Serve as the primary point of contact for assigned national clients, ensuring strong relationships, client satisfaction, and long-term retention.
Deliver high-touch, white-glove service with a strong operational focus to consistently meet and exceed client expectations.
Develop, implement, and maintain client programs, services, standard operating procedures (SOPs), and operational best practices.
Act as a subject matter expert in operations, collaborating cross-functionally with internal teams to effectively address client needs.
Lead client and cross-functional calls, providing clear communication, operational updates, and alignment on priorities.
Proactively communicate operational status updates, service enhancements, and product improvements to clients.
Coordinate and manage resolution of critical client issues, ensuring transparency and communication from issue discovery through remediation.
Monitor customer satisfaction levels and identify service deficiencies, process gaps, and operational risks.
Review existing processes and provide recommendations to improve efficiency, effectiveness, and overall client experience.
Ensure adherence to established procedural controls, performance metrics, and reporting standards.

Strong operational expertise with the ability to serve as a trusted advisor to clients
Demonstrated leadership skills, including the ability to lead client-facing discussions and cross-functional teams
Proven ability to manage complex client relationships and deliver high levels of customer satisfaction
Experience developing and maintaining programs, processes, and SOPs within an operational environment
Strong problem-solving skills with the ability to quickly and effectively resolve client issues
Excellent communication skills, with a proactive and transparent approach to client engagement
Ability to analyze operational performance, identify gaps, and recommend process improvements
Experience working with data, financial considerations, and technology to support operational and client success
Clear a pre-employment drug test

The flexibility to take as much vacation with pay as they deem consistent with their duties
Seven paid holidays throughout the calendar year
Up to 160 hours of paid wellness annually for their own wellness or that of family members
Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Client Relationship Manager III

Key skills