Senior Relationship Manager

2 weeks ago

Chicago, United States Family Office Exchange Full time

Family Office Exchange ("FOX") is the industry-leading membership organization servicing multi-generational families, family office executives, and trusted advisors.

Position Summary:

The Senior Relationship Manager is responsible for building, strengthening, and maintaining relationships with assigned family office and/or advisor members, providing customized, high-quality member service, and ensuring successful achievement of annual revenue and renewal rate targets. The Sr. RM is also accountable for deepening member relationships and obtaining referrals and may be asked to moderate breakout and focus groups at various FOX events.

This opportunity is conveniently located downtown Chicago at 100 S. Wacker.

Duties and Responsibilities:

  • Ensures member utilization of various FOX programs and opportunities and the overall membership experience.
  • Serves as a Relationship Manager ("RM") for members, leads new member's orientation, tailors' recommendations of benefits and services to meet specific member needs, monitors and ensures service utilization and engagement, and develops strategies to ensure the highest quality service in member interactions including benchmarking and forum participation.
  • Provides insight and guidance to members to effectively address and resolve member concerns and challenges.
  • Acts as a trusted advisor with effectively addressing and resolving member concerns.
  • Develops and retains memberships through targeted communication of the benefits of membership and promotion of FOX services designed to address member needs.
  • Strives to capture member needs, information, and knowledge in CRM.
  • Works to ensure that the right resources are being provided in line with member needs.
  • Collaborates with internal teams (Marketing & Strategy, Councils, Sales, Events, etc.) to identify speakers, promote events and encourage attendance, maximize renewal, and upgrade opportunities, share member feedback, and contribute to development of agendas, events, and content for website and collateral materials.
  • Identifies consulting opportunities while assisting members with problems and finding solutions. Forwards the opportunity to the appropriate consulting team member.
  • Identifies potential upgrades to council level memberships to be additive to their book of business
  • Obtain referrals from their current loyal members, for new member prospects to pass along to the Sales Team as a part of nurturing their book of business
  • Relationship Managers required to attend in-person Forums and in-person FOX Teams Days (travel covered by Family Office Exchange pursuant to travel policies)
  • Attends, hosts, and/or presents at events to promote FOX and member benefits and to host or moderate peer group dialogue and focus groups.
  • Participates in the sales process as a subject matter expert as needed.
  • Develops and maintains an effective COI community.
  • Embraces role within internal work groups including but not limited to User Acceptance Testing, cohorts, moderation of networks, moderations of breakout sessions at Forums, brief internal data projects, review of website for technical and/or content gaps, other items as needed.
  • Performs other duties and responsibilities as may be assigned.
  • Participates in RM Meetings held by manager
  • Participates in Accounts Receivable review of membership payment processes as it pertains to your own RM book of business
Ideal Professional Experience:
  • Bachelor's degree required, emphasis in finance, business, or related field preferred. An advanced degree and/or certification (MBA, JD, CFA and/or CPA) is a plus.
  • Minimum of 7 years providing direct client service to ultra-high net worth clients through a single-family office, wealth management, tax, legal or other professional services firm.
Professional Attributes and Skills:
  • Strong client/customer service and program delivery orientation.
  • A high E.Q. and self-awareness attributes are critical
  • Must be proactive, able to take initiative and move issues or projects to closure without supervision.
  • Strategic thinker, future oriented.
  • Ability to prioritize based on member needs in a fast-paced environment
  • Able to deal with ambiguous or unexpected issues in a professional manner and get results.
  • Be a strong internal advocate for their members and ensure value propositions are aligned and properly communicated throughout the organization
  • Detail oriented with exceptional follow through and organizational skills.
  • Excellent interpersonal and communication skills.
  • Strong relationship and team building skills.
  • Ability to work with a high level of ambiguity.
  • Ability to use technology to minimize manual processes including technical skills with Office365 suite (Word, Excel, PowerPoint, Outlook, and Dynamics).
  • Properly documents strategically important member calls into CRM

Working at Family Office Exchange (FOX) provides opportunities to interact with enterprise families, family office executives, and their trusted advisors. We are committed to providing our members with networking, continuous learning, and objective guidance. The team at FOX is dedicated to three key pillars for success: collaboration, innovation, and excellence.

FOX offers a robust employee benefits plan, including: major medical, dental and vision care plans; basic and supplemental life insurance for employee and dependents; short and long-term disability options; 401(k) plan; Health Reimbursement Account; transportation and parking deduction option; generous vacation and holiday plan; and an on-site health club at Chicago headquarters.

Family Office Exchange is an Equal Opportunity Employer. For more information, please click the following links: English | Espaol

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