, documented outcomes, and proactive communication.
• Coordinate advisor assignment and handoff with complete client context.
• Build and maintain detailed travel profiles in CRM systems for personalized service.
• Develop trusted client relationships and translate insights for travel advisors.
• Identify and resolve pipeline bottlenecks to enhance efficiency and conversion rates.
• Maintain structured scheduling for engagement calls to deliver a consistent client experience.
• Maintain accurate, timely reporting in lead dashboards and CRM, preserving data integrity.

Requirements

• Bachelor's degree or equivalent experience.
• Over 3 years of client‑facing experience in client engagement, customer success, concierge, hospitality, or relationship management.
• Experience supporting luxury or high‑net‑worth clients with discretion and high service standards.
• Strong operational discipline and detail orientation with multitasking ability.
• Excellent communication and listening skills to assess needs, set expectations, and resolve issues.
• Proficiency with CRM tools, ideally including Client Base and/or Salesforce.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to work remotely with consistent responsiveness and stakeholder communication.
• Availability to work primarily PST business hours with flexibility for EST‑based onboarding.