Client Experience Manger

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.

This is not a reception role. This is a client-facing, relationship-driven position with room to grow. A client experience champion who effortlessly exemplifies Retire SMARTs values and quickly builds trust.

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 

• Refine & scale CRM processes to ensure a seamless, consistent journey for every client

• Constantly identify and execute ways to raise the bar for the overall client experience

• Develop and enhance onboarding systems that ensure smooth, professional transitions for every new client

• Design and implement training material that help team members sharpen their skills and level up 

• Provide clear, data-driven updates to the Executive Team on key initiatives, milestones and timelines

• Partner in the hiring process to find top-tier talent

• Establish & monitor performance metrics that define success

• Provide direct, timely, constructive feedback necessary to support continuous employee development

• Oversee corrective actions in a fair, consistent manner that aligns with company policy 

Experience You’ll Bring: 

• Education: Bachelor's degree or 3 years of leadership experience required

• Leadership: A dynamic leader that thrives on team development and collaboration across sales & support teams

• Excellent analytical and problem-solving skills with a proactive mindset 

• Exceptional written and verbal communication skills with attention to detail 

• 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: 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.