Role
Client Experience Manager
Why You’ll Love Working Here
We are a fee-only, independent Registered Investment Advisor (RIA) serving clients nationwide. Our focus is detailed, comprehensive financial planning. Our flat, collaborative team shares responsibility across every project. We value curiosity, analytical thinking, and attention to detail.
Our proprietary, fully integrated technology platforms are equipped with robust, detailed workflows, making it easy to track long-term projects and empower employees to provide exceptional care to clients throughout our lifetime partnership with them.
Most of our team works remotely, managing their own schedules within standard Eastern Time office hours. The firm is long-term focused and family-friendly, perfect for individuals that thrive in a flexible, independent yet highly supportive environment.
The Opportunity
We are hiring a Client Experience Manager to serve as the central point of coordination between clients and the internal team. This role is responsible for ensuring that every client receives a smooth, organized, and high-quality experience while managing the prioritization of each step in a client's multi-year financial plan.
You will not provide financial advice but will manage communication, track progress across many moving parts, and make sure work is completed to satisfactory quality and on time. This role requires strong organization, clear communication, and the ability to manage both people and processes, overseeing a team of 3-6 (remotely).
The Company
This is a fee-only, Registered Investment Advisor (RIA) focused on comprehensive financial planning. The firm serves approximately 550 clients across the United States, many of whom have complex financial situations involving tax planning and long-term decision making.
The firm is a multi-generational, family-owned business with a flat structure. Success is measured by service quality, accuracy, and timely execution. The organization is highly process driven. It uses proprietary internal software that integrates client data, workflows, documentation, and task management into one system. Every step of every process is clearly defined, assigned, and prioritized.
Work Environment
● Office in Charlottesville, Virginia.
● Open to remote within the United States.
● 15 full-time employees in a strong collaboration and cross-training environment.
● Limited travel, typically one to two times per year to Charlottesville.
Reports to
Chief Operations Officer
Employment Type
Full-Time, W2, Direct Hire
Benefits
● 401k with company match and profit sharing after eligibility period.
● Performance bonus opportunity after eligibility period
● Home office stipend
● Health insurance reimbursement plan
● Paid time off
Responsibilities
Client Experience and Communication
This role serves as the primary point of contact for assigned clients, setting and managing client expectations and handling all types of client communication including phone calls, emails, and meetings. While this role does not provide financial advice, the Client Experience Manager does lead or manage discussions where advice is delivered by direct reports and is responsible for ensuring clear, productive discussions.
Workflow and Project Management
At any given time, the firm manages thousands of tasks with hundreds of clients. You will act as the central coordinator, continuously evaluating what the team will work on next, what can wait, and how to set client expectations accordingly.
Team Leadership
You will be responsible for improving team performance over time by identifying gaps, refining processes, and helping team members grow. You will be directly managing a small team of financial professionals (3-6 remotely) and responsible for providing coaching, feedback, and accountability.
Operations and Quality Control
You will also be responsible for ensuring all work follows standard operating procedures, identifying ways we can improve our standard operating procedures, and maintaining accurate records of our current best practice as our procedures may evolve.
Requirements
● Strong project management & operational skills with a sense of ownership over outcomes.
● Financial and technical acumen. Some experience with investments (either personally or professionally). Comfortable learning new systems & terminology quickly.
● Excellent communication skills and attention to detail.
● Able to work independently.
● Able to collaborate remotely, both synchronously in video calls and asynchronously in writing.
Preferences
● Series 65 license or willingness to obtain after hire.
● Experience in structured or process driven environments.
● Experience working with clients age 65 and older.
● Strong analytical thinking skills.
Miscellaneous
● This is not a sales role and does not require business development.
● The role focuses on managing processes, people, and client experience.
● The firm values long-term employees who want a stable work environment.
● Must be available to work standard office hours of 9AM - 5PM Eastern Time.
● Must be able to travel 1-2 times per year.
● Must be legally authorized to work in the United States.
● Visa sponsorship not available.