Client Relationship Manager

Blue Ridge Associates • Chicago, IL

10h • Remote

About The Position

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

Requirements

• 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.
• 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.
• Must be authorized to work in the US.

Nice To Haves

• ESOP knowledge preferred but not required.
• ESOP experience preferred but not required.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level