Plumb, Inc. Defunct

Senior Client Relationship Associate

Location: La Jolla, CA Schedule: Full-Time, 100% Onsite Base Salary: $65,000–$80,000 Target Total Cash Compensation: Approximately $95,000–$120,000+, based on portfolio size and performance

Role Overview

The Senior Client Relationship Associate is an experienced relationship professional responsible for independently owning a larger, more valuable and/or more complex portfolio of Plumb clients.

Senior CRAs operate with greater autonomy, anticipate client needs, handle more difficult situations and develop deeper relationships with clients and their professional advisors.

Like all Plumb client-service professionals, the Senior CRA becomes involved during onboarding, shepherds the relationship through implementation and remains the client's primary relationship owner after onboarding.

The Senior CRA understands Plumb's bill-pay, accounting, reporting and technology services sufficiently to confidently represent Plumb to clients while relying on the appropriate operational teams to execute and manage production.

Key Responsibilities

In addition to the responsibilities of a Client Relationship Associate, the Senior CRA:

• Independently manages a larger and/or more complex client portfolio.
• Serves as primary relationship owner for sophisticated clients and family structures.
• Handles sensitive client conversations and significant service issues with limited supervision.
• Anticipates client needs and potential problems before they become escalations.
• Conducts proactive relationship reviews.
• Develops strong relationships with wealth advisors, CPAs, attorneys and other professional partners.
• Recognizes retention risks early and develops an appropriate response.
• Identifies opportunities to expand relationships where additional Plumb services would benefit the client.
• Assists developing CRAs with difficult client situations.
• Provides feedback regarding recurring client concerns and opportunities to improve Plumb's service model.
• Maintains a strong understanding of the revenue, complexity, health and capacity of their client portfolio.

Performance & Compensation

Senior CRAs have greater incentive opportunity because they are expected to successfully manage more valuable and/or more complex portfolios.

Performance is evaluated primarily through:

• Revenue retention
• Client satisfaction
• Health and value of the client portfolio
• Appropriate portfolio growth
• Handling of complex relationships and escalations
• Successful onboarding
• Professional judgment and independence
• Contribution to the development of other CRAs

Qualifications

• Approximately 4–6+ years of relevant client-facing professional experience.
• Demonstrated ability to independently manage significant client relationships.
• Excellent communication, judgment and problem-solving skills.
• Strong professional presence.
• Ability to interact confidently with sophisticated clients and advisors.
• Demonstrated ability to resolve difficult client issues and manage expectations.
• Strong ownership mentality and proactive communication style.

Experience in wealth management, family office, private client services, accounting or financial administration is preferred.

Career Progression

A high-performing Senior CRA can advance to Lead Client Relationship Associate through consistently strong retention, a healthy and growing book, successful management of more sophisticated relationships and demonstrated ability to mentor others.

About Plumb

Plumb provides bill pay, accounting, reporting, and financial administration services to high-net-worth individuals, families, and their advisors. Our clients entrust us with highly sensitive financial information and important financial responsibilities.

We are building a highly professional, technology-enabled operating organization that combines excellent people, strong controls, modern technology, and exceptional client service.

This position will play an important role in developing and leading our growing onsite operations team in La Jolla.