Client Services and Experience Manager

Stratos; Franklin (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

PTO 14 days

Retirement plan with employer matching

Casual Fridays with lunch

Job summary

Flagship Financial Advisors in Franklin, TN is seeking a Client Services & Experience Manager to lead day-to-day client service, onboarding, and operations. You will work closely with advisors to deliver a high-touch client experience, coordinate custodial activities, and drive process improvements across the firm.

The role requires a client-first mindset, strong organizational skills, and experience with Schwab and Fidelity platforms.

Qualifications

• 2+ years in wealth management operations or similar
• Hands-on experience with client onboarding and money movement
• Familiarity with Schwab and Fidelity platforms (advisor/custodial)

Responsibilities

• Own the delivery of a high-touch client experience across the client lifecycle.
• Serve as a primary point of contact for client requests and escalations.
• Partner with advisors to promptly address client needs and coordinate appreciation events.
• Manage onboarding end-to-end including paperwork, account opening, funding and transfers.
• Coordinate with custodians and service providers to keep accounts in good order.
• Develop and improve workflows and SOPs to scale client experience.
• Oversee CRM data quality, workflow management, and practice management technology.
• Coordinate advisor calendars and meeting preparation; ensure follow-up items are completed.
• Maintain regulatory compliance and accurate records; support budgeting and vendor oversight.

Skills

Wealth management operations

Client onboarding

Account servicing

CRM experience

Communication skills

Education

Bachelor’s degree in business/finance

Tools

Schwab Advisor Center

Fidelity Wealthscape/Institutional

Redtail CRM

Orion

MoneyGuidePro

Job description

Client Services & Experience Manager

Franklin, TN · In-Office · Full-Time · Fee-Only Fiduciary RIA

Why Flagship

Flagship Financial Advisors is a fee-only, fiduciary registered investment advisory firm serving families and retirees from our offices in Franklin, TN and Huntsville, AL. We are a family-owned practice with no outside or institutional ownership, built on a simple idea: clients deserve advice that is always in their best interest, delivered by people who genuinely care about their outcomes.

Our work centers on helping clients turn a lifetime of savings into a dependable retirement “paycheck” they can count on. That mission only works when every client interaction reflects the same warmth, responsiveness, and attention to detail — and as we grow, we need a leader who can protect and elevate that experience every single day. That’s where this role comes in.

The Role

We’re looking for an experienced, proactive Client Services & Experience Manager to be the operational backbone of our growing practice and the steady hand behind a truly exceptional client experience. You’ll own the day-to-day service relationship — onboarding, account maintenance, custodial coordination, and proactive follow-through — while refining how the firm runs and partnering with advisors so they can stay focused on planning and relationships.

This is a high-trust, client-facing leadership position for someone who takes pride in things being done right and on time. If you’re the kind of person clients remember by name, who anticipates needs before they’re voiced, and who finds genuine satisfaction in a clean, well-run operation, we’d love to meet you.

Compensation & Benefits

• Competitive salary, commensurate with experience.
• Health benefits through an Individual Coverage Health Reimbursement Arrangement (ICHRA).
• 14 days of paid time off, plus all NYSE market holidays.
• Retirement plan with employer matching.
• Casual Fridays, with lunch provided in the office.

What You’ll Do

Client Experience & Relationship Management

• Own the delivery of a high-touch client experience across the entire client lifecycle, setting service standards that drive retention and satisfaction.
• Serve as a primary point of contact for client requests and the escalation point for complex service issues, handling each with professionalism and follow-through.
• Partner with advisors to keep client needs, requests, and communications addressed promptly — and support client appreciation events and relationship-building initiatives.

Client Onboarding & Account Servicing

• Manage new client onboarding end to end — paperwork, account opening, funding, asset transfers, and custodial coordination.
• Process account maintenance accurately and compliantly: distributions, contributions, journals, beneficiary updates, money movement, and required documentation.
• Coordinate directly with custodians (Schwab and Fidelity) and service providers to resolve issues and keep accounts in good order.

Operations, CRM & Technology

• Develop, document, and continuously improve the workflows and standard operating procedures that keep the client experience consistent as we grow.
• Oversee CRM data quality, workflow management, and the firm’s practice management technology, and help evaluate and implement new solutions.

Advisor & Meeting Support

• Coordinate advisor calendars and client review schedules, and oversee meeting preparation — agendas, deliverables, and follow-up.
• Ensure meeting action items and client requests are tracked and completed on time.

Compliance, Business & Growth

• Keep the practice operating in line with regulatory requirements and firm policy, partnering with compliance and supervisory personnel and maintaining accurate records.
• Support budgeting, vendor oversight, and the tracking of key operational metrics, and prepare insights for firm leadership.
• Partner with leadership on initiatives that support growth, efficiency, client retention, and the firm’s strategic priorities.

What We’re Looking For

Required

• 2+ years in wealth management operations, client service, or practice support at an RIA, broker-dealer, wealth management firm, or comparable professional services environment.
• Hands-on experience with client onboarding, account servicing, money movement, and operational workflows.
• Working knowledge of the Schwab and Fidelity advisor/custodial platforms (e.g., Schwab Advisor Center and Fidelity Wealthscape/Institutional).
• A genuinely client-first mindset — warm, responsive, and detail-oriented under pressure — with strong organizational and communication skills.
• Comfort working in a fiduciary, compliance-conscious environment.

Preferred / Great to Have

• Experience with Redtail CRM, Orion, and MoneyGuidePro, and familiarity with FMG for marketing and client communications.
• Bachelor’s degree in business, finance, or a related field, and industry coursework or designations (or a desire to pursue them).

What You’ll Bring

• Professionalism and trust — a high level of discretion, integrity, and the ability to build confidence with clients, advisors, and teammates alike.
• A proactive, problem-solving approach — resourceful, adaptable, and comfortable managing many priorities at once.
• A growth mindset — a collaborative team player committed to continuous improvement and to making the people around you better.