[Hiring] Client Relationship Manager @Blue Ridge Associates

Role Description

The Client Relationship Manager (CRM) is responsible for fostering, strengthening, and maintaining high-quality relationships with ESOP plan administration clients. This role ensures client needs are met through proactive communication, partnership with internal teams, and continuous oversight of the annual ESOP administration cycle.

• Support client retention by enhancing engagement, responding to service concerns, delivering consistent value messaging, and identifying opportunities for additional services or revenue growth.
• Requires strong relationship-building skills, clear and confident communication, and the ability to collaborate across functional teams.

Essential Functions

• Client Relationship Management & Communication
  • Serve as a primary point of contact—alongside the plan consultant—for assigned ESOP clients.
  • Address client inquiries, concerns, or service issues promptly and professionally to ensure a positive client experience.
  • Communicate Blue Ridge’s value proposition effectively, especially with “at-risk” clients, to strengthen satisfaction and retention.
  • Provide proactive client touches throughout the annual cycle, including quarterly informational emails and periodic phone calls to assess satisfaction.
• Client Engagement & Service Delivery Coordination
  • Collaborate closely with internal administration teams to ensure timely and accurate service delivery aligned with client expectations.
  • Monitor annual administration timelines within the ESOP recordkeeping system and ensure clients remain informed throughout the process.
  • Participate in annual planning or year-end calls as needed to prepare clients for upcoming deliverables and milestones.
• Plan Health Review & Reporting
  • Prepare and annually review Plan Health Reports that highlight key statistics, services delivered, and strategic goals for each client.
  • Recommend improvements or updates to client service models based on data insights and client needs.
• Business Insights, Profitability & Growth Opportunities
  • Review client profitability and make recommendations for fee adjustments, service changes, or staffing realignment when appropriate.
  • Identify opportunities to introduce ESOP consulting services or cross-sell additional Blue Ridge offerings.
  • Provide demonstrations of ESOPConnection, the participant website, to support client understanding and adoption.
• Other Duties
  • Contribute to developing and refining internal practices that enhance client service quality, efficiency, and documentation.
  • Assist with special internal or client initiatives as needed.
  • Perform additional duties as assigned.

Qualifications

• Strong written and verbal communication skills with the ability to build trust and rapport.
• 3+ years of experience in client relationship management, account management, or a similar client-facing role.
• Ability to identify client needs and collaborate internally to ensure successful outcomes.
• Strong problem-solving and customer-focused mindset.
• Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strategic thinking, including the ability to assess client profitability and recommend improvements.
• Ability to manage multiple accounts and deadlines in a fast-paced environment.
• ESOP knowledge preferred but not required.

Requirements

• Bachelor’s degree in Business or a related field.
• Minimum 3 years of client relationship, account management, or customer success experience.
• Experience participating in or managing client meetings, touchpoints, or business reviews required.
• ESOP experience preferred but not required.
• Occasional travel to client locations or internal meetings may be required.
• Travel may involve participation in client review meetings, annual planning sessions, or service-related activities.

Benefits

• Remote-first work culture with in-office options (VA, MD, OH, IL, CA, MN).
• Competitive salary & comprehensive benefits (medical, dental, vision, life, disability).
• 401(k) with company match + HSA with contribution.
• Generous PTO for parental leave, vacation and holiday time.
• Support for certifications, association dues, and professional growth.
• Company culture built on community: happy hours, social events, committee opportunities, and volunteer opportunities to make a difference.