Client Experience Manager

Join our Dynamic Team as Client Experience Manager!

Are you passionate about delivering an outstanding client experience and leading a team in a collaborative, fast-paced environment? Do you excel at building and maintaining strong client relationships, mentoring others, and streamlining service operations? If so, we would love to connect with you! Our growing independent Insurance and Financial services firm is seeking a dedicated Client Experience Manager to oversee our client service team and ensure our clients receive the highest level of personalized support and care. This is a key leadership role with direct impact on both client satisfaction and operational excellence.

What You’ll Do:

• Lead and manage the Client Service Team, fostering accountability, collaboration, and growth
• Serve as the direct communication link between the Client Service Team and the Executive Team
• Take ownership of all client escalations, ensuring timely, thoughtful, and effective resolution
• Build and maintain strong client and vendor relationships that align with the firm’s mission and strategy
• Implement, refine, and scale processes within our CRM to create efficiency and consistency
• Continuously look for ways to elevate the overall client experience
• Develop and enhance onboarding systems that ensure smooth, professional client transitions
• Design and implement training programs to onboard and upskill team members
• Provide progress updates to the Executive Team on key initiatives, milestones, and completion timelines

• Assist with hiring process
• Establish & monitor performance metrics
• Provides timely & constructive performance feedback to support employee development
• Oversee corrective action in a fair and consistent manner in line with company policy

Experience You’ll Bring:

• Bachelor's degree or 5yr related prior management experience highly preferred 

• Proven success leading a fast-paced client service team with measurable results
• Excellent analytical and problem-solving skills with a proactive mindset
• Exceptional written and verbal communication skills with attention to detail
• Strong interpersonal skills with the ability to inspire confidence and trust
• Ability to prioritize competing demands and drive projects to completion

• Proficient with Microsoft office suite

Bonus Points

• Active Life, Health, and Annuities License
• Experience with Wealthbox CRM, Orion, Wealthscape, or AI-driven client tools

• Experience at an RIA or Wealth Management Firm

What You’ll Get:

• Amazing Benefits: Comprehensive medical, dental, vision, and 401(k) plans (with matching options)

• Generous PTO Package: Enjoy a balanced work-life schedule

• Continuous Development Opportunities: Grow both personally and professionally with ongoing training and development

• Charitable Giving Participation: Be a part of our commitment to making a difference in the community 

• Team-Centric Environment: Join a collaborative team dedicated to our core motto: “Do the right thing, for the right reason, at the right time.” 

General Physical Requirements:

• Ability to sit for extended periods of time
• Ability to walk short distances within the office
• Ability to lift & carry up to 50lbs
• Ability to reach above and below shoulder level to access items or equipment

Who We Are: 

Retire SMART is an independent financial advisor firm. Through a SMART Plan process, we help take the uncertainty out of our clients’ financial future so they can enjoy the retirement they have always imagined. We are proud to serve clients who are engaged and happy with our exceptional service. Each contact we have with a client is an opportunity to make them feel welcome and well cared for.  

Our team takes pride in being the best at what we do. We work hard and have fun. We are constantly learning. We help each other achieve goals as a team and encourage each other’s personal development. We are on the hunt for positive people who thrive on hard work and in a collaborative team environment. If this sounds like you, then what are you waiting for? We want you to join our team!  

If you’re ready to make a meaningful impact and grow with a forward-thinking firm, we invite you to apply and be a part of our journey! Retire SMART is an Equal Employment Opportunity Employer. Everyone is welcome here – as an inclusive workplace, our employees are always comfortable bringing their true selves to our offices daily.