Client Relationship Manager - Client Advisory & Success

Job Summary


Responsibilities

• Own the Client Relationship. Act as the primary point of contact for assigned clients, building strong, long-term relationships based on trust and transparency. Develop a thorough understanding of each client's business model, finance function, processes, priorities, and expectations. Maintain regular client interactions and ensure proactive, clear, and timely communication. Understand not just what clients request, but also the underlying business needs and objectives driving those requests.
• Act as a Trusted Client Advisor. Identify operational challenges, recurring issues, and process inefficiencies within client engagements. Ask the right questions to understand root causes and address underlying problems rather than simply resolving immediate concerns. Proactively recommend practical improvements to workflows, reporting, communication, and process ownership. Help clients assess whether their existing processes are scalable and aligned with their business growth. Bring relevant accounting, finance, and process insights to client discussions to support better decision-making.
• Drive Client Process Improvements. Collaborate with delivery teams to identify opportunities to improve operational efficiency, accuracy, and turnaround time. Review recurring issues and recommend preventive measures to minimize errors and improve service quality. Strengthen SOPs, documentation, workflows, and review mechanisms to ensure consistency and accountability. Identify opportunities for automation, technology adoption, and process standardization wherever relevant. Ensure agreed-upon improvements are implemented, monitored, and sustained.
• Connect Clients with Finsmart. Coordinate effectively between clients and Finsmart's accounting, tax, payroll, FPA, and leadership teams. Ensure client concerns are directed to the appropriate internal stakeholders and resolved within agreed timelines. Translate client expectations into clear internal action points, responsibilities, and deliverables. Facilitate seamless collaboration across teams to provide clients with a consistent and integrated Finsmart experience.
• Lead Continuous Improvement. Conduct periodic client health checks and review discussions focused on service quality, process effectiveness, client satisfaction, and future requirements. Track client feedback, outstanding issues, recurring challenges, and ongoing improvement initiatives. Identify trends and common challenges across client accounts and share insights internally to strengthen service delivery. Convert client feedback into actionable improvement plans and follow through on their implementation. Proactively identify potential risks to client satisfaction and take appropriate steps to address them.
• Identify Value-Creation Opportunities. Identify opportunities to deliver additional value by understanding clients' evolving business needs and challenges. Recognize areas where Finsmart's existing or additional services could support clients' growth, efficiency, and business objectives. Collaborate with the relevant sales and leadership teams to explore suitable solutions when a genuine business need arises. Focus on building long-term client value and trust rather than promoting services solely to increase revenue. Develop opportunities for account growth by demonstrating how Finsmart can address emerging client requirements and deliver measurable business value.

What Success Looks Like

• Clients see you as someone they can consult, not just contact.
• Clients receive proactive recommendations instead of only reactive support.
• Recurring operational issues reduce over time.
• Client processes become more structured, efficient and scalable.
• Internal teams have better clarity on client expectations and priorities.
• Client satisfaction and relationship strength improve.
• Clients increasingly trust Finsmart with more critical aspects of their finance operations.
• Additional business opportunities emerge naturally from genuine client requirements.

What We Are Looking For

• 3-6 years of experience in Client Success, Account Management, Client Relationship Management, Consulting, Business Advisory or Finance Operations.
• Strong understanding of accounting/finance processes and the ability to understand how different finance functions connect.
• Experience working with international clients, preferably US/UK/global businesses or CPA/accounting firms.
• Strong analytical and problem-solving ability.
• Excellent communication and stakeholder-management skills.
• Ability to have meaningful conversations with finance leaders, business owners and operational stakeholders.
• Strong process orientation with the ability to identify inefficiencies and improvement opportunities.
• Ability to understand complex client requirements and convert them into practical action plans.
• Comfortable working cross-functionally with accounting, tax, payroll, FPA and operations teams.
• Strong ownership and follow-through.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.