Client Relationship Manager

Be a Part of our Team!

Guideline was founded in 2015 with the mission to help everyone arrive at a secure retirement.  We are transforming the retirement industry with more transparency, seamless technology integrations, accessibility and affordability.  We are a fast-growing technology company looking for exceptionally motivated people who love to see their work’s impact daily, are driven to ensure the company’s success, and want to be a part of the next generation of retirement planning.

Position Overview

We are seeking a natural client advocate who will go to great lengths to provide clients (Plan Sponsors) with a world class service experience and who will identify ways to retain customers at Guideline. As a Client Relationship Manager, you’ll be responsible for owning inbound Tier 2 work, conducting outreach to address B2B needs, and working closely with cross-functional stakeholders to ensure our customers receive a seamless and exceptional experience. You’ll also be a critical partner to other teams at Guideline, helping them understand and analyze how our customers use our products and where they’re having issues.

The successful candidate will report to a Manager, Client Relationship Management and will support Guideline’s customers by communicating with them via phone and email. Experience in delivering world-class service is a must. The Client Relationship Manager will adapt to customer needs to deliver a human and consultative support experience through creative problem solving. The person we appoint to this role will be enthusiastic, optimistic and will exude positive energy. They will enjoy working with a team to solve issues and exceed expectations.

You will…

• Address and resolve issues and inquiries: Serve as the point of contact for our B2B/SMB customers, managing inbound inquiries via email and phone on a round robin basis; we maintain an industry-leading average response time, with an emphasis on quality rather than quantity of tickets resolved
• Strategically identify and implement save efforts: Identify and work with customers who are at risk.  Identify strategies such as pricing flexibility, service improvements or product enhancements to save and retain.
• Collaborate with internal stakeholders: Work cross-functionally with Sales, Product, Engineering, Operations and other cross-functional stakeholders in order to troubleshoot and help clients
• Gather feedback: Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement; your knowledge and insights are immensely valuable!
• Customer education: Providing training and resources to ensure customers fully understand the features and functionalities of the product, empowering them to make the most of it.
• Document customer issues and solutions: Work with client data to derive insights and inform your decisions, using data to proactively address potential issues and drive better outcomes for our clients and the business
• Escalate issues and complaints: Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets
• Maintain customer records: Keep accurate and updated records of customer interactions to ensure consistency and adherence to team’s KPIs
• Provide guidance and solutions: Dive deep into client issues, identify root causes, and develop effective solutions, leveraging your analytical skills and expertise to improve our clients' experience and our internal processes.  Provide a holistic approach, thinking about potential downstream impacts for plan changes.

This Role Might Be A Struggle If...

• A fast-paced, ever-evolving environment feels more overwhelming than energizing; priorities shift quickly, and adaptability is key 
• You find learning multiple complex tools simultaneously frustrating; our product is complex, and curiosity about how things work is essential to succeed here
• You prefer to work independently without regular feedback; we believe growth comes from stretching ourselves, and giving and receiving feedback is a constant here
• You thrive behind the scenes or in predictable, established workflows; this is a live, customer-facing role with high visibility and day-to-day variety

You Have…

• 3+ years of full-time experience in a customer support/customer care role
• Ability to thrive under pressure: You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods
• Adaptability & Resilience: You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and managing competing responsibilities
• Analytical Thinking: Skilled in interpreting performance metrics, identifying trends, and using data-driven insights to guide decision-making and continuous improvement
• Calm, Decisive Problem Solving: You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency
• Collaboration & Influence: Able to work cross-functionally and influence stakeholders at all levels to improve processes and enhance the overall partner and customer experience
• Customer-centric mindset: You keep the customer experience at the forefront of every decision, delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust
• Excellent Communication: You can effectively communicate clear, empathetic, and effective feedback, updates, and solutions to both customers and colleagues
• Organizational Agility: Exceptional time management and prioritization skills, with the ability to stay focused and organised in a fast-paced, high-volume environment
• Retention Focus: Strategic thinking to help retain customers
• Strong product and process knowledge: You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
• Tech-Savviness: Proficient in Google Workspace, customer support platforms (e.g., Zendesk, Intercom, Help Scout, Gong, Jira) and CRMs (e.g., Salesforce, Copper, HubSpot, Pipedrive, Zoho)

Exceptional Candidates Will Have…

• Prior startup experience
• Experience in Retirement or Fintech space
• Experience creating content for a knowledge base (articles, videos, FAQs)

Key Metrics…

• First response time: How long it takes to respond to a customer ticket or inquiry
• Resolution time: Time it takes to resolve a support request or issue
• First contact resolution: Percentage of issues resolved during the first interaction with a customer
• Average resolution time: Time it takes to resolve a support ticket
• Customer satisfaction score: How well the team met customer expectations and their satisfaction level after an interaction 

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.