Client Service Relationship Manager at Clearstead Advisors LLC

Cleveland, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service, Relationship Management, People Management, Risk Oversight, Operational Effectiveness, Team Leadership, Process Improvement, Data Governance, Salesforce Financial Services Cloud, Compliance, SEC Regulations, IAA Regulations, Workflow Development, Custodial Coordination, Performance Metrics, Training

Industry

Financial Services

Description

Description We are seeking a Client Service Relationship Manager as part of our Institutional Client Group at our downtown Cleveland, Ohio wealth management firm. This position will be responsible for leading, developing, and supporting Client Service Associates, Client Service Leads and clients while ensuring consistent, high-quality service delivery. This role serves as a critical link between frontline execution and senior leadership, balancing people management, risk oversight, and operational effectiveness. This position offers work from home flexibility of up to 2 days per week after initial orientation period. In this position you will: Lead and manage the Client Services team, including Client Service Leads, Client Service Associates/Operations and Client Experience Associate. Oversee client servicing processes — onboarding, transfers, account maintenance, and custodial coordination. Partner with Managing Directors and/or Consultants to deliver seamless, high-quality client experience. Maintain compliance with SEC, IAA, and internal regulatory requirements. Define and improve operational procedures and workflows for scalability and consistency. Oversee data governance and record management in Salesforce Financial Services Cloud (FSC). Collaborate with Technology and Compliance to enhance systems, integrations, and reporting. Align institutional service practices with firmwide goals under the direction of the Managing Director of Services. Work closely with custodial partners to resolve any issues and provide continuous education to the Client Service Teams Leadership & Strategic Oversight Provide direction and leadership for Client Services activities, including onboarding, operations, servicing, and ongoing client support. Develop and execute strategic objectives for Client Services division in alignment with firmwide goals and the Managing Director of Services. Lead, coach, and develop Client Service employees, ensuring accountability, collaboration, and professional growth. Foster a culture of excellence, team mentality, transparency, and proactive client service within the division. Client Servicing & Operational Excellence Oversee client servicing standards to ensure consistent, timely, and compliant execution of all requests and processes. Manage key workflows related to onboarding, transfers of assets (ACAT and paper-based), account maintenance, and custodian coordination. Partner with Managing Directors/Consultants to ensure smooth transitions, timely deliverables, and accurate communication with clients and third parties. Ensure operational consistency and compliance with SEC, IAA, and firm policy requirements. Process Management & Governance Develop and maintain standard operating procedures (SOPs), checklists, and servicing frameworks across client service. Define and monitor performance metrics, turnaround standards, and escalation procedures for operations. Identify and implement process improvements to enhance scalability, reduce manual work, and improve accuracy. Collaborate with Compliance to ensure all processes meet regulatory and documentation requirements. Data Management & Technology Alignment Oversee data structures and hierarchies within Salesforce Financial Services Cloud (FSC) Define and enforce standards for data entry, record linking, and field management to ensure accuracy and reporting consistency in FSC. Partner with Technology to implement automations, workflows, and reporting enhancements. Serve as a subject matter expert for data integrity across custodial and internal systems (Fidelity Wealthscape, Schwab, etc.). Cross-Functional Collaboration Collaborate with the Managing Director of Services to align Institutional and Private Client Servicing models and identify firmwide synergies. Work closely with Compliance and Technology to support enterprise initiatives and maintain procedural alignment. Serve as the liaison between teams to ensure service continuity and information accuracy. Training, Communication & Development Create and maintain clear procedural documentation, FAQs, and visual workflow guides for Client Services team members. Facilitate onboarding and continuous education for Client Service team Lead regular meetings to share updates, gather feedback, and reinforce best practices. Partner with HR and leadership to develop structured training, role progression, and performance management tools for Institutional Services personnel. Reporting & Accountability Develop and monitor key performance indicators (KPIs) to measure service quality, efficiency, and process integrity. Support audit and compliance reviews by ensuring records, workflows, and communications meet firm documentation standards. Requirements The successful candidate will have: 5+ years of related Investment, Insurance or Trust Administration experience BS/BA degree in Business, Finance or related field, or equivalent experience Experience with alternative investments Experience with Fidelity or Schwab is preferred Experience with Salesforce, Addepar, Arch, and Portfolio Accounting Systems preferred Strong computer proficiency (e.g. Word, Excel, Adobe and Outlook) Excellent interpersonal and communication skills, written and verbal Strong computer proficiency (e.g. Power Point, Word, Excel, Adobe and Outlook) Demonstrated client service skills Strong team player with the ability to interact with staff at all levels of the organization Commitment to company values Clearstead is committed to building a culturally diverse workforce and strongly encourages applications from minorities and women. We are an equal opportunity-employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status or any other characteristic protected by law. The qualified candidate can expect: A flat, bureaucracy-free organizational structure that fosters creative thinking and involvement at all levels of the organization The opportunity to join a growing employee-owned firm that offers professional growth in an industry that is both dynamic and intellectually challenging An opportunity to work with institutions across the country A competitive base salary with an incentive bonus program 401(k) Savings plan with company contributions Health, Dental, Vision, and Long-term disability insurances Generous paid time off program We are Clearstead…an independent institutional and wealth advisory firm in Cleveland, Ohio. Our private clients are families, individuals, and related entities. Our institutional clients include retirement funds, endowments and foundations, higher educational institutions, and healthcare organizations. There’s a popular line at Clearstead, “There are no sharp elbows.” Employees have a voice in driving our success through our innovative, team-based approach. By empowering employees with rewarding careers, ownership, and valuing their perspectives we foster a culture of collaboration. This helps us attract and retain strong and motivated individuals.

Responsibilities

This role involves leading and managing the Client Services team, overseeing critical servicing processes like onboarding and transfers, and acting as a link between frontline execution and senior leadership. The manager will also define and improve operational procedures, ensure regulatory compliance, and oversee data governance within Salesforce FSC.