Senior Client Relationship Manager
About The Position
Where Technical Expertise Meets Purpose-Driven Impact Use your ESOP knowledge to help employees across the country build financial independence. At Blue Ridge Associates, we don’t just administer retirement plans — we help people build lasting financial security . Through Employee Stock Ownership Plans (ESOPs) and 401(k) services, we empower employees across the country to take ownership of their financial futures. We’re proud to be one of the top ESOP administration firms in the nation, serving a diverse range of companies that believe in sharing success with their people. Whether remote or based in one of our seven offices across the country, our team members work together with a shared mission: to make it easy for retirement plan professionals and sponsors to provide wealth-building benefits to business owners and their employees. That’s Where You Come in as a Senior Client Relationship Manager 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.
Requirements
- 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.
- 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.
- Occasional travel for key client meetings, planning sessions, or internal collaboration.
Nice To Haves
- ESOP knowledge preferred
- ESOP administration or retirement/benefits experience preferred
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- Support special projects, strategic initiatives, and cross-functional work as assigned.
- Perform additional duties as required.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
