Manager, Client Experience Team

The Client Success Manager plays a pivotal role in ensuring exceptional service delivery and satisfaction for our clients. They are responsible for overseeing the aspects of the client journey, from onboarding to ongoing support to fostering long-lasting relationships and driving business growth. The Manager, Client Success will lead a client-facing team, coaching and developing supervisors who report to them. Collaborating with various teams to understand client needs, address concerns, and implement strategies to enhance the overall client experience.

Job Responsibilities:

• Relationship Management: Build and maintain strong relationships with clients, coaching our team the Anderson Way of serving clients as one of their trusted, primary points of contact
• Needs Assessment: Conduct regular assessments to understand client needs, preferences, and challenges, and provide personalized solutions to meet their objectives
• Issue Resolution: Address client concerns and escalations promptly and effectively, collaborating with internal teams to find solutions and ensure client satisfaction
• Client Communication: Lead team through a proactive client communication plan to provide updates, share relevant information, and gather feedback on their experiences with our services
• Client Journey from Onboarding to Ongoing Relationship: Manage the new-client process. Ensure company processes and communication plan result in a smooth transition and successful integration of services and fulfillment. Work cross-functionally to adjust the communication plan and processes as needed. Demonstrate Anderson's values and represents our brand with clients
• Coaching, Development, and Training: Coordinate and facilitate sessions to ensure the team communicates our service offering and fulfillment effectively, increasing their skills and knowledge related to client relationship management. Provide coaching and development to the team, progress meetings that align with our philosophy, expectations, and metrics
• Performance Management: Work with the leadership team to set performance goals and objectives for the client service team, tracking progress and providing regular feedback. Recognize top performers and address performance issues as needed
• Data Analytics and Performance Monitoring: Compile and analyze data, track and analyze performance indicators related to client retention, satisfaction, and engagement. Develop action plans to address areas of concern
• Cross-functional Collaboration: Work closely with other depts to align client experience with goals and objectives
• Client Advocacy: Serve as a client advocate within the organization, championing their needs and priorities to drive improvement and innovation
• Client Feedback: Execute different chosen platforms to gain client feedback such as advisory board, focus groups, and surveys
• Ensure each client receives the “Anderson Way” experience
• Ensure proper staffing levels are adhered to through interviewing and hiring top talent

Requirements:

• Bachelors degree required
• A strong background in building and leading teams in client relationship management, client success roles or sales
• Minimum 5 years of proven management experience in client relationship management or a similar role
• A client-centric mindset and approach to delivering exceptional service. Always enhancing and taking our service to the next level
• Team player mentality, collaborative with cross-functional teams to achieve shared goals
• Excellent verbal and written professional communication skills, with the ability to build rapport and trust with clients at all levels
• Comfortable working with technology & word-processing systems
• Sound critical thinking skills
• Analytical mindset to leverage data and metrics to drive informed decisions and outcomes
• Exceptional time management, prioritization, and problem-solving skills
• Ability to establish rapport with clients and build strong relationships with our clients in a professional and confident manner
• Strong team collaboration skills
• Problem-solving and conflict-resolution knowledge with the ability to coach team members in these areas
• Thrives working in a fast-paced environment adapting quickly to changing priorities and requirements

Preferred Qualifications:

• Sales experience
• Proficiency with G Suites and Salesforce CRM
• Experience working in real estate and other investor types
• Knowledge of entities, state renewals, and administrative compliance
• Knowledge surrounding Personal and Business Tax due dates and Tax Compliance

About Anderson

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 4 years in a row!

Anderson Business Advisors is an award-winning workplace -- voted Top Places to Work in 2020, 2021, 2022, and 2023 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment. Anderson is an equal opportunity employer, committed to diversity and inclusion as defined by the EEOC.