Client Relationship Manager

Description

What is VBG:

Veteran Benefits Guide has been proud to serve our nation’s service members for more than 10 years. Founded by a U.S. Marine Corps Veteran, VBG assists Veterans through the challenging VA claims process to efficiently secure their hard-earned benefits. Now operating with more than 250 team members nationwide, VBG has helped over 55,000 Veterans through the VA claims process. The company is dedicated to honoring service and supporting the Veteran community through ongoing advocacy, community partnerships, and meaningful opportunities within its workforce.

Who we’re looking for:

 We are seeking a client relationship manager who believes that relationships are built on trust, service, and results, and who is passionate about turning satisfied customers into proud brand advocates. The ideal candidate excels at strategic communication, leveraging customer success stories, cross-functional collaboration, and identifying opportunities to support marketing and public affairs efforts. Veterans are strongly encouraged to apply, as our client base is all military Veterans.  

Essential functions:

Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.

• Serve as the primary point of contact for assigned clients, building deep, long-term relationships based on trust and value.
• Design and implement processes to turn satisfied, loyal customers into advocates by identifying opportunities for advocacy as a natural result of a positive client relationship. 
• Engage daily with high-value clients and contacts, overseeing day-to-day communications and long-term engagement strategies.
• Build and manage the company advocacy list and engage these clients daily or frequently in support of customer advocacy initiatives, including testimonials, case studies, referrals, reviews, and brand ambassador programs.
• Leverage customer success stories, testimonials, and referrals to attract new business.
• Proactively monitor account health, client satisfaction, and retention indicators.
• Identify satisfied and successful clients through metrics such as Net Promoter Score, renewals, referrals, and feedback.
• Partner with marketing and sales teams to leverage customer stories as social proof across campaigns, events, and content.
• Invite and prepare clients to participate in webinars, conferences, case studies, and industry events to share their positive experiences. 
• Analyze recurring issues to recommend improvements to processes, products, or services.
• Support referral programs that enable clients to easily recommend our solutions.
• Gather and analyze client feedback, surveys, and engagement data to identify trends and opportunities.
• Track and report on client satisfaction, advocacy participation, retention, and growth metrics.
• Contribute insights that help shape customer strategy, product improvements, and service enhancements.

Qualifications or Competencies:

• Demonstrated experience in customer advocacy, customer marketing, or loyalty and referral programs.
• Strong communication skills, comfort with frequent phone-based engagement, and the ability to build trust. 
• Exceptional writing, editing, and storytelling skills with a strong command of AP Style.
• High emotional intelligence, empathy, trustworthiness, and ability to influence with authority.
• Strong analytical and critical-thinking skills with a solution-oriented mindset.
• Excellent time management, attention to detail, and ability to manage competing priorities.
• Experience using advocacy and CRM platforms, e.g., Salesforce and Microsoft Office Suite. 
• Military Veteran status or experience working with military or Veteran-serving organizations is strongly preferred. 

Requirements

Education and previous work experience:

•  Bachelor’s degree in business, marketing, communications, or related field, or equivalent experience.
• 5+ years of proven experience in client relationship management, customer success, account management, or customer-facing roles.

EEO:

Veteran Benefits Guide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.