Manager, Client Relationship Management (Western U.S.)

About us

Guideline was founded in 2015 with the mission to help everyone arrive at a secure retirement.  We are transforming the retirement industry with more transparency, seamless technology integrations, accessibility and affordability.  

• This position is remote and can be located in AZ, CA, CO, UT, WA, and El Paso/Hudspeth Counties (TX)

The Manager, Client Relationship Management will lead a team of Client Relationship Managers (CRMs) who are responsible for providing exceptional support to our B2B customers. This role involves optimizing the foundation of the support function by defining processes, tools, and best practices, while overseeing team performance, including offering training and ensuring efficient resolution of customer inquiries.  The team’s primary responsibilities include responding to customer inquiries (email, phone), managing escalations, and troubleshooting platform issues. 

What will you be doing?

• Cross-Functional Collaboration:
  • Act as a voice of the customer, sharing actionable insights and feature requests with relevant stakeholders.
  • Identify emerging trends, issues, or problems impacting customers and communicate to internal stakeholders to create best practices and processes.
• Customer Support Operations:
  • Coordinate regularly with Operations teams to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a customer-first mentality
  • Design and implement best-in-class customer support policies and procedures to measure success
  • Oversee daily operations of the CRM team, ensuring SLAs and KPIs are consistently met.
• Engagement and Collaboration:
  • Lead day-to-day operations of the CRM team, including managing a growing team to support rapidly expanding business needs
• Knowledge and Expertise:
  • Build documentation for ease of educating internal teams on processes and knowledge, as well as onboarding new CRMs
  • Collaborate with cross-functional teams to ensure the knowledge base and customer-facing documentation are accurate and comprehensive.
• Metrics & Reporting:
  • Build and maintain reporting and dashboards + track team performance and convey key product gaps to leadership
  • Prepare and present reports on support trends, team productivity, and customer satisfaction to the leadership team.
• Process Optimization:
  • Conduct reviews of team interactions, including calls, emails, and documentation, to identify areas for improvement
  • Develop, iterate, and maintain support playbooks and standard operating procedures to enhance team efficiency.
  • Proactively identify trends in customer challenges to drive continuous improvement in product and service delivery.
  • Provide feedback to support continuous improvement to eliminate process defects that impact customers.
• Team Management and Development:
  • Coach, Train, and Develop CRMs to achieve performance goals and development objectives
  • Conduct regular team meetings to review performance metrics, discuss challenges, and share updates on industry trends and changes
  • Engage in hiring and recruiting activities to attract candidates that demonstrate our customer-first values.
  • Foster a collaborative and customer-focused team culture, emphasizing empathy, accuracy, and problem-solving.
  • Lead, mentor, and manage a team of CRMs, setting performance expectations, conducting regular performance reviews, and providing ongoing support and development

What does success look like in this role?

• Maintaining team performance key areas like:
  • Customer satisfaction
  • Productivity
  • Quality Assurance
• Achievement of team goals and responsibilities, with a focus on continuous improvement and excellence
• Effective cross-functional collaboration resulting in the execution of strategic initiatives and improvements in Care Support operations
• Improving support interaction workflows and associated response/resolution times
• Project completion within scoped timelines

What are we looking for?

• 5+ years of customer support experience, with a proven ability to build or scale functions as the customer base grows
• Minimum 3+ years of experience independently managing a remote & geographically-dispersed customer service/support/account management team 
• 2+ years in 401k or financial industry
• Excellent communication skills with FinTech industry gravitas
• Must have strong stakeholder management skills and easily adaptable in fast paced work environment
• Executive presence with an ability to take initiative and find creative solutions & effective ways of communicating business solutions
• Documented experience thriving in a customer support  role, showcasing expertise in achieving and surpassing build and tracked KPIs
• Excellent communication, interpersonal, and problem-solving skills, with the ability to navigate the personal finance space and relay complex information effectively
• Experience collaborating with colleagues across different teams, partnering to drive the best possible customer outcomes.
• High-energy and engaging personality with the ability to convey patience, leadership and remain calm in stressful situations
• Proven track record of building a team of Customer First agents that drives and improves customer loyalty and retention
• Strong leadership and team building skills, experience managing a team in a high-growth environment

The Tech

• CRM software, including Salesforce
• Reporting software, including Looker
• Google Sheets, Slides, Docs, MS Excel, Word, PowerPoint 

What do we offer?

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

• Metro+: The salary range for this position is $122,500-$137,500 annually
• Metro: The salary range for this position is $113,000-$128,000 annually
• National: The salary range for this position is $106,000-$121,000 annually

In addition to base salary, this position is eligible for equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company paid disability and life insurance
• Optional Voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Parental Leave
• Paid parental leave for birthing and non-birthing parents
• Generous Time Off
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
• We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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