Manager, Client Relationship Management at Guideline

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, SaaSIndustries

Requirements

6+ years experience in a client facing role, ideally in the SaaS or Fintech industry
3+ years experience managing a team of high performing individual contributors
Experience with reporting and analyzing data, as well as delivering action plans against these results
Experience leading and executing large scale projects, with the ability to influence cross functional stakeholders
Proficient in Salesforce or other CRM tool
Exceptional communicator with a talent for managing conflict and de-escalating upset clients
Flexible - we're moving fast, so the ability to constantly adapt to new conditions is a must
Cultivates innovation and able to manage ambiguity
Passionate about technology as well as experience in using technology to deliver client solutions
Bachelor's degree
Professional Designations (Preferred): QKA, C(k)P, QPA, CRPS

Responsibilities

Manage a team of Client Relationship Managers, with a focus on meaningful development and professional growth through coaching and feedback for your direct reports
Lead the daily activities of your team with minimal oversight, removing barriers and creating conditions for team success, while driving high employee engagement
Identify, report, and continuously improve on team KPIs, such as retention, client health, CSAT, and NPS
Implement strategic goals and execute on projects to improve the employee and client experience
Collaborate with our technical teams to prioritize product enhancements that are most impactful to our clients
Manage client escalations in multiple channels, including phone, email, and more
Hire high performing team members
Advocate for our clients with internal stakeholders

Skills

Key technologies and capabilities for this role

Team ManagementClient Relationship ManagementData AnalysisReportingProject ManagementStakeholder InfluencePerformance CoachingHiringKPIsClient EscalationsCSATNPS

Questions & Answers

Common questions about this position

What is the salary for this Manager position?

Salary is data-driven based on experience and qualifications.

Is this role remote or does it require office work?

This information is not specified in the job description.

What skills and experience are required for this role?

Requires 6+ years in a client-facing role (ideally SaaS or Fintech), 3+ years managing teams, experience in data analysis and project management, proficiency in Salesforce or CRM tools, and exceptional communication skills.

What is the team structure for this position?

You will manage a team of Client Relationship Managers and report to the Director of Client Relationship Management; the team handles inbound calls and emails for 401(k) plan sponsors.

What makes a strong candidate for this role?

Strong candidates have 6+ years client-facing experience in SaaS/Fintech, 3+ years managing teams, data analysis and project management skills, CRM proficiency, and preferred designations like QKA or C(k)P.

Guideline

Affordable 401(k) and IRA retirement plans

About Guideline

Guideline provides affordable and customizable 401(k) retirement plans and Individual Retirement Accounts (IRAs) for businesses of all sizes, particularly targeting small to medium-sized enterprises and specific sectors like dental practices. Their service includes end-to-end management of retirement plans, which features automatic enrollment, low monthly fees, and compliance testing. Guideline acts as a 3(38) fiduciary, taking responsibility for managing investment options to ensure they benefit employees. The company operates on a subscription-based model, charging a low monthly fee that covers essential services, with options for additional features like profit sharing and matching. They also offer Guideline Pro, a platform that equips financial professionals with tools to assist clients in retirement planning. Guideline's goal is to make retirement plans more accessible and affordable, helping more individuals save for their future.

San Mateo, CaliforniaHeadquarters

2015Year Founded

$329.8MTotal Funding

SERIES_ECompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Flexible vacation policy

Company equity

401(k) with matching contributions

100% paid employee insurance coverage

Annual learning & development stipend

Parental leave

Sabbatical after 5 years of employment

Risks

Increased competition from QuickBooks Payroll could shift market share.

Reliance on Vanguard poses a risk if fee structures change.

New Starter plan and Enterprise tier may increase operational complexity.

Differentiation

Guideline offers a flat fee per participant, unlike asset-based fee models.

Guideline acts as a 3(38) fiduciary, managing investment options for clients.

Guideline provides end-to-end retirement plan management, including compliance and reporting.

Upsides

Increased demand for digital financial services boosts Guideline's digital-first approach.

Partnership with QuickBooks Payroll enhances retirement benefits for small businesses.

Guideline's new mobile app increases accessibility and user engagement.

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