Client Experience Relationship Manager (MS)

ACA Group; Durham (NC); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual discretionary bonus

Pension

Private medical insurance

Group life insurance

Gym membership subsidy

Season ticket loan

Job summary

ACA Group is seeking a Client Experience Relationship Manager to support high‑quality, consistent experience for Managed Services clients. You will work with clients, delivery teams, and the Client Experience Director to align services, understand needs, and identify opportunities for improvement or expansion.

You will build strong relationships, serve as a day‑to‑day contact, and ensure timely, clear communication on all deliverables.

Qualifications

• Bachelor’s degree.
• Minimum of 4 years of experience in client service, consulting, account management, or delivery roles.
• Proven track record of managing large strategic accounts.

Responsibilities

• Build and maintain strong relationships with client stakeholders.
• Serve as day‑to‑day contact for assigned clients within your service line.
• Ensure clear, consistent communication on deliverables, timelines, and expectations.
• Support onboarding of new clients and ensure smooth transitions.
• Align client expectations with how services are delivered.
• Identify opportunities to expand services based on client needs.

Skills

Communication

Relationship building

Explain complex services

Organization

Cross-team collaboration

Commercial awareness

Adaptability

Education

Bachelor’s degree

Job description

The Opportunity: The Client Experience Relationship Manager supports the delivery of high-quality, consistent experience for Managed Services clients. Aligned to a specific service line, this role combines subject matter understanding with client‑facing responsibility and works closely with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively, client needs are understood, and opportunities for improvement or expansion are identified.

What you’ll do

Client Experience & Relationship Support

• Build and maintain strong working relationships with client stakeholders
• Serve as a day‑to‑day point of contact for assigned clients within your service line
• Ensure clear, consistent communication on deliverables, timelines, and expectations

Onboarding & Continuity

• Support onboarding of new clients, ensuring a smooth transition into delivery
• Help align client expectations with how services are delivered
• Ensure continuity of experience as services evolve

Delivery Alignment

• Work closely with analysts and delivery teams to ensure client needs are understood and met
• Translate client feedback into actionable inputs for delivery teams
• Identify and escalat​e issues that may impact client experience

Service Line Expertise

• Develop strong understanding of your assigned service line, including offerings, delivery model, and key value drivers
• Act as a bridge between client needs and service line capabilities

Growth & Opportunity Identification

• Identify opportunities to expand services based on client needs and gaps
• Partner with Client Experience Director and commercial teams to shape and support expansion opportunities

Continuous Improvement

• Identify patterns, issues, or inefficiencies impacting client experience
• Contribute to improvements in how services are delivered and communicated

Required Qualifications

• Bachelor’s degree
• Minimum of 4 years of experience in client service, consulting, account management, or delivery roles
• Proven track record of managing large strategic accounts

Skills and attributes for success

• Experience working in a services or delivery‑based environment
• Strong communication and relationship‑building skills
• Ability to understand and explain complex services or solutions
• Strong organizational skills and attention to detail
• Ability to work across teams and manage competing priorities
• Commercial awareness and ability to identify client needs and opportunities
• Comfort operating in a fast‑paced, evolving environment

Preferred Qualifications

• Experience in one or more relevant service lines (e.g., Anti‑Money Laundering, Code of Ethics, Communications Surveillance, Marketing Review, Regulatory Filings, Research Compliance Solutions)
• Exposure to Managed Services or similar delivery models
• Experience working with enterprise or complex clients

Benefits

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes an annual discretionary bonus, pension, private medical insurance, group life insurance, group income protection, subsidized corporate gym membership, season ticket loan, employee assistance programme, and more. Our time off options include up to 26 days of annual holiday allowance and statutory bank holidays, as well as days off for your work anniversary, career development, and volunteering.

About ACA

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

EEO Statement

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Salary Range: $90,000 – $130,000