Senior Client Manager

The Senior Client Manager serves as a primary point of contact for complex, high-touch client relationships and is accountable for the end-to-end execution of client service and account administration. Operating with a high degree of autonomy, the role applies advanced judgment to resolve nonstandard matters, leads multi-party initiatives, anticipates risks and dependencies, and serves as an escalation and knowledge resource for the broader client service team. 

Key Responsibilities 

· Own client service delivery for complex, high-touch, or multi-entity relationships, including account administration, banking, bill pay, reporting, risk-management-related requests, and sensitive client matters.

· Lead complex account openings, closings, transfers, money movement, beneficiary transitions, and maintenance, ensuring appropriate documentation, approvals, risk assessment, and stakeholder communication.

· Direct client meeting preparation and follow-through, ensuring accurate materials, clear ownership of action items, timely resolution of open matters, and complete CRM documentation.

· Lead cross-functional execution with Advisors and Compliance, Operations, Planning, Tax, and Finance teams; resolve competing priorities and escalate material risks with clear recommendations.

· Independently manage complex coordination with accountants, attorneys, trustees, insurance professionals, bankers, brokerage firms, real estate professionals, and other external partners.

· Lead special client initiatives by establishing execution plans, aligning stakeholders, managing dependencies and deadlines, and remaining accountable for delivery.

· Serve as an escalation and knowledge resource for Client Managers; guide and train colleagues on procedures, documentation, problem solving, and best practices.

· Lead the development and adoption of workflow improvements, stronger controls, and consistent service standards across the team. 

Role Scope and Working Relationships

• Direct Reports: No direct reports; the Senior Client Manager provides functional guidance and coaching.
• Decision-making responsibility: Independently makes client-service and operational decisions within established authority levels,   including decisions involving complex or nonstandard circumstances. Assesses risk, determines when escalation is required, and provides recommendations to Advisors and leadership.
• Key internal partner(s): Lead Advisors; Client Service leaders; Compliance, Operations, Planning, Tax, Finance, and Center of   Excellence teams
• Key external relationship(s): CPAs, attorneys, trustees, insurance professionals, bankers, brokerage firms, real estate professionals, personal assistants, and other client representatives
• Primary systems/tools: CRM platforms (Athena and Salesforce); custodial platforms (Schwab, Fidelity, and others); Microsoft   Office
• Travel Requirements: Minimal

Required Qualifications 

· Substantial relevant experience in client service, wealth management, banking, trust, brokerage, family office, or a comparable professional-services environment, including demonstrated ownership of complex relationships and nonstandard matters.

· Advanced interpersonal, critical-thinking, problem-solving, and multitasking skills, with the ability to anticipate needs, assess risk, resolve competing priorities, and communicate recommendations effectively.

· Proven ability to lead execution across Advisors, custodians, accountants, attorneys, trustees, internal teams, and other external service providers with minimal guidance.

· Strong knowledge of account types, account-opening and maintenance requirements, contributions and distributions, money movement, beneficiary transitions, and related documentation and controls.

· Proficiency with CRM, portfolio-reporting, document-management, and Microsoft Office applications.

· Consistently demonstrates independent judgment, discretion, accountability, and a commitment to confidentiality, responsiveness, accuracy, and client service excellence. 

Preferred Qualifications 

· Bachelor’s degree in business, finance, accounting, economics, or a related field.

Work and Physical Requirements

• Work environment: Hybrid 
• Physical requirements: Ability to perform the essential   functions of a professional office-based role, with or without reasonable   accommodation.
• Cognitive/communication requirements: Sustained attention to detail; ability to analyze information, exercise judgment, manage competing   priorities, and communicate clearly with clients and colleagues.

Performance Expectations 

· Demonstrates comprehensive command of account-opening, maintenance, transfer, and money-movement procedures, including complex and nonstandard scenarios; ensures complete, accurate, and well-controlled execution.

· Independently researches and resolves complex issues, evaluates alternatives and risk, determines when escalation is required, and provides clear recommendations to Advisors and leadership.

· Applies strong knowledge of account structures, contributions, distributions, Required Minimum Distributions, beneficiary transitions, relevant tax and estate-planning considerations, and investment products and strategies.

· Owns the client experience for assigned relationships through proactive communication, anticipation of needs, effective management of sensitive issues, and timely resolution of escalations.

· Leads multiple complex priorities and initiatives, aligns internal and external stakeholders, and remains accountable for quality, timing, documentation, and outcomes.

· Provides functional leadership by coaching colleagues, sharing expertise, reviewing complex work as appropriate, and promoting consistent best practices.

· Leads implementation of workflow, control, and service improvements and supports adoption across the team. 

General Statement 

This job description summarizes the primary duties and requirements of the position. It is not intended to be an exhaustive list of every responsibility or task. Responsibilities may be adjusted based on business needs, consistent with applicable law. Nothing in this job description creates a contract of employment or changes the at-will employment relationship where applicable.

About Clearstead 

Clearstead is a financial advisory firm serving wealthy families and leading institutions. Our mission is to enable wealthy families and leading institutions to meet their financial objectives and achieve their aspirations, building stronger futures for their families, their communities, and themselves.

We fulfill our mission by creating a unified investment framework for our clients and integrating financial planning, tax planning and compliance, trust administration services with investment management to address complex financial situations.