[Hiring] Senior Client Relationship Manager @Blue Ridge Associates

Role Description

The Senior Client Relationship Manager (Senior CRM) is responsible for managing and strengthening high-value ESOP client relationships, with a focus on strategic engagement, retention, and service excellence. This role is entrusted with Blue Ridge’s premier and elite clients, requiring advanced relationship management skills, deep business insight, and the ability to navigate complex or sensitive client situations.

In addition to managing a portfolio, the Senior CRM contributes to client care strategy, mentors CRMs, and helps develop processes that drive quality, efficiency, and client satisfaction across the ESOP Client Care team. This individual collaborates closely with internal teams to ensure seamless service delivery and proactively identifies opportunities for consulting, additional services, or revenue growth.

Essential Functions

• Strategic Client Relationship Management
  • Serve as the primary relationship lead for premier, elite, and/or highly complex ESOP clients.
  • Act as the escalation point for sensitive, high-impact, or complex client issues requiring senior-level judgment.
  • Strengthen client retention by delivering strategic value messages and proactive insights.
  • Build high-trust relationships with executive-level client contacts and boards/committees.
• Client Engagement & Service Oversight
  • Partner with internal administration and consulting teams to ensure timely, accurate, and strategic delivery of services.
  • Oversee annual administration timelines and ensure clients remain informed and prepared for all milestones.
  • Lead or participate in annual strategic planning meetings, year-end reviews, or executive briefings.
• Plan Health, Reporting & Strategic Recommendations
  • Develop and deliver advanced Plan Health Reviews tailored to complex clients, including deeper analysis, trends, and strategic guidance.
  • Recommend enhancements to service models, plan design, or processes based on insights or emerging client needs.
• Business Insights, Profitability & Growth Leadership
  • Conduct detailed profitability analysis on assigned clients and recommend fee changes or service adjustments.
  • Identify and present opportunities to introduce consulting services or additional Blue Ridge offerings.
  • Provide high-level demonstrations of ESOPConnection and support client adoption strategies.
• Team Leadership, Mentorship & Process Improvement
  • Serve as an informal team leader or mentor to CRMs, providing guidance on best practices and client handling approaches.
  • Assist in onboarding and developing CRM team members.
  • Collaborate in creating and refining internal procedures, workflows, and client care standards.
  • Contribute to broader client care strategy and cross-departmental initiatives.
• Other Duties
  • Support special projects, strategic initiatives, and cross-functional work as assigned.
  • Perform additional duties as required.

Qualifications

• Exceptional written and verbal communication skills, with the ability to influence and build rapport at senior client levels.
• Demonstrated ability to manage complex client relationships and sensitive situations.
• Strong strategic thinking, business acumen, and consultative approach.
• Proven ability to mentor or support the development of other team members.
• Advanced problem-solving skills with a client-focused mindset.
• Ability to manage a large, complex book of business with multiple priorities.
• Proficiency in CRM systems and Microsoft Office Suite.
• ESOP knowledge preferred.

Requirements

• Bachelor’s degree in Business or related field required.
• 8–10+ years of experience in client relationship management, account management, or customer success.
• Experience leading complex client meetings, business reviews, or strategic discussions.
• Prior experience handling escalations or high-complexity accounts.
• ESOP administration or retirement/benefits experience preferred.

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.