Client Experience & Service Operations Manager

Client Experience & Service Operations Manager

(Client Experience Lead – Bookings, Service, & Events)

Location: Austin, TX

Compensation: $65,000-$80,000 Annual Base Salary + Performance Based Commissions

About Skyline Wealth Strategies

Skyline Wealth Strategies is a client first wealth management platform specializing in its personalized approach to serving high net worth and multigenerational families. Skyline operates using a private family office mindset, delivering impeccable assistance and disciplined execution fostering lifetime relationships.

Skyline strives to build scalable systems, supporting organic growth and future growth opportunities. Ideal candidate will maintain Skyline’s excellence in client experience and operational rigor.

Role Overview

The Client Experience & Service Operations Manager is the client facing, logistical, and hospitality engine of Skyline Wealth Strategies.

This role owns the booking calendar, client service flow, and continuity of lifetime relationships. It is a leadership position with direct impact on client satisfaction, retention, and revenue conversion.

This role works in tandem with advisors and leadership, with systems and processes designed to scale with firm growth.

Compensation & Incentives

• Salaried Position
• Performance Based Commissions (Details Shared During Interview Process)

Core Responsibilities

Bookings Function

• Point of contact for appointment only family office environment
• Manage appointment workflows including confirmations, agendas, and materials preparation for multiple advisors, meeting types, and rooms
• Work directly within Zoho CRM and other relevant software
• Maintain discretion, timeliness, and precision

Lifetime Service Initiative

• Manage Skyline's Lifetime Service Program
• Conduct quarterly client check-ins
• Coordinate annual client continuity and planning review
• Support ad-hoc client relations initiatives
• Identify and document client needs for advisors

Client Servicing

• Serve as Skyline's central hub for client service requests
• Service ticketing across various product lines
• Timely client solution resolution, tracking, and updating
• Maintain detailed records within Zoho CRM

New Business Support

• Advisor support on annuity, life insurance, and alternative investment processing
• Coordination with insurance carriers, FMOs, 3rd party financial custodians, and internal Skyline team
• Tracking and reporting throughout the closing process

Client Hosting

• Serve as the first point of contact and the face of Skyline hospitality
• Welcoming and guiding in-office clients
• Build rapport with new and existing client base
• Manage client appreciation programs

Event Coordination

• Manage event screening process, RSVPs, and confirmations
• Support upwards of three client events per month
• Serve as event host and build relationships with prospective clients

Required Experience and Qualifications

• Minimum 5 years in a premium professional environment (required)
• Experience in wealth management, insurance, medical office, or hospitality (required)
• Hands on experience with annuities and life insurance processing (preferred)
• CRM and systems proficiency (Zoho preferred)
• Strong organizational, communication, and execution skills
• Professional demeanor with high net worth clients

Success Goals

• High degree of meeting confirmation accuracy
• Timeliness of service ticketing resolution
• Positive client feedback
• Seamless advisor meeting preparation

Work Model and Expectations

• Full-Time, In-Office
• Flexibility on workday and/or evening client events
• Growth oriented, career mindset
• High standard of professionalism

Benefits and Perks

• Base salary with commission eligibility
• Health, dental, and vision insurance
• 401(k)
• PTO

Skyline Wealth Strategies is an equal opportunity employer.

We are committed to building a culture of respect, excellence, and client first service.