The Client Relationship Manager is responsible for cultivating, maintaining, and proactively managing strong relationships with assigned clients, partners, and stakeholders. This role serves as a primary relationship owner,
developing a strong understanding of each client's business, priorities, goals, and service needs to ensure a consistent
and exceptional client experience. The Client Relationship Manager proactively engages clients, anticipates needs,
identifies risks and opportunities and coordinates appropriate Myriad resources and solutions. Acting as a key liaison
between the client and internal teams, the RM ensures strong communication, accountability, follow-through, and
alignment while identifying opportunities to deepen the client relationship and support both client and Myriad business
objectives. Success in this role is measured by client retention, proactive engagement, portfolio health, follow-through,
and recognizing growth opportunities for our clients and for Myriad.
Essential Duties and Responsibilities
Essential Duties:
- Develop and sustain strong, trusted client relationships through consistent, proactive, and strategic communication, becoming knowledgeable about each client's business, priorities, goals, challenges, and evolving needs.
- Executive-level communication - comfortable building relationships with business owners and key decisionmakers.
- Deliver exceptional service by taking ownership of assigned portfolio. Placing a strong emphasis on client retention, relationship expansion, identifying revenue opportunities, and understanding the overall value of the client relationship. Proactively identify client needs, service gaps, risks, and opportunities before they become issues, coordinating with appropriate internal teams to develop solutions and next steps.
- Collaborate across Myriad to ensure client needs, commitments, priorities, and expectations are clearly communicated and executed.
- Utilize CRM and other Myriad systems to document meaningful client interactions, commitments, opportunities, risks, and next steps, and use available client data to support proactive relationship management and decision making.
- Seeks to prioritize and understand how businesses operate, can engage in meaningful conversations with business owners, and can identify opportunities to help clients grow and operate more effectively.
Client & Practice Management - Serve as the primary Relationship Manager for an assigned portfolio of clients and maintain a strong understanding of each client's business, priorities, service needs, and relationship with Myriad.
- Maintain a proactive client engagement cadence based on client needs, service model, and Myriad expectations, including scheduled relationship meetings and QBRs as appropriate.
- Come prepared to client meetings with an understanding of current services, open items, previous commitments, business changes, opportunities, and potential areas of concern.
- Ensure agreed-upon client actions and commitments are documented, communicated, assigned, and followed through to completion.
- Maintain accurate and meaningful client information, reporting, cross-selling, scheduling, fee tracking, and client strategy.
- Recognize changes in client sentiment, engagement, business needs, or service experience and take proactive action when intervention is needed.
- Collaborate with leadership and internal teams to continuously improve the client experience and Myriad's service offerings.
- Support Advisor Club responsibilities, including client communications, onboarding, offboarding, required engagement, and accurate recordkeeping using Myriad-approved tools.
Project Management
- The RM owns the client relationship, expectations, and outcomes while leveraging internal resources for execution.
- Manage client-related projects and initiatives as needed, establishing clear objectives, responsibilities, timelines, and expected outcomes.
- Maintain appropriate project plans and status updates, communicating progress, risks, changes, and next steps to clients and internal stakeholders.
- Monitor project scope, schedules, and deliverables and escalate concerns when needed to support timely and effective completion.
- Ensure project activity supports the broader client relationship and provides a consistent, positive client experience.
The Essential Duties and Responsibilities listed are not all inclusive; other duties as assigned will apply
Desired Qualifications (Knowledge and Skills) - Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred.
- 5+ years of experience in client relationship management, customer success, account management and consultative business development, ideally in a business-to-business (B2B) environment.
- Experience in financial services, wealth management, or professional services preferred.
- Proven track record of managing high-value clients and complex projects successfully.
- Strong strategic thinking, problem-solving, and analytical skills, with the ability to anticipate client needs, identify risks and opportunities, and align solutions with business objectives.
- Excellent interpersonal and communication skills, both written and verbal, with a customer-centric approach.
- Proven project management abilities, including planning, organizing, and managing resources to bring about the successful completion of specific project goals.
- Proficiency with CRM software and project management tools; familiarity with data analysis and reporting tools is a plus.
Desired Traits - Excellent organizational skills and attention to detail
- Strong communication, negotiation, and interpersonal skills, with a client-centric approach.
- Collaborative, with leadership qualities to mentor junior team members and enhance client service standards.
- Ability to anticipate and analyze client needs, identify opportunities, and align solutions with business goals.
- Ability to multi-task and adhere to deadlines
- Passion for proactive relationship management, outstanding client service, and exceeding expectations
- Collaborative team player with a client-centric mindset
- Ability to anticipate potential problems and develop solutions needed to resolve them
Myriad is an Equal Opportunity Employer and does not discriminate against applicants or employees based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.
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