Client Segment Director I

Description

ABOUT FIRST RATE

At First Rate, we help financial institutions transform complexity into confidence through innovative WealthTech solutions, services, and data insights. Founded in 1991 and headquartered in Arlington, Texas, First Rate serves clients around the world while remaining privately held, entrepreneurially driven, and focused on building long-term relationships.

Our culture is guided by four core values: Love, Give, Serve, and Enjoy. These values shape how we support one another, serve our clients, and invest in our communities. We believe meaningful work and meaningful lives go hand in hand, creating an environment where co-workers can grow professionally, make an impact, and enjoy the journey.

ABOUT THE ROLE

As a Client Segment Director I, you’ll lead an assigned Private Client segment with responsibility for client relationships, team performance, financial results, and operational execution. You’ll coach and develop your team, drive retention and growth, and collaborate across First Rate to deliver an exceptional client experience. This is a great opportunity for a people-focused leader who combines strong business judgment with a passion for service and continuous improvement.

STRATEGIC WORK

• Execute the segment’s strategy and annual business plan in alignment with broader company goals.
• Use client, market, capacity, and operational insights to help shape business planning and priorities.
• Manage the segment’s budget, forecast, revenue, expenses, margins, and resource planning.
• Strengthen client relationships by delivering a consistent, high-quality service experience.
• Identify opportunities to improve client retention, expand relationships, and support business growth.
• Build and develop an accountable, client-focused team with a strong focus on performance and continuity.
• Promote effective risk management, compliance, service quality, and continuous improvement.

TACTICAL WORK

• Monitor financial performance, forecasts, and results, identifying opportunities and taking action when needed.
• Lead client, team, operational, and performance meetings.
• Develop strong relationships with key clients and oversee important touchpoints, including onboarding, renewals, and issue resolution.
• Coach and develop team members through regular feedback, one-on-ones, and development planning.
• Monitor service delivery, team capacity, client satisfaction, retention, and operational performance.
• Participate in prospect, solution, and implementation discussions to support new and expanding client relationships.
• Champion consistent processes and maintain clear, effective operating documentation.
• Collaborate across Product, Technology, Sales, Marketing, Compliance, Corporate Operations, and other teams to deliver results.

BENEFITS & PERKS*

We believe in investing in our co-workers by providing benefits that support health, financial well-being, personal growth, and life outside of work.

Highlights Include

• Medical, dental, and vision coverage available from your date of hire
• Company-funded Health Savings Account (HSA) contributions
• Industry-leading 401(k) match
• Profit sharing opportunities
• Paid parental leave
• Choice Paid Time Off (PTO)
• Company-paid life and disability insurance
• Unique employee perks including charitable giving, retreats, and long-service sabbaticals
• Benefits and eligibility are subject to applicable plan documents and company policies

Requirements

Qualifications:

• 5+ years of experience in client service, operations, financial services, technology, or a related business environment.
• 2+ years of experience leading or supervising a team or holding comparable people-management responsibility.
• Experience with budgeting, forecasting, financial management, and/or P&L analysis.
• Proven ability to build and maintain strong client relationships while managing service expectations and commitments.
• Strong business and financial acumen with the ability to balance client needs, team priorities, growth opportunities, operational performance, and risk.
• Demonstrated leadership skills, including coaching, performance management, and employee development.
• Strong communication, presentation, and relationship-building skills, including the ability to engage effectively with senior-level clients and stakeholders.
• Analytical and solution-oriented mindset with sound judgment and a thoughtful approach to decision-making.
• Ability to collaborate and influence across teams, including Product, Technology, Sales, Marketing, Operations, and Compliance.
• Experience working with CRM, financial, service-management, and reporting tools. Salesforce experience is a plus.