Senior Client Services Manager

The Client Services Manager is responsible for leading and continuously enhancing the firm’s client service platform, ensuring a consistent, exceptional client experience across all client relationships. This role partners closely with Relationship Managers, Operations, Compliance, and Leadership to drive service excellence, operational scalability, and client retention.

This role leads the firm’s client service function, building the structure, standards, and talent needed to deliver a seamless client experience at scale. They serve as the primary point of contact for the firm’s custodial relationships, own the team’s staffing model, and maintain an active industry peer network to keep Balentine’s service standards and team structures best in class. This role fosters a culture of accountability, collaboration, and ownership that reflects the values of our employee-owned firm.

The success of the role is demonstrated by the ability to complete the following:

• Develop and execute the firm’s client service strategy to deliver a consistently exceptional client experience.
• Establish and monitor client service standards, service-level expectations, and key performance indicators.
• Identify opportunities to enhance the client journey through process improvements, technology adoption, and team development.
• Lead initiatives that improve client satisfaction, retention, and engagement.

• Directly manage members of the Client Service team, setting clear expectations and holding each member accountable to uphold service standards.
• Advocate for the team’s resources, development, and well-being.
• Own the client service staffing model—continually assessing capacity, optimizing team structure and role design, and proactive planning for the firm’s growth.
• Maintain working knowledge of each role on the team, with the ability to step in and perform the work directly when coverage is needed.
• Oversee the onboarding and transition of new and departing client relationships through the Transition Manager, ensuring a seamless, well-coordinated experience.
• Partner with the Client Service team to ensure Relationship Associates and Client Service Associates are trained, process-oriented, and consistently meeting client service and compliance standards.
• Work with the Senior Administrative Associate to ensure administrative support is well-organized, responsive, and aligned to client and team needs.
• Recruit, mentor, and retain a high-performing client service team.
• Steer career development paths and succession plans for client service professionals.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Foster a culture of continuous improvement, accountability, and collaboration.

• Serve as the primary point of contact for the firm’s Fidelity custodial relationship, owning escalations and ensuring custodial service standards are consistently met.
• Lead process improvement and change management for the client service team, guiding the team through the adoption of new workflows, systems, and standards.
• Oversee and continuously improve client service workflows, policies, and procedures.
• Ensure scalability of client service operations as the firm grows.
• Collaborate closely across Operations, Compliance, Technology, and Relationship Management to deliver a unified, seamless client experience.
• Partner with Operations and Technology teams to optimize systems, workflows, and automation opportunities.
• Establish controls and quality assurance processes that mitigate risk while enhancing efficiency.
• Provide regular reporting and recommendations regarding service metrics, operational trends, and client feedback.

• Build and maintain a network of industry peers to stay current on client service best practices, emerging technology, and effective team structures.
• Translate external insights into improvements to the firm’s service standards, staffing models, and operating processes.

• Partner with Relationship Managers to identify opportunities to deepen client relationships and enhance service offerings.
• Support new client onboarding initiatives to ensure a seamless transition and exceptional first impression.
• Participate in prospective client meetings when appropriate to demonstrate the firm’s service capabilities.
• Contribute to client retention and referral generation efforts through exceptional service delivery.

• Promote the values and mindset of an employee-owned organization, encouraging accountability, stewardship, and long-term thinking.
• Champion a client-first culture throughout the organization.
• Lead by example in demonstrating professionalism, integrity, and commitment to service excellence.

• Bachelor’s degree required.
• 7+ years of experience in wealth management, family office, or investment advisory services. Experience in an RIA strongly preferred.
• 3+ years of leadership experience managing client service teams.
• Demonstrated experience building scalable client service processes and teams.
• Strong understanding of wealth management operations, custodial platforms, account administration, and regulatory requirements.
• Experience working with high-net-worth and ultra-high-net-worth clients.
• Proven ability to lead through influence and collaborate across multiple departments.

• The competencies below outline some of the characteristics that are expected to contribute to the success of this position.

• Ability to maintain uncompromising levels of confidentiality.
• Ability to have a positive impact on the people around you.

• Ability to read and connect with people and respond accordingly in varying situations.
• Ability to recognize own and others’ emotions and use them to create positive interactions.

• Ability to manage multiple projects and competing priorities without missing deadlines.
• Ability to self-manage, prioritize, and produce quality work in both individual and team environments.

• Ability to maintain high service standards and problem-solve effectively when faced with new challenges.

• Ability to remain unperturbed by changing priorities and conditions.

Balentine LLC is a boutique wealth management firm with $8B of Assets Under Advisement and growing. Built on integrity and a commitment to provide a fiduciary standard of care, our firm was founded by, and continues to attract, a world-class team of driven and dedicated individuals. At Balentine, everything we do prioritizes our clients and employees. We have assembled an exceptional team that values relationships as well as results and have created an environment where motivated people flourish.

Balentine’s culture reflects a collaborative and diverse workforce driven by excellence and a commitment to lifelong learning. We deeply value our culture, and it is at the core of all that we do.