Account Manager - Client Relationships

Account Manager

Louisville, Colorado | Hybrid
Full-Time | Exempt
Salary Range: $65,000–$80,000 annually

Build Relationships. Create Solutions. Make an Impact.

At New Direction Trust Company (NDTCO), we believe exceptional service begins with strong relationships and personal ownership. As a leader in the self-directed IRA industry, we help clients pursue their financial goals by investing in alternative assets—including real estate, private equity, and precious metals—through tax-advantaged retirement accounts.

Our success is driven by our people. We invest in employee development, welcome new ideas, and create opportunities for team members to build meaningful careers. If you are relationship-focused, proactive, and committed to creating an exceptional client experience, we would love to meet you.

About the Role

NDTCO is seeking a confident and relationship-focused Account Manager to serve as a trusted point of contact for an assigned portfolio of clients.

The Account Manager helps clients navigate account needs, transactions, processes, and questions while partnering with internal teams to deliver timely and accurate solutions. This position is responsible for understanding each client relationship, anticipating needs, communicating proactively, and taking ownership of requests from initial contact through resolution.

The successful candidate will be highly organized, comfortable working in a regulated financial-services environment, and committed to following through on every client commitment. They will build trust, identify concerns early, and ensure clients feel supported and informed throughout their relationship with NDTCO.

This position reports to the Client Services Manager.

What You’ll Do

Manage Client Relationships

• Build and maintain strong, trusted relationships with an assigned portfolio of clients.
• Serve as a primary point of contact for account questions, service requests, transactions, and ongoing account needs.
• Develop a thorough understanding of each assigned relationship, including account activity, investments, service expectations, and unique needs.
• Conduct proactive client outreach and relationship check-ins.
• Anticipate client needs and identify opportunities to provide additional education, service, or support.
• Demonstrate professionalism, confidence, empathy, and sound judgment during every client interaction.
• Strengthen client retention by creating a consistent, responsive, and personalized service experience.

Own the Client Experience

• Take ownership of client questions and requests from initial contact through final resolution.
• Provide clear and proactive updates regarding status, requirements, next steps, expected timelines, and potential delays.
• Maintain visibility into open client requests, transactions, commitments, and deadlines.
• Follow up with clients and internal partners to ensure outstanding items continue moving forward.
• Resolve concerns at the appropriate level and escalate issues promptly when additional support or authority is needed.
• Manage sensitive or challenging client conversations calmly, professionally, and with a solutions-focused approach.
• Ensure clients receive accurate information while setting clear and realistic expectations.

Coordinate Across Departments

• Partner with Transactions, Trust, Compliance, AML/KYC, Finance, Onboarding, and other internal teams to address client needs effectively.
• Serve as a client advocate while balancing service expectations with NDTCO policies, procedures, and regulatory responsibilities.
• Facilitate clear handoffs between departments and ensure responsibilities and next steps are understood.
• Gather the information and documentation needed to support timely processing and resolution.
• Identify cross-functional roadblocks and collaborate with the appropriate teams to resolve them.
• Maintain accountability for the overall client experience, even when another department is responsible for completing a specific task.

Educate and Support Clients

• Educate clients on NDTCO processes, documentation requirements, timelines, technology, and available resources.
• Help clients understand how to submit complete and accurate requests.
• Explain operational requirements in clear, client-friendly language.
• Encourage the effective use of NDTCO’s online platform and self-service tools.
• Provide general account and process information without offering investment, legal, or tax advice.
• Direct clients to appropriate external professionals when a request falls outside NDTCO’s role or authority.

Maintain Accurate Records and Manage Risk

• Document client interactions, commitments, account activity, and follow-up items accurately and consistently.
• Maintain complete and current records in NDTCO’s client relationship management and account systems.
• Follow established policies, procedures, service standards, and regulatory requirements.
• Protect confidential client and company information.
• Recognize potential fraud, unusual activity, complaints, compliance concerns, and operational risks.
• Escalate concerns through the appropriate internal channels promptly.
• Support internal reviews, audits, regulatory examinations, and remediation efforts as needed.

Improve the Client Experience

• Identify recurring client questions, concerns, and service pain points.
• Recommend improvements to processes, communications, educational resources, and internal handoffs.
• Monitor assigned client relationships for service trends, unresolved needs, or potential retention risks.
• Participate in projects and initiatives designed to improve client satisfaction and operational efficiency.
• Share client feedback and emerging needs with leadership and internal partners.
• Contribute to a collaborative, accountable, and solutions-focused team culture.
• Complete additional projects and responsibilities based on evolving business needs.

What You Bring

Required Qualifications

• Three or more years of experience in account management, relationship management, client services, financial services, banking, trust operations, retirement services, or a related professional environment.
• Demonstrated experience managing client relationships and taking ownership of complex service needs.
• Strong written and verbal communication skills.
• Ability to communicate complex processes and requirements in a clear, confident, and client-friendly manner.
• Strong organizational, time-management, and follow-through skills.
• Ability to manage multiple clients, requests, deadlines, and priorities without sacrificing accuracy or service.
• Sound judgment and the ability to resolve concerns or escalate them appropriately.
• Strong attention to detail and commitment to complete, accurate documentation.
• Ability to work independently while collaborating effectively across departments.
• Comfort working in a regulated environment with established policies, procedures, and controls.
• Proficiency with Microsoft Office and the ability to learn new systems and technology.

Preferred Qualifications

• Experience with IRAs, self-directed retirement accounts, trust administration, or alternative investments.
• Familiarity with investments such as real estate, private equity, precious metals, or publicly traded securities.
• Experience working with high-value, complex, or relationship-driven client accounts.
• Experience using customer relationship management, workflow-management, trust-accounting, or financial-processing systems.
• Experience handling escalated client concerns or supporting client-retention efforts.
• Bachelor’s degree in business, finance, communications, or a related field; equivalent relevant experience will also be considered.

What Success Looks Like

Success in this role means:

• Clients know who to contact and feel supported throughout their relationship with NDTCO.
• Client requests are acknowledged, documented, and followed through to resolution.
• Clients receive proactive communication and are not left wondering about the status of their requests.
• Commitments, follow-ups, and deadlines are consistently met.
• Internal teams receive complete information and clear communication.
• Potential concerns and retention risks are identified and addressed early.
• Client records are accurate, complete, and current.
• Processes are followed consistently, and concerns are escalated appropriately.
• Client feedback is used to improve service, communication, and internal workflows.

Why NDTCO?

• Collaborative and supportive leadership team
• Opportunity to directly influence the client experience
• Growing company with meaningful career-development opportunities
• Hybrid work environment
• Competitive benefits package, including:
  • Medical, dental, and vision insurance
  • Health Savings Account employer contribution
  • 401(k) with employer match
  • Company profit-sharing program
  • Paid time off and company holidays
  • Professional-development opportunities

At NDTCO, we believe exceptional service starts with exceptional people. If you are passionate about building relationships, solving problems, and creating a client experience grounded in trust and accountability, we would love to connect with you.