Client Relationship Manager, Guideline
$67.5-87.5k
+ Equity
Retirement plans for small business
Open for applications
Retirement plans for small business
201-500 employees
Open for applications
$67.5-87.5k
+ Equity
201-500 employees
Company mission
To help everyone arrive at a safe, secure retirement, whether they're a small business owner, an employee, or self-employed.
Role
Who you are
- 3+ years experience in customer service, relationship management, account management, customer loyalty or Fintech
- 1+ years in customer retention/customer loyalty
- Results-driven with exemplary phone, listening, and writing skills
- Experience with customer support platforms and CRMs (Salesforce preferred)
- Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
- Creative and analytical problem-solving skills
- Demonstrated strong verbal and written communication skills
- Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
- Enthusiastic and high energy, but also poised, confident and extremely professional
- CRPS or QKA a plus
- Bachelor’s degree preferred or equivalent field-related experience
- Ability to pass background and credit check for employment
- This is a perfect opportunity for someone who has strong customer service experience and who loves to build relationships
What the job involves
- Guideline is seeking a Client Relationship Manager to join our growing team. This position is within our Customer Success department
- This individual will be responsible for fully resolving and project managing complex issues via phone, email and google meet, while providing a holistic and consultative approach
- This position serves as the go-to person for clients after onboarding and is responsible for customer retention and loyalty
- We are seeking a natural client advocate who will go to great lengths to provide clients with a world class service experience and who will identify ways to retain customers at Guideline
- Act as the primary point of contact for our clients
- Build client loyalty with each interaction
- Dedicated to the full issue resolution and client satisfaction
- Deliver a consultative, proactive and holistic client experience
- Drive product value by introducing new features and products to our clients
- Manage 401(k) plan design changes and upgrades for Guideline clients
- Advocate for client product features; provide user feedback for new product features
- Collaborate cross functionally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help clients
- Identify customers who are at risk, and create a customized solution to retain their business
- Customer Success makes sure that our customers have a great user experience. We are a high-energy group and work closely with the departments in Customer Operations. The company relies on us to maintain customer satisfaction and high retention rate
Our take
When businesses offer a 401(K) plan, a message is sent to employees and potential employees that their future is valued by their employer. However, small businesses are often left behind, being charged extortionate fees or ignored by 401(K) providers altogether, leaving many American families with no retirement savings and the potential of retiring into poverty.
Guideline spotted this oversight as an opportunity to jump in and offer small businesses an affordable 401(K). It generates income by charging each business a flat monthly fee per participant.
The company now manages retirement plans for hundreds of thousands of people in over 40,000 companies and has accumulated over $8 billion in assets under management. Benefits providers Intuit, Gusto, and Square all use Guideline as their 401(K) partners.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Jul 2020
$80m
SERIES D
Total funding: $339m
Company benefits
- Comprehensive medical, dental and vision plans—100% for employees, 70% for dependents
- Generous 401(k) match
- Paid time off + unlimited vacation days
- Paid parental leave
- Mental health coaching and therapy
- Learning and development stipend
- Cash referral bonus
- Commuter benefits
Company HQ
Downtown, Burlingame, CA
Leadership
Kevin Busque
(CEO)Majored in Computer Information Science at Fitchburg State University. Started out as an Advisory Unix Systems Administrator at IBM and then founded LinkedUp.net, an Open Source consulting company, in 1996. Acted as Chief Information Security Officer at the Institute for Health Metrics and was Director of IT at Humedica. Co-founded TaskRabbit in 2008, acting as its VP of Technology until 2015.
Mike Nelson
(CTO)Majored in Mechanical Engineering at the University of Southern Maine. Was Mobile Developer and CTO at TechStars-backed Accelgolf from 2007 to 2010. Joined SkillSlate as Rails Engineer and CTO, before being hired by TaskRabbit as Staff Engineer in 2012.
Jeremy Caballero
(Co-Founder & CPO)Started out as a Junior Programmer at Mail Boxes Etc. Worked as a Photographer and Videographer from 2007 to 2011, and then as a Freelance Digital Designer. Was Lead Designer at lifestyle adventure brand Targa Trophy before joining TargetSafety's UX team. Was made Lead Product Designer at TaskRabbit in 2012.
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