Client Experience Advisor (CEA)

Frazier & Deeter•Towson, MD

13d•Hybrid

About The Position

Join Frazier & Deeter, a rapidly growing Top 50 accounting & advisory firm, recognized for its commitment to its employees and clients. We are seeking a Client Experience Advisor (CEA) to serve as a dedicated day-to-day point of contact for ultra-high-net-worth individuals, families, and family offices. This role focuses on cultivating strong client relationships, coordinating services across the firm, and ensuring a seamless and personalized experience. You will partner with internal specialists and external advisors to anticipate client needs, facilitate communication, track commitments, and guide the execution of priorities. This is a client experience role, distinct from technical or engagement management, aimed at ensuring the experience surrounding tax, accounting, and advisory work is exceptional. The ideal candidate is organized, relationship-driven, proactive, and passionate about client service, professionalism, discretion, and confidentiality. This role offers the opportunity to build meaningful relationships while helping successful individuals and families navigate complex financial, tax, and advisory matters through a personalized and highly coordinated service experience. This position reports to the Family Office / Private Wealth Practice Leader.

Requirements

Bachelor's degree required.
5+ years of client-facing experience within professional services, wealth management, family office services, trust administration, private banking, or a related field.
Experience supporting highly successful individuals, multi-generational families, family enterprises, or complex financial structures is strongly preferred.
Strong project management, organizational, and relationship management skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
Comfort operating in a role that is still taking shape, and the initiative to help shape it.
Demonstrated ability to exercise sound judgment and maintain confidentiality in highly sensitive situations.

Nice To Haves

Professional certifications such as PMP, CPA, CFP, CFA, CTFA, JD, or similar credentials are preferred but not required; hands-on private client experience is weighted more heavily than any credential.
Experience working within a CPA firm, family office, wealth management firm, private bank, or trust organization preferred.

Responsibilities

Serve as a primary point of contact for clients, family office personnel, family members, and other trusted advisors.
Coordinate and enhance the client experience throughout the full relationship lifecycle, from prospect conversion and onboarding to ongoing service delivery, relationship expansion, and long-term client retention.
Act as the internal advocate for client needs, ensuring exceptional service delivery and a consistent client experience.
Build and maintain strong relationships with clients and their professional networks, including attorneys, investment advisors, bankers, trustees, and insurance professionals.
Learn each client deeply - communication preferences, family dynamics, upcoming life events, and personal priorities - and ensure the engagement team knows what matters to them.
Lead coordination of complex client initiatives by tracking deliverables, facilitating communication among stakeholders, and ensuring timely execution of commitments.
Monitor engagement timelines, outstanding requests, and client priorities while facilitating communication among internal stakeholders.
Listen for signs of client concerns or changing expectations, and inform the responsible manager or partner promptly.
Identify potential planning needs, service gaps, and expansion opportunities that surface in day-to-day client conversation, and route them to the appropriate professional.
Organize and coordinate client meetings, including agendas, materials, logistics, and follow-up action items.
Draft, review, and manage client communications to ensure professionalism, accuracy, and responsiveness.
Assist clients with secure portal access and utilization of client-facing technology solutions.
Support proactive communication efforts related to planning opportunities, deadlines, and significant life events.
Maintain strict adherence to confidentiality, privacy, and information security requirements.
Identify opportunities to improve client service processes and engagement efficiency.
Mentor and support junior team members as appropriate.
Perform other duties as assigned.