Client Relationship Management Manager, Guideline

• 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 such QKA, C(k)P, QPA, CRPS preferred

• Guideline is seeking a Manager on the Customer Success team to oversee a group of Client Relationship Managers
• You will report to the Director of Client Relationship Management
• This team answers inbound calls and emails for plan sponsors on the 401(k) plan
• We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team’s full potential
• This is the perfect opportunity for someone who loves building and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the client experience
• 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

• 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

Total funding: $339m

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.