Client Relationship Manager
Sioux Falls, SD
Full Time
Goal Solutions
Mid Level
Job Description:
The Client Relationship Manager will report to the Director of Client Relationship Management and is responsible for working directly with designated Goal Solutions clients as the primary contact to manage the relationship, coordinate periodic meetings with each client including relevant internal subject matter experts, handle escalated items, identify new growth opportunities, and ensure client satisfaction. The Client Relationship Manager will have an in-depth understanding of the services divisions amongst the Goal company working cross-functionally interacting with operations leaders, program management and other departments, to respond quickly to and resolve client issues and concerns. This role will also be key in providing feedback to senior management to improve the overall client relationship and success of both organizations.
Responsibilities:
Client Support
Business Growth
Education & Other Minimum Requirements
Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:
Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.
Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.
Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
The Client Relationship Manager will report to the Director of Client Relationship Management and is responsible for working directly with designated Goal Solutions clients as the primary contact to manage the relationship, coordinate periodic meetings with each client including relevant internal subject matter experts, handle escalated items, identify new growth opportunities, and ensure client satisfaction. The Client Relationship Manager will have an in-depth understanding of the services divisions amongst the Goal company working cross-functionally interacting with operations leaders, program management and other departments, to respond quickly to and resolve client issues and concerns. This role will also be key in providing feedback to senior management to improve the overall client relationship and success of both organizations.
Responsibilities:
Client Support
- Primary contact for the client, answering questions, providing assistance, aligning resources and proactively communicating
- Provide problem resolution, taking the lead in identifying issues and finding mutually agreeable resolution for both the client and Goal
- Track and manage client requests communicating expectations regarding various requests, priorities, timeline and any associated costs
- Liaison and advocate between client and operations to ensure mutual understanding of needs and enhancements
- Regularly communicate key enhancements, system changes, downtime, etc. to clients
- Manage special projects that involve client communication, decisions and execution
- Lead regularly scheduled client meetings, engaging appropriate internal stakeholders, managing agenda, notes and assignment of action items
- Ensure program documentation is current for supported clients
- Maintain a working knowledge of key clients active programs and key contract provisions
- Other duties as assigned
- Coordinate Business Reviews with clients and key internal business units
- Facilitate client requests for changes or enhancements to existing programs and or services. Follow established business requirements gathering process, internal evaluation, client sign off and prioritization
- Support system and evaluate actions needs based on ongoing client feedback
- Identify opportunities for improvement and efficiency with client support and work closely with internal stakeholders to implement enhancements
- Other duties as assigned
Business Growth
- Identify growth opportunities for clients who can benefit from a broad range of Goal Solutions services. Collaborate with Business Development to execute on new opportunities
- Coordinate with internal teams to implement new client programs and features that help grow the business and improve portfolio performance
- Firm understanding of operations and systems utilized within Goal, able to converse about and answer detailed questions from clients
- Conduct live system demo’s and client portal training for existing clients showing various system features and functionality
- Other duties as assigned
Education & Other Minimum Requirements
- Bachelor’s degree in a relevant field of study
- 5+ years of relevant experience in client relationship management role
- 5+ years management/leadership experience in a loan servicing, collections, consumer operations or finance industry
- Ability to interact comfortably on the phone and in person at the executive level
- Exceptional written, verbal, and interpersonal communications skills
- Proficient with Excel, Word, and PowerPoint
- Solid grasp on data analysis and performance metrics
- Organized individual who excels at problem solving and multi-tasking
- Energetic self-starter with a track record of determination and willingness to go the extra mile
- Adaptable and willing to learn new things with a keen eye for detail
- Team player mentality with excellent collaboration skills
- Occasional travel to our San Diego, CA office as well as travel to key clients
Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:
- 401(k) + company match up to 4%
- Medical, dental, and vision coverage
- Annual HSA contribution of $1,600
- Life insurance, disability, and critical illness
- Birthday holiday
- 2 floating Community Days
- Free snacks and drinks in the office
- Tuition reimbursement program
- Generous PTO, including Paid Parental Leave
- $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
- Community funds, wellness funds, and more
Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.
Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.
Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Equal Employment Opportunity
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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