Client Relationship Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and convey service delivery strategies for prominent plan sponsors to guarantee an outstanding experience for our top-revenue clients.

• Convert customer goals into team strategies that enhance plan value and alleviate administrative burdens for clients and partners.

• Supervise account manager interactions to ensure prompt, effective communication and suitable negotiation of client priorities.

• Foster cross-functional internal relationships to act as a strategic escalation point for intricate issues across the business portfolio.

• Oversee team caseloads and performance with an emphasis on sustaining high retention rates and anticipating client requirements.

• Address systemic operational challenges to ensure lasting solutions for recurring issues and enhance the overall client experience.

• Ensure adherence to Service Level Agreements (SLAs) to facilitate timely service delivery for critical and sensitive partners.

• Promote operational excellence by refining processes and tools that enable the team to handle escalations and pinpoint growth opportunities.

⛳️ Requirements

• 3+ years of experience in a customer-facing leadership position, with a proven history of managing high-performing teams and resolving complex customer escalations.

• 5+ years of experience in the retirement sector, showcasing a thorough understanding of 401(k)/403(b) plan functions and the retirement product life-cycle.

• Possession of a QKA or QKS designation, or a commitment to initiate the certification process within 30 days of hire.

• Proven ability to lead and mentor a team in a dynamic environment, utilizing internal subject matter experts to resolve issues for critical partners and high-revenue clients.

• Capability to navigate complex tools and resources to achieve results and enhance processes without direct supervision, prioritizing autonomy and customer focus.

• Outstanding organizational and data skills; adept at managing team caseloads, prioritizing competing deadlines, and overseeing multiple high-visibility projects.

• Proficient in communicating with confidence, professionalism, and empathy across all organizational levels, from internal stakeholders to executive-level client partners.

• Ability to maintain composure in high-stress situations while demonstrating empathy for both customers and employees, particularly during critical escalations.

• Exceptional attention to detail and a strong capability for data analysis to identify trends and improve team performance.

🏝️ Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees

• Top-of-the-line health plans, as well as dental and vision insurance

• Competitive time off and parental leave

• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness

• Lyra: Enhanced Mental Health Support for Employees and dependents

• Carrot: Fertility healthcare and family forming benefits

• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt

• Monthly work-from-home stipend; quarterly lifestyle stipend

• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.