• Own the strategic relationship and post-implementation success for Built's most important and complex clients — with full accountability for retention, adoption, and expansion outcomes. • Develop comprehensive client success and account plans based on each client's business objectives, organizational structure, and use case priorities — and execute against those plans with discipline. • Build multi-threaded relationships across client organizations — spanning loan officers, credit teams, operations, technology, and executive leadership — to ensure Built has broad, durable presence at every account. • Monitor adoption metrics and client health indicators with rigor; identify at-risk situations early and intervene strategically before they become escalations or churn risks. • Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery — building the business cases and navigating internal approvals to close growth within existing accounts. • Lead quarterly business reviews with client leadership — presenting ROI analysis, adoption outcomes, and strategic recommendations that reinforce Built's value and advance the partnership. • Informally mentor junior CSM team members — share best practices on strategic account management, client communication, and executive engagement; raise the function's overall standard. • Partner with Product and Implementation to understand client needs, advocate for features that address real market pain points, and ensure client feedback shapes Built's roadmap. • Leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio.

Role Description Build trust, create clarity, and strengthen the Advisor-client experience. The Client Service Associate sits at the center of the Advisor's practice, connecting people, processes, and systems to deliver a seamless client journey. This role is equal parts relationship builder and operational expert, bringing order, confidence, and consistency to every interaction. Location: Remote, supporting Eastern Time Zone What You'll Do - Client Relationship Support - Respond to client questions, resolve issues, and guide them through account updates and portals. - Deliver timely, thoughtful service that builds trust with every interaction. - Represent the firm professionally in all client-facing communications, internally and externally. - Advisor Enablement - Prepare financial documents, meeting materials, and organized information for new and prospective clients. - Schedule meetings and coordinate events that keep the practice running smoothly. - Partner closely with Advisors to translate strategy into execution on a daily basis. - Account Operations & Data Integrity - Open and maintain client accounts across custodial platforms including Schwab, Fidelity, and Pershing. - Ensure Salesforce and internal systems are accurate and consistently up to date. - Manage documentation and records in line with compliance standards. - Administrative & Office Coordination - Draft polished emails and client communications on behalf of the practice. - Support administrative workflows and day-to-day office coordination. - Identify opportunities to improve how the practice operates and bring actionable ideas forward. Qualifications - 3-5 years of client service experience in a professional services environment, preferably wealth management - Hands-on experience with custodial platforms: Schwab, Fidelity, and Pershing - Prior use of eMoney or Orion is a plus - Series 7 and/or Series 65 licenses preferred Requirements - Strong written and verbal communication skills - Superior organization and attention to detail - High standards of accuracy and task follow-through - Proactive, self-starting mindset with the ability to anticipate needs before they surface - Effective time management and ability to prioritize across competing demands - Collaborative relationship builder who takes pride in team outcomes - Commitment to professional ethics and regulatory standards - CRM proficiency required; Salesforce strongly preferred - Microsoft Office Suite - Familiarity with financial planning platforms such as eMoney or Orion - Proficiency with AI tools such as Claude, ChatGPT, or Microsoft Copilot; actively uses them to improve productivity, communication, and workflow efficiency Benefits - Salary: $65,000-$72,000 - Competitive salary + bonus pool - Generous PTO, holidays, and a Charitable Service Day - Health, dental, vision insurance + RFG Advisory stipend - Flexible Spending Account (Health and Dependent Care) + HSA for applicable coverage - 401(k) with Safe Harbor contribution - Paid parental leave, short- and long-term disability, life insurance - Surface Pro + home office setup - Pet Insurance - Continuing education and professional development support

• Serve as the primary point of contact for assigned hospital clients • Build and maintain strong, long-term client relationships • Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for improvement • Respond promptly to client inquiries and resolve issues in a professional and timely manner • Manage the daily activities of Koders on their assigned teams • Ensure productivity and quality standards are maintained • Monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs) • Coordinate with coding managers and quality assurance teams to ensure client expectations are consistently met • Analyze operational reports and communicate trends, risks, and opportunities to internal leadership and clients • Support staffing forecasts and workload balancing to maintain service commitments • Maintain working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology • Understand specialty-specific coding requirements and payer guidelines • Assist clients with coding-related questions and documentation improvement opportunities • Support denial management and coding-related appeals when necessary • Stay current on CMS regulations, coding updates, and compliance requirements • Ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies • Review quality metrics and coordinate corrective action plans when performance issues arise • Prepare and present monthly performance reports to clients and leadership • Track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction • Identify opportunities to improve processes and enhance operational efficiency

• Account management with responsibility for major brands and/or Fortune 1000 companies • Grow the value and long-term value of your assigned accounts • Deliver regular client reviews, status meetings and presentations while also keeping clients up to date on new ICUC products and services • Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams • Support in the set-up and implementation of social media projects as required • Keep Salesforce Opps and Projects up to date and work on proposals and SOWs • Work in partnership with other client agencies – media, creative, PR, etc. • Contribute to new business pitches • Work with senior management to shape ICUC’s strategic offering