Relationship Manager

Description:

PURPOSE

A Relationship Manager is a visionary leader who nurtures a portfolio of key client and client stakeholder relationships by combining a data-driven approach with an advisory mindset. They act as strategic collaborators who understand firm value, align client needs with the right internal expertise, and drive long-term growth by proactively identifying opportunities. Their focus is on “firm clients,” not “my clients,” always prioritizing team-based service and the firm’s collective success.

REPORTS TO/ ACCOUNTABILITY

Market Leader

KEY SUCCESS FACTORS

• Technical tax and accounting knowledge
• Team management skills including an ability to lead, direct, and coach.
• Client relationship skills.
• General business acumen

RESPONSIBILITIES

Client Interaction:

• Serve as the primary point of contact for clients, maintaining professional and effective communication that transcends traditional boundaries.
• Train clients to be ideal partners, ensuring the right fit and fostering long-term relationships.
• Develop innovative plans to address challenging scenarios, such as clients with low realization, messy processes, or unrealistic expectations.
• Proactively ensure clients are a good fit for the firm, balancing the approach with human, data-driven, and strategic elements.

Client Satisfaction:

• Ensure clients receive maximum satisfaction from services by being authentic and curious.
• Earn client’s trust by deeply understanding their value and prioritizing personal connections through phone, Zoom, or in-person meetings over emails.
• Anticipates and communicates budget issues, identifies opportunities to improve assignment profitability.

Business Development:

• Identify client needs and opportunities to cross-service, adopting a mentality of “what’s next” for clients..
• Create a game plan for the next follow-up conversation and choose and retain the right clients.
• Get involved outside the firm, make meaningful connections, and network extensively.

Project Management:

• Organize and manage client assignments and projects, ensuring the overall success of each project.
• Acts as a strong team player and smart collaborator with billing responsibilities.
• Own accountability but not the client, managing the scope of engagements, capturing time correctly, and billing accordingly.
• Identify the next opportunity, always looking to add value and drive growth.
• Develops and is accountable for client work plans and ensures assigned tasks and responsibilities are achieved.

People Development

• Advises, coaches, and supports team members, including providing consistent recognition and encouragement to team members to increase retention and utilization.
• Supports the partner/s in developing new initiatives to increase retention, meet resourcing needs (including recruitment interviews), utilization, and people development.
• Structures work teams to successfully meet new and existing client expectations and help develop strong client partnerships.
• Shares and transfers knowledge in the team.
• Actively pursues self-development opportunities in line with the competency model.

Requirements:

KEY PERFORMANCE INDICATORS

• Meets assignment objectives (timeframes, budgets, outcomes).
• Client satisfaction.
• Business development results – selling and cross-selling.
• Team satisfaction.

QUALIFICATIONS/SKILLS AND EXPERIENCE AND PERSONAL ATTRIBUTES

• Degree qualification and relevant professional accreditation.
• Business acumen.
• Strong technical knowledge and skills.
• Strong client relationship skills.
• Strong team management skills - the ability to lead, motivate and coach teams of people.
• A strong knowledge of firm products and services in the practice area and a working knowledge of products and services in other practice areas.
• A sound understanding of market trends including opportunities, global and local business initiatives and stakeholder/competitor interests.