Client Relationship Manager

About the role

Reporting to the Financial Planner, the Client Relationship Manager serves as the primary relationship coordinator and trusted point of contact for a select group of high-net-worth clients, delivering a highly personalized service experience through proactive communication, thoughtful coordination, and exceptional responsiveness. This role is responsible for building meaningful client relationships, understanding each client's unique needs and preferences, advocating on their behalf, and ensuring seamless collaboration across planning, tax, accounting, investment, and advisory teams. More than an administrative position, this is a professional relationship-management role requiring the confidence, professionalism, independent discretion, and execution skills to serve successful business owners and their families while upholding CWA's commitment to service excellence.

Essential functions

• Serve as the primary relationship manager and day-to-day point of contact for assigned clients and their families, building trust through proactive communication, discretion, and exceptional service.
• Coordinate client service activities across Financial Planning, Tax, Accounting, Investment Management, and other internal teams to ensure a seamless client experience.
• Advocate for clients by anticipating needs, resolving service issues, and ensuring their priorities and expectations are represented within the firm.
• Manage and monitor client requests, commitments, deadlines, and follow-up activities, ensuring timely execution and accountability across all workstreams.
• Maintain accurate client records and safeguard sensitive personal and financial information through effective use of CRM, workflow, and document-management systems.

Responsibilities

• Serve as the primary point of contact for assigned clients and their families, delivering a responsive, personalized, and high-touch service experience.
• Build and maintain strong client relationships through proactive communication, sound judgment, discretion, and consistent follow-through.
• Develop a thorough understanding of each client's goals, preferences, priorities, and unique family or business circumstances.
• Coordinate client service activities across Financial Planning, Tax, Accounting, Investment Management, and other internal teams to ensure seamless service delivery.
• Act as a liaison between clients and subject matter experts, facilitating communication and ensuring requests are addressed effectively and efficiently.
• Monitor client commitments, deadlines, deliverables, and outstanding items, providing timely updates and ensuring accountability across multiple workstreams.
• Advocate for client needs and expectations while identifying opportunities to enhance the overall client experience.
• Resolve routine client concerns and appropriately escalate complex, sensitive, or urgent matters.
• Coordinate information gathering, document requests, meeting preparation, scheduling, follow-up activities, and other client service support functions.
• Maintain accurate and up-to-date client records using CRM, workflow, and document management systems.
• Ensure all client requests and action items are properly documented, tracked, and completed in a timely manner.
• Handle sensitive personal and financial information with the highest level of confidentiality and professionalism.
• Identify process improvement opportunities and contribute to the ongoing enhancement of service standards, workflows, and client experience initiatives.

Required qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• Minimum of three years of client-facing experience in a relationship-driven, professional services, or customer-focused environment.
• Proficiency with Microsoft 365 and the ability to quickly learn CRM, workflow management, document management, and client portal systems.
• Exceptional verbal and written communication skills with the ability to communicate professionally and confidently.
• Highly adaptable and flexible, with the ability to navigate changing priorities and respond effectively to evolving client and business needs.
• Demonstrated ability to build credibility and establish strong relationships with business owners, executives, or clients.
• Strong organizational, prioritization, time management, and follow-through skills with exceptional attention to detail.
• High emotional intelligence, sound judgment, and a commitment to maintaining confidentiality and discretion.
• Ability to manage multiple priorities and client relationships in a fast-paced environment.

Preferred qualifications

• Experience in wealth management, private banking, financial services, family office services, professional services, executive client service, or luxury hospitality.
• Experience serving high-net-worth individuals and families in a client-facing capacity.
• Experience coordinating work across multiple professional disciplines or departments.
• Experience with CRM and workflow management platforms.
• Familiarity with financial planning, tax, accounting, investment, or business advisory concepts and terminology.

Travel

No travel is expected for this position.

Work environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical demands

This is a largely sedentary role; however, some filing may be required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Schedule

This is a full-time, exempt position