Client Services Manager

Sterling Foundation Management, LLC; Reston (VA); On-site; USD 90,000 - 140,000; Full time

Job summary

Sterling Foundation Management, LLC seeks a Family Office Client Services Manager to oversee day-to-day financial administration and personal affairs for a high-net-worth family. You will act as a trusted contact among the client, internal teams, and external advisors, handling cash management, bill payment, reconciliations, and reporting with discretion.

The role emphasizes ownership, problem-solving, and proactive client service in a fast-paced environment, reporting to the Partner/Director of

Qualifications

• Bachelor's degree preferred in accounting, finance, business administration, or related field.
• 3+ years of experience in family office services, private wealth management, trust administration, accounting, or high-net-worth client services.
• Experience working with high-net-worth families and familiarity with personal financial administration, banking, investments and accounting principles.
• Exceptional organizational skills and meticulous attention to detail.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage demanding client relationships with tact and professionalism.

Responsibilities

• Serve as a primary point of contact for the family's day-to-day financial and administrative needs.
• Oversee daily financial administration including cash management, bill payment, reconciliation, and expense tracking.
• Coordinate with banks, investment managers, accountants, attorneys, and other advisors.
• Maintain organized financial records for individuals, trusts, foundations, and family entities.
• Manage multiple projects and deadlines with confidentiality and discretion.
• Communicate effectively to balance client expectations with internal controls.

Skills

Client services experience

Strong communication skills

Organizational excellence

Diplomacy and discretion

Education

Bachelor's degree in accounting, finance, business administration, or related field

Tools

Excel

Outlook

Job description

Position: Family Office Client Services Manager

Reports To: Partner / Director of Family Office Services

Employment Type: Full-Time

Position Overview

We are seeking an experienced, highly organized, and service-oriented Family Office Client Services Manager to oversee the day-to-day financial administration and personal business affairs of a high-net-worth family.

This position requires an individual who thrives in a fast-paced, high-touch service environment and possesses exceptional attention to detail, sound judgment, discretion, and the ability to manage competing priorities.

The ideal candidate will be a proactive problem-solver who can anticipate client needs, navigate complex interpersonal dynamics, and maintain a consistently professional and composed demeanor when faced with demanding expectations, shifting priorities, and time-sensitive requests.

The role requires a strong sense of ownership, accountability, and the ability to serve as a trusted point of contact between the client, internal team members, and outside professional advisors.

Key Responsibilities

Client Relationship Management

• Serve as a primary point of contact for the family's day-to-day financial and administrative needs.
• Develop a thorough understanding of the client's preferences, expectations, communication style, and financial affairs.
• Manage frequent, sometimes urgent, client requests with professionalism, patience, and sound judgment.
• Anticipate client needs and proactively address potential issues before they require escalation.
• Navigate challenging conversations, changing expectations, and sensitive situations with diplomacy and emotional intelligence.
• Maintain composure and professionalism under pressure while ensuring that client requests are appropriately prioritized and resolved.
• Establish realistic expectations, communicate progress clearly, and provide consistent follow-through on outstanding matters.

Financial Administration and Oversight

• Oversee daily financial administration, including cash management, bill payment, account reconciliation, and expense tracking.
• Coordinate with banks, investment managers, accountants, attorneys, and other professional advisors.
• Monitor cash balances, upcoming obligations, and anticipated liquidity requirements.
• Assist with financial reporting, budgeting, and tracking expenditures across multiple entities and accounts.
• Maintain accurate and organized financial records for individuals, trusts, partnerships, foundations, and other family-controlled entities.
• Coordinate tax-related information gathering, documentation, and communication with outside tax professionals.
• Review financial transactions for accuracy, completeness, and appropriate authorization.

Family Office Operations

• Manage multiple simultaneous projects and requests, often with competing deadlines.
• Maintain organized systems for tracking assignments, outstanding items, and follow-up responsibilities.
• Coordinate administrative matters involving personal assets, real estate, insurance, charitable activities, and other family interests.
• Identify opportunities to improve efficiency, streamline processes, and enhance service delivery.
• Work collaboratively with internal accounting, investment, and administrative professionals.
• Ensure that all matters are handled with appropriate confidentiality and discretion.

Communication and Problem Resolution

• Communicate effectively with clients who may have exceptionally high expectations regarding responsiveness, accuracy, and service.
• Exercise independent judgment in resolving routine matters while recognizing when issues require senior management involvement.
• Demonstrate resilience and adaptability when dealing with unexpected requests, criticism, or rapidly changing priorities.
• Maintain accurate records of client instructions, decisions, and follow-up commitments.
• Balance a client-first service philosophy with established internal controls, professional standards, and appropriate boundaries.
• Remain solutions-oriented, even when faced with challenging or emotionally charged interactions.

Qualifications

• Bachelor's degree in accounting, finance, business administration, or a related field preferred.
• 3+ years of experience in family office services, private wealth management, trust administration, accounting, or high-net-worth client services.
• Experience working directly with high-net-worth or ultra-high-net-worth individuals and families strongly preferred.
• Strong understanding of personal financial administration, banking, investments, and general accounting principles.
• Exceptional organizational skills and meticulous attention to detail.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage demanding client relationships with tact, patience, and professionalism.
• High degree of emotional intelligence, resilience, discretion, and personal accountability.
• Ability to work independently, exercise sound judgment, and manage sensitive information.
• Proficiency with Microsoft Excel, Outlook, and financial reporting or accounting systems.

Essential Personal Attributes

Emotional Resilience: Maintains a calm, professional demeanor when faced with criticism, frustration, or demanding client interactions.

Proactive Ownership: Takes responsibility for resolving issues rather than waiting for direction or allowing matters to remain outstanding.

Exceptional Responsiveness: Understands the importance of timely communication, reliable follow-through, and managing client expectations.

Diplomacy and Discretion: Navigates sensitive family dynamics and challenging interpersonal situations without compromising confidentiality or professionalism.

Adaptability: Comfortably adjusts to shifting priorities, unexpected requests, and evolving client expectations.

Attention to Detail: Recognizes that even seemingly minor errors can significantly affect client confidence and trust.

Professional Judgment: Understands when to accommodate a client request, when to seek clarification, and when to elevate an issue.

Measures of Success

• Timely, accurate, and consistent execution of client requests.
• Ability to manage a demanding client relationship while maintaining professionalism and service quality.
• Reduction in the number of routine matters requiring partner-level involvement.
• Proactive identification and resolution of financial and administrative issues.
• Effective coordination among internal staff and external advisors.
• Strong organization, accountability, and follow-through.
• Maintenance of appropriate professional boundaries, internal controls, and confidentiality.

The Ideal Candidate

The successful candidate is someone who takes pride in providing exceptional personal service, remains unflappable under pressure, and derives satisfaction from bringing organization and structure to complex financial affairs.

This individual understands that working with high-net-worth families requires more than technical proficiency. It demands patience, adaptability, emotional maturity, and the ability to build trust with individuals who expect a consistently high level of attention and responsiveness.