Senior Client Relations Manager

Collectors; New Castle (DE); Hybrid; USD 138,824 - 163,322; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Fertility support

Commuter benefits

Educational assistance

Job summary

Collectors is seeking a Senior Client Relations Manager to own the vault's VIP relationships with top collectors and dealers. You will design and launch a formal VIP program and ensure it integrates with our Customer Care workflows.

You will collaborate across Vault Ops, Client Logistics, and Legal/compliance to handle high-value shipments, confidentiality, and premium service standards while expanding high-value business on the platform.

Qualifications

• Experience managing high-value, high-touch client relationships in a relevant field
• Ability to design and launch VIP programs from scratch
• Strong judgment on when to move fast for a client and when to involve partners
• Familiarity with the collectibles market is a plus

Responsibilities

• Own the vault VIP and whale-tier relationships as primary contact and status of items
• Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured
• Partner with Customer Care to fit VIP service into existing workflows
• Assess and respond to non-standard, high-value requests — unusual consignments, pricing questions, or deposits
• Coordinate with Vault Ops and Client Logistics on high-value shipments, white-glove handling, and insurance
• Build outbound growth channels to bring new/high-value collectors to the platform
• Document VIP procedures and align with audit standards across operations
• Escalate incidents with legal/compliance promptly and coordinate resolutions

Skills

High-value client relationships

Cross-functional collaboration

Collections market knowledge

Valuation & high-end logistics

Google Sheets & Docs proficiency

Excellent communication

Tools

Google Sheets

Google Docs

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We are looking for an experienced and relationship-driven Senior Client Relations Manager to join our PSA Vault team. As the Senior Client Relations Manager, you will own the vault's relationship with its most valuable customers — the collectors and dealers whose collections carry significant financial and personal importance.

You’ll be the person these clients call directly, the one who knows the full status of their items at any given moment, and the one who makes sure their experience with the vault feels as premium as the collections they trust us with. Just as importantly, you'll build our VIP program largely from the ground up — designing how we identify, serve, and grow our highest-value relationships, and making sure that program works seamlessly alongside the workflows our core Customer Care team already runs day to day.

You’ll report to the General Manager, PSA Vault and work at our New Castle, DE office. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite.

What You’ll Do

• Own the relationship for the vault's VIP and whale-tier customers, serving as their primary point of contact and the internal source of truth on the status of their items
• Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured
• Partner closely with the Customer Care team to fit VIP service into existing support workflows rather than building a disconnected parallel process
• Assess and respond to non-standard, high-value requests — unusual consignment terms, pricing questions on rare items, and lending-related deposits — where a generic answer won't do
• Coordinate directly with Vault Ops and Client Logistics on high-value shipment handling, including white-glove shipping, security pickups, and insurance coordination for valuable transit
• Build outbound growth channels for the vault — leveraging social media, collecting communities, and existing relationships to bring new and recurring high-value collectors to the platform
• Document recurring VIP procedures and partner with our Process & Standards team to bring them under the same audit standards as our core operations, so exceptional service never comes at the cost of accountability
• Escalate incidents with legal, compliance, or reputational exposure promptly and partner cross-functionally to resolve them

Who You Are

• Experience managing high-value, high-touch client relationships — in collectibles, luxury goods, financial services, or a comparable field where trust and discretion matter as much as responsiveness
• Comfort building a program from scratch rather than inheriting an existing playbook
• Strong judgment on when to move fast for a client and when to loop in the right partner
• A genuine cross-functional collaborator — this role only works well if Customer Care sees it as a partner, not a workaround
• Familiarity with the trading card or broader collectibles market is a plus
• Prior experience with valuation, high-end logistics, or lending-related transactions is a plus
• Strong understanding of Google Sheets, Docs, and similar tools
• Excellent written and verbal communication skills

Salary Range

The salary range for this position is $138,824 - $163,322. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All salaried employees are eligible for flexible time-off
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Candidates must be authorized to work in the United States. #BI-Hybrid #BI-Remote

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We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [e-mail].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail]

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If you are based in California, you can read information for California residents here.