Position Description

Client Success Manager
Location National
Job Code 84
# of openings 1
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CLIENT SUCCESS MANAGER

 

SUMMARY

 

Financial Finesse is looking for a Client Success Manager to focus on developing and implementing custom financial wellness programs for our new and existing accounts. You will develop strategies to build awareness of our financial wellness programs within our clients’ employee bases, work with our client partners in Human Resources to engage their employees, execute and adapt the defined strategy, and proactively identify opportunities for program expansion. Everything we do starts and ends with our clients, and the right candidate will take this on as a mission, not just a job, and challenge themselves to deliver the results that ultimately transform organizations. 

 

The Client Relationship Manager position is based remotely, with some meetings required at our home office in El Segundo, CA. Additionally, while our work hours are flexible, members of the team should expect to support internal meetings in Pacific Time.

 

We are B2B2C.  For organizations, our customized programs integrate with employer-sponsored benefits and wellness programs to enhance utilization of employee benefits, reduce related expenses and risks, and improve employee engagement and productivity. 

 

Individual employees have access to our elite team of CERTIFIED FINANCIAL PLANNERS™ (CFPs®) through multiple channels and to our proprietary, open-architecture digital Financial Wellness Hub platform.  Completely unbiased, with no sales pitch, our team of CFPs® works with people from all walks of life on any financial matter from debt and budgeting to retirement and estate planning.  Free access to an unbiased CFP® is a unique service, and we have proven, behavior-changing results that have a positive impact on people’s lives.    

 

 

RESPONSIBILITIES

 

The right individual for the team will be a natural relationship builder, able to gain insights into client needs, and identify opportunities to improve the program. You must have a finger on the pulse of the industry and its competitive trends, be forward thinking and not shy away from sharing your recommendations.

 

As a Client Success Manager, you will:

  • Act as a liaison between our clients and our internal teams. Assume the responsibility of client advocate, liaising with our financial coaching, marketing, and technology teams to ensure that our clients receive the optimal value from their financial wellness benefit.
  • Promote the success of clients’ financial wellness programs, including driving employee utilization of the program, analyzing usage and results, and forming insights as to how to leverage the program to support the client’s organizational goals.
  • Design and implement meaningful and engaging group education calendars, collaborating with our clients and Marketing team on ongoing employee marketing strategies.
  • Service the program’s ongoing operational needs and ensure excellence in service delivery and client satisfaction.

 

EXPERIENCE

  • Relationship Manager – You understand how to build relationships with people in various roles and levels of an organization and adapt to diverse personalities and cultures. You have 5-7 years of experience managing relationships across large organizations, making connections, and identifying opportunities, with a track record of success retaining and growing client accounts. You ideally have previous experience working with Human Resource professionals, and you have familiarity with the employee benefits industry.
  • Financial Wellness Champion – You have a strong understanding of financial wellness concepts and may even have experience writing content for previous organizations.
  • Project Manager - You will demonstrate your ability to plan, manage, and ensure delivery of all phases of a project lifecycle to ensure successful delivery. This includes managing new client roll outs and project schedules, and reporting against the project plan and goals. You will also manage and escalate issues as needed, identify risks, and adapt the project plan as needed to achieve successful delivery of the project’s goals.  
  • Problem Solver – You may be a part of the team to help create new lines of business.  You are good at recognizing opportunities to expand client relationship and maneuver within the internal team to deliver.
  • Program Leader – You will own and execute lifecycle marketing strategies to build engagement and demonstrate value of the program by engaging end users with the most targeted, relevant, and helpful content at each stage of the Financial Finesse coaching lifecycle.
  • Analytical & Strategic - Through our proprietary Financial Wellness Assessments, we gather and analyze data, create case studies, generate client reports, and create industry-leading research reports through our Think Tank team.  The Client Success Manager will leverage this information to communicate best practices and provide clients with recommendations that enhance the utilization of existing services and expand on their programs – ultimately increasing results, ROI, and the life-changing impact that financial wellness can provide.
  • Versatile / Multi-Talented Contributor – Bring your intellectual curiosity and roll up your sleeves, Financial Finesse is a flat organization with a relatively small team of driven and intelligent people often working cross-functionally to make strategic contributions to a business they believe in. 

 


ABOUT YOU

  • Mission Focused. While industry background is not required (but preferred), having an appreciation for the value of financial wellness education is a necessity.
  • Intrinsically Motivated. You don’t wait for your orders.  You know what you need to do, and you do it.
  • Adaptable. You thrive in ambiguity and opportunities to be innovative and make a meaningful contribution to something you believe in.
  • Creative Problem Solver - Through creative problem solving and effective simplicity, you constantly look to create meaningful results.
  • Humble. You know that while intelligence speaks, wisdom listens, and you have the humility to learn.
  • Solutions & Goal- Oriented. You will never compromise the long term for the short term and will innately understand it is possible to do both well and design the right solutions for the right clients in the right way.
  • Persistent. You are not scared to hear no and keep trying.
  • Organized. You never forget a relationship, or a contact and you make a list and check it off.
  • Team Player. Nothing good at Financial Finesse will happen by yourself.  You have a wealth of resources at your fingertips if you know how to motivate a team of smart, creative people.
  • Integrity. You have tremendous amount of it.

 

COMPENSATION AND BENEFITS

The total compensation includes a $85,000 base salary with quarterly and annual bonuses (typically between 10-20% and up to 25%, respectively), resulting in a total of up to $123,250.  Additional financial opportunities exist through cash-based profit sharing and through equity plans, and we offer a full comprehensive benefits package and 401k matching.

 

  • Competitive benefits package including employer paid medical, dental, vision, and life insurance
  • HSA and FSA options
  • 401(k) match with immediate vesting
  • Employee discount programs
  • Paid parental leave
  • Flexible work environment
  • Generous PTO and paid sick days
  • Education stipend
  • Best-in-class financial wellness coaching resources for employees, friends, and family
  • Remote work
  • Additional opportunities exist to participate in the success of the business through cash and equity-based programs

 

 

ABOUT US

Financial Finesse is a boutique, entrepreneurial firm located in El Segundo, CA.  Since our founding in 1999, we have been the pioneering leader of the workplace financial wellness industry, which has recently reached an inflection point of growth.  As an employee-owned company that operates with an entrepreneurial spirit and a philanthropic heart, we love what we do and the people we work with.  We leverage the strengths of our people and proprietary technologies to work with large organizations such as Nestle, CVS Health, and the NFLPA to design and deliver full-scale, proprietary financial coaching technologies and services to be provided as an employer-sponsored benefit to their employees. We’ve been around for 20 years, and we’re honored to have been recognized by Los Angeles Business Journal as a ‘Best Place to Work’, by Entreprenuer.com as a ‘Top Company Culture’, and Best in Biz as ‘Most Innovative Small Company of the Year’.

 

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