Client Relationship Manager

Summary/Objective

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

1. 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.

2. Coordinate client service activities across Financial Planning, Tax, Accounting, Investment Management, and other internal teams to ensure a seamless client experience.

3. Advocate for clients by anticipating needs, resolving service issues, and ensuring their priorities and expectations are represented within the firm.

4. Manage and monitor client requests, commitments, deadlines, and follow-up activities, ensuring timely execution and accountability across all workstreams.

5. Maintain accurate client records and safeguard sensitive personal and financial information through effective use of CRM, workflow, and document-management systems.

Responsibilities & Duties

1. Serve as the primary point of contact for assigned clients and their families, delivering a responsive, personalized, and high-touch service experience.

2. Build and maintain strong client relationships through proactive communication, sound judgment, discretion, and consistent follow-through.

3. Develop a thorough understanding of each client's goals, preferences, priorities, and unique family or business circumstances.

4. Coordinate client service activities across Financial Planning, Tax, Accounting, Investment Management, and other internal teams to ensure seamless service delivery.

5. Act as a liaison between clients and subject matter experts, facilitating communication and ensuring requests are addressed effectively and efficiently.

6. Monitor client commitments, deadlines, deliverables, and outstanding items, providing timely updates and ensuring accountability across multiple workstreams.

7. Advocate for client needs and expectations while identifying opportunities to enhance the overall client experience.

8. Resolve routine client concerns and appropriately escalate complex, sensitive, or urgent matters.

9. Coordinate information gathering, document requests, meeting preparation, scheduling, follow-up activities, and other client service support functions.

10. Maintain accurate and up-to-date client records using CRM, workflow, and document management systems.

11. Ensure all client requests and action items are properly documented, tracked, and completed in a timely manner.

12. Handle sensitive personal and financial information with the highest level of confidentiality and professionalism.

13. Identify process improvement opportunities and contribute to the ongoing enhancement of service standards, workflows, and client experience initiatives.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.