Client Experience Relationship Manager (MS)The Client Experience Relationship Manager supports the delivery of high-quality, consistent experience for Managed Services clients. Aligned to a specific service line, this role combines subject matter understanding with client-facing responsibility. The Relationship Manager works closely with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively, client needs are understood, and opportunities for improvement or expansion are identified.
This role sits at the intersection of client, delivery, and product, and requires both strong relationship skills and operational awareness.What you'll do:Client Experience & Relationship SupportBuild and maintain strong working relationships with client stakeholdersServe as a day-to-day point of contact for assigned clients within your service lineEnsure clear, consistent communication on deliverables, timelines, and expectationsOnboarding & Continuity SupportSupport onboarding of new clients, ensuring a smooth transition into deliveryHelp align client expectations with how services are deliveredEnsure continuity of experience as services evolveDelivery AlignmentWork closely with analysts and delivery teams to ensure client needs are understood and metTranslate client feedback into actionable inputs for delivery teamsIdentify and escalate issues that may impact client experienceService Line ExpertiseDevelop strong understanding of your assigned service line, including offerings, delivery model, and key value driversAct as a bridge between client needs and service line capabilitiesGrowth & Opportunity IdentificationIdentify opportunities to expand services based on client needs and gapsPartner with Client Experience Director and commercial teams to shape and support expansion opportunitiesContinuous ImprovementIdentify patterns, issues, or inefficiencies impacting client experienceContribute to improvements in how services are delivered and communicatedTo qualify for the role, you must have:Bachelor's degreeMinimum of 4 years of experience in client service, consulting, account management, or delivery rolesProven track record of managing large strategic accountsSkills and attributes for success:Experience working in a services or delivery-based environmentStrong communication and relationship-building skillsAbility to understand and explain complex services or solutionsStrong organizational skills and attention to detailAbility to work across teams and manage competing prioritiesCommercial awareness and ability to identify client needs and opportunitiesComfort operating in a fast-paced, evolving environmentIdeally, you'll also have:Experience in one or more relevant service lines (Anti-Money Laundering, Code of Ethics, Communications Surveillance, Marketing Review, Regulatory Filings, Research Compliance Solutions)Exposure to Managed Services or similar delivery modelsExperience working with enterprise or complex clientsWhat working at ACA offers:We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes an annual discretionary bonus, pension, private medical insurance, group life insurance, group income protection, subsidized corporate gym membership, season ticket loan, employee assistance programme, and more. Our time off options include up to 26 days of annual holiday allowance and statutory bank holidays, as well as days off for your work anniversary, career development, and volunteering.About ACA:ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services.
We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.Salary Range: $90 - 130K