Director of Client Services & Senior Advisor
Listed on 2025-12-07
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Management
Business Management, Client Relationship Manager
Director of Client Services & Senior Advisor
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Base pay range$/yr - $/yr
Position: Director of Client Services & Senior Advisor
Department: Client Services
Reporting to: President & General Counsel
FLSA Status: Exempt
Location: Denver or Bentonville; periodic travel to households and other WEI offices
About the Position
The Director of Client Services & Senior Advisor is a player–coach who leads WEI’s Client Services Advisors (CSAs) while personally serving as the senior advisor for one assigned household. In partnership with the President & General Counsel, the Director ensures the client experience is elevated, consistent, and aligned to WEI’s service model.
This role blends team leadership (people, process, and performance) with hands‑on client relationship management. The Director will set direction with the President, translate strategy into execution, and steward day‑to‑day operations—meeting facilitation, capacity planning, and quality assurance—while modeling the CSA craft for the team.
Scope note:
The President serves as the executive sponsor of the Client Services function and will share oversight and accountability for household relationships with the Director. The Director acts as the day‑to‑day leader and force‑multiplier, collaborating with the President to develop strategy, engaging in thought partnership with the President on important service and household matters, implementing strategy, coaching CSAs, and ensuring delivery quality.
- Hybrid work with periodic travel to households and WEI offices; some after‑hours availability to support urgent client needs.
- Strict confidentiality and discretion expected; handle sensitive information with care in accordance with WEI policies.
What you will do
Responsibilities
- Lead and coach the CSA team; model best‑in‑class client service for one assigned household.
- Run the operating rhythm (weekly standups, monthly reviews, quarterly/annual planning); maintain agendas, pre‑reads, and decision/action logs.
- Set work quality expectations; review key deliverables for clarity, completeness, and audience‑right communication; drive continuous improvement.
- Manage capacity and workflow allocation; coordinate coverage and surge support; escalate constraints to the President early.
- Administer team operations: approve PTO, review/approve expenses and time entries, and coordinate with Finance on budget tracking.
- Recruit, onboard, and develop CSAs; maintain role descriptions, interview guides, and training plans.
Strategy & Partnership with the President
- Partner with the President to set Client Services strategy, goals, and service standards; contribute to annual planning, budget, and headcount proposals.
- Translate strategic decisions into pragmatic implementation plans (process, templates, tooling) and lead change management with the team.
- Align Client Services with internal shared services (Accounting/Finance/FP&A, Technology, HR, Communications, Legal/Risk, Real Estate, Security, Tax/Wealth Planning) and with external advisors.
Senior Client Service Advisor (Assigned Household)
- Serve as the primary relationship manager for one household, delivering a curated and highly personal client experience.
- Provide thoughtful planning and advice for the household using personal expertise and the others’ expertise.
- Proactively surface planning opportunities and coordinate the right internal/external experts; manage vendor selection, onboarding, and performance as appropriate.
- Own the household workplan; ensure milestones, deliverables, and decision rights are clear and on time.
- Establish and run household cadences; produce executive‑ready materials that synthesize complex topics; tailor the “last mile” for audience and context.
Cross‑Household Support & Governance
- Provide targeted support to other households through their CSAs, with heavy support from the…
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