Hybrid Client Relationship Manager

at Transition Strategies, LLC

• Job title: Client Relationship Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $95,000 - $145,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Chicago, United States

About the role

• Client Relationship Manager fostering relationships at Blue Ridge Associates, a top ESOP administration firm. Responsible for client satisfaction and retention through effective communication and service delivery.

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.

Requirements

• 3+ years of experience in client relationship management, account management, or a similar client-facing role.
• Strong written and verbal communication skills with the ability to build trust and rapport.
• 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.
• ESOP knowledge preferred but not required.
• 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.

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