Client Service Specialist Manager

2 months ago

San Francisco, United States Evergreen Services Group Full time

Evergreen Services Group is a San Francisco based holding company that acquires and operates B2B services companies across North America. Since its founding in late 2017, Evergreen has completed 100+ acquisitions across Managed IT Services, Cybersecurity, Financial Software, ERP Software Partners and Government Services. We are driven by a people first mission to marry capital allocation with inspired operations, thus creating North America's best home for businesses.

The Evergreen holding company team is comprised of 40+ professionals based in San Francisco who are focused on capital allocation, M&A, executive level hiring, strategic board leadership, and finance and accounting. Evergreen is a uniquely long-term oriented holding company that seeks to hold and grow businesses indefinitely rather than follow the 5-7 year holding period of a typical private equity fund. This allows us to take a truly long-term view on performance and people. Evergreen is backed by Alpine Investors, a leading private equity firm focused on the services and software industries with $16B+ in AUM.

Client Service Specialist Manager

As a Client Service Specialist Manager at an Evergreen-backed operating company, you will lead the client service team and collaborate with the Private Client Group to ensure smooth daily operations and execution of business objectives. This role involves overseeing client service activities, enhancing satisfaction, and driving process improvements. The CSS Manager provides operational support to the Private Client Group and clients, while managing and developing the CSS team, and offers additional support to the Chief Operating Officer. Key responsibilities include optimizing business operations, resolving conflicts, and streamlining workflows to improve efficiency. The manager also coordinates team activities, development, and productivity of other Client Service Specialists, demonstrating strong leadership through effective communication, proactive decision-making, and strategic planning.

Duties and Responsibilities

  • Team Leadership & Development:
    • Lead and mentor a team of Client Service Specialists to deliver exceptional client service
    • Provide training and development to new hires and existing team to enhance team skills, ensuring they stay updated on industry regulations and firm standards
    • Set clear performance goals and regularly review progress, providing constructive feedback and coaching as needed
    • Leads team meetings, and advocates for team members with Executive Leadership, and ensures high morale
    • Serves as the key liaison between Executive Leadership and the team, facilitating solutions that align with the needs and goals of both parties
  • Client Relationship Management:
    • Act as the primary escalation point for client service issues, ensuring timely and accurate resolution
    • Maintain strong client relationships by providing high-touch, personalized service and proactively addressing client needs
    • Collaborate with Private Client Group (Financial Advisors and Associates) to support client onboarding, account management, and ongoing client service needs
  • Operational Excellence:
    • Oversee the day-to-day operations of the client service team, ensuring adherence to policies, procedures, and compliance standards.
    • Develop and implement efficient workflows and processes to improve service delivery and enhance the client experience
    • Ensure accurate and timely completion of tasks (such as account setup, money movement, document processing, generating reporting, and other account maintenance requests)
    • Serves as primary liaison between the company and Custodians (Schwab/Fidelity)
    • Completes administrative tasks and updates internal systems
  • Cross-functional Collaboration:
    • Work closely with other departments, including Private Client Group, Business Development, and Research, to ensure seamless client service and the resolution of complex issues
    • Lead process improvements to improve service processes and technology adoption, ensuring the team is leveraging tools and systems effectively
Qualifications
  • 5+ years of experience in client service or operations within wealth management/RIA
  • 2+ years of proven experience managing a client service team in a high-touch environment
  • Strong understanding of wealth management products and services, including portfolio management, retirement planning, and financial advisory (Alternative investment paperwork experience is a plus)
  • Bachelor's degree
  • CRM (Salesforce preferred), portfolio account software, and Schwab custodian and web interface experience
  • Strong leadership and team-building abilities
  • Client-focused with a passion for delivering high-quality service
  • Ability to work independently but also be a proactive contributing team member
  • Strong attention to detail and ability to manage multiple priorities
  • Collaborative and able to work cross-functionally within the organization.
  • Ability to handle high-pressure situations and make decisions quickly and effectively
  • Must have a mode of transportation for travel (occasional notary/client meetings)
Salary and Benefits
  • The expected base salary for this position will range from $125-160K plus eligibility (after 6 months) for incentive compensation based on successfully completing metrics. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.
  • Medical, dental, and vision coverage, Flexible Spending Account/Health Savings Account and 401K plan


We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. Evergreen encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application

DIVERSITY, EQUITY, & INCLUSION AT EVERGREEN

At Evergreen, we acknowledge that an emphasis on diversity, equity, and inclusion ("DE&I") is essential to hiring phenomenal people. To create the best home for businesses and spark success at our firm and throughout our portfolio, we aim to establish an environment where every person is welcomed, accepted, and empowered to excel in their role. These beliefs run true to our People-first philosophy, which emphasizes attributes over experience, we strive to recruit and work with those from a range of backgrounds, which drives creativity and innovation. At Evergreen, we recognize that we must continue to improve and expand and we are enthusiastic about maintaining Evergreen as one of the best places to work by ensuring a culture of inclusion and allowing everyone an unbiased opportunity to grow.

Compensation

A competitive compensation package will be offered alongside a benefits package including full medical and dental coverage, unlimited PTO, 401(k) match, family planning support, and much more.

Evergreen Services Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.

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