This is a full-time role at the center of a growing fee-based financial planning practice serving high-net-worth and high-income clients. The Director of Client Experience sits in every client meeting, owns the capture and execution of every action item, and serves as the operational quarterback of our clients’ experience. The advisor thinks, advises, and develops business — the Director of Client Experience ensures nothing falls through the cracks afterward. The right candidate raises the practice's standard of client follow-through and becomes a foundational member of a team building toward an enterprise-level practice.
POSITION AT A GLANCE
- Position Type - Full-Time
- Location - Jacksonville, FL — In-office required
- Reports To - Practice Owner — Joshua P. Carter, CFP
- Compensation - $55,000 – $70,000 base + performance bonus
- Benefits - Retirement plan match, health insurance, PTO, among others
- Start Date - Flexible for the right candidate
ABOUT THE PRACTICE
This is a fee-based, fiduciary financial planning practice serving high-net-worth and high-income clients around the country. The practice provides comprehensive planning that extends well beyond traditional investment management and basic software output — including tax planning, estate coordination, cash and cash flow positioning, total asset allocation, complex insurance solutions, among much more planning services.
The practice has grown 42% and 49% in AUM respectively in each of the past two fiscal years and is building the infrastructure to scale into a multi-advisor enterprise. The lead advisor's vision is to build out a full suite of high-performing, specialized team members that owns execution. This role is foundational to that vision.
CORE RESPONSIBILITIES
Client Meeting Ownership
- Sit in every client and prospect meeting alongside the lead advisor
- Capture comprehensive meeting notes, decisions, and action items in real time
- Document client commitments, advisor recommendations, and next steps with precision
- Present a polished, professional presence appropriate for high-net-worth client engagements
Action Item Execution & Follow-Through
- Translate meeting notes into clear, assigned action items immediately after each meeting
- Assign tasks to the appropriate team member — operations, admin, Home Office services, or outside professionals (CPAs, attorneys, etc.)
- Own all client-facing follow-up communication like document requests and status updates
- Track every open action item to completion and proactively elevate stalled items
Workflow & Case Management
- Open, manage, and monitor every case and workflow in the practice’s system
- Coordinate timing and hand-offs with the operations specialist on account, insurance, and investment execution
- Maintain visibility on every open client matter and provide the advisor with a clear weekly status of all in-progress work
- Identify and eliminate friction points in client experience and internal workflow
CRM & Client Records
- Own CRM data integrity end-to-end — contact records, meeting notes, task assignments, pipeline status, and full client history
- Ensure client interactions are documented in line with compliance requirements
Meeting Preparation
- Prepare comprehensive meeting prep packages for the advisor in advance of every client interaction
- Pull account summaries, prior meeting notes, outstanding action items, and relevant client documents
- Coordinate logistics — scheduling, materials, room setup, and any client-facing collateral
Administrative & Team Support
- Support client events and webinars
- Contribute to building scalable team processes as the practice grows
WHAT THIS ROLE IS NOT
To set clear expectations and protect lane clarity within the team:
- Not a planning role — does not produce planning analysis, build scenarios, or draft recommendations
- Not an advisory role — does not provide advice, make product or service recommendations, or take advisory positions
- Not an operations or trading role — account opening, asset movement, trading, and insurance underwriting are owned by the Director of Planning and Investment Operations
- Not a back-office role — this person is in the room and on the front line of the client experience
IDEAL CANDIDATE PROFILE
Experience & Background
- 3+ years of experience in a financial services, wealth management, or professional services support role
- Direct experience supporting a financial advisor, planner, attorney, or CPA in a client-facing capacity strongly preferred
- Working knowledge of broker-dealer environments, CRM platforms (Redtail, Salesforce, or similar), and financial industry workflows
- College degree preferred but not required if experience is strong
- Series 7, 65, or 66 license a strong plus
Skills & Attributes
- Exceptional organization — nothing ever slips
- Active listener and strong note-taker with the ability to capture nuance, not just surface content
- Polished written and verbal communication — comfortable representing the practice to HNW clients
- Ownership mindset — sees a task through to completion without prompting
- Comfortable working in a fast-moving, high-standards environment where the bar is excellence
- Discreet and trustworthy with sensitive personal and financial information
- Strong project management instincts — can hold dozens of open items in flight and not lose track
Culture Fit
This practice is building toward something significant. The right person for this role is not just looking for a job — they want to be foundational to a growing enterprise, take ownership of the client experience and grow alongside the practice. They take pride in being the person who makes everything run, and they understand that in a fee-based, white-glove practice, the quality of follow-through is what separates the firm from its competitors.
COMPENSATION & GROWTH
Base salary range: $55,000 – $70,000 depending on experience and fit. Performance bonus tied to client experience metrics, workflow throughput, and/or practice growth milestones.
This role has a clear growth path. As the practice scales and additional team members are added, this person can grow into a Chief of Staff or an Associate/Lead Wealth Management Advisor role with expanded scope and compensation. Candidates pursuing industry licensing or designations, like the CFP, are encouraged and supported.
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