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
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Technical tax and accounting knowledge
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Team management skills including an ability to lead, direct, and coach.
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Client relationship skills.
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General business acumen
RESPONSIBILITIES
Client Interaction:
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Serve as the primary point of contact for clients, maintaining professional and effective communication that transcends traditional boundaries.
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Train clients to be ideal partners, ensuring the right fit and fostering long-term relationships.
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Develop innovative plans to address challenging scenarios, such as clients with low realization, messy processes, or unrealistic expectations.
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Proactively ensure clients are a good fit for the firm, balancing the approach with human, data-driven, and strategic elements.
Client Satisfaction:
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Ensure clients receive maximum satisfaction from services by being authentic and curious.
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Earn client’s trust by deeply understanding their value and prioritizing personal connections through phone, Zoom, or in-person meetings over emails.
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Anticipates and communicates budget issues, identifies opportunities to improve assignment profitability.
Business Development:
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Identify client needs and opportunities to cross-service, adopting a mentality of “what’s next” for clients..
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Create a game plan for the next follow-up conversation and choose and retain the right clients.
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Get involved outside the firm, make meaningful connections, and network extensively.
Project Management:
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Organize and manage client assignments and projects, ensuring the overall success of each project.
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Acts as a strong team player and smart collaborator with billing responsibilities.
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Own accountability but not the client, managing the scope of engagements, capturing time correctly, and billing accordingly.
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Identify the next opportunity, always looking to add value and drive growth.
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Develops and is accountable for client work plans and ensures assigned tasks and responsibilities are achieved.
People Development
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Advises, coaches, and supports team members, including providing consistent recognition and encouragement to team members to increase retention and utilization.
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Supports the partner/s in developing new initiatives to increase retention, meet resourcing needs (including recruitment interviews), utilization, and people development.
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Structures work teams to successfully meet new and existing client expectations and help develop strong client partnerships.
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Shares and transfers knowledge in the team.
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Actively pursues self-development opportunities in line with the competency model.
Requirements:
KEY PERFORMANCE INDICATORS
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Meets assignment objectives (timeframes, budgets, outcomes).
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Client satisfaction.
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Business development results – selling and cross-selling.
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Team satisfaction.
QUALIFICATIONS/SKILLS AND EXPERIENCE AND PERSONAL ATTRIBUTES
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Degree qualification and relevant professional accreditation.
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Business acumen.
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Strong technical knowledge and skills.
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Strong client relationship skills.
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Strong team management skills - the ability to lead, motivate and coach teams of people.
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A strong knowledge of firm products and services in the practice area and a working knowledge of products and services in other practice areas.
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A sound understanding of market trends including opportunities, global and local business initiatives and stakeholder/competitor interests.
