Manager, Mid-Market Relationship Management

📋 Description

• Oversees a team of Mid-market CRMs by establishing clear expectations, fostering a client-centric culture, and ensuring consistent implementation of service strategies.

• Mentors team members on key behaviors (consultative leadership, proactive issue resolution, and disciplined follow-through) through one-on-one meetings, pipeline and portfolio reviews, and observations of calls and meetings.

• Responsible for hiring, onboarding, and developing talent; creating development plans and succession coverage; recognizing achievements and addressing performance shortfalls.

• Enhances engagement and retention by maintaining manageable workloads, setting clear priorities, and cultivating a supportive and inclusive team atmosphere.

• Holds accountability for retention outcomes across the team’s portfolio by establishing retention processes (risk identification, save plans, competitive insights, and executive alignment) and ensuring CRMs adhere to these practices.

• Provides guidance on escalations, service recovery, and intricate client scenarios; collaborates with Legal, Pricing, Underwriting, Operations, and Sales to align on strategic approaches.

• Manages RFIs/RFPs/benchmarking activities for at-risk and strategic clients, ensuring quality, timeliness, and alignment to the value proposition.

• Directs and approves renewal/pricing and contract negotiation strategies, including appropriate Service Level Agreements.

• Sets standards for account planning, meeting strategies, and consultative delivery; ensures each CRM develops trust-based relationships with key stakeholders (Senior Executives, Treasury, HR/Benefits, Advisors, and TPAs).

• Analyzes plan data, industry trends, and client goals to ensure strategic recommendations on plan design, product adoption, and participant engagement are consistently provided.

• Leads and coordinates cross-functional partners to implement service and strategic initiatives; monitors outcomes against agreed metrics and promotes continuous improvement.

⛳️ Requirements

• Over 10 years of experience in client service relationship management for defined contribution plans, including more than 2 years in a leadership role (direct leadership preferred).

• Required industry certifications and FINRA series 6 or 7 and 63, 24 or 26 licensing.

• In-depth knowledge of retirement plans (both corporate and tax-exempt) along with a strong investment background.

• Proven ability to lead, coach, and retain high-performing teams; experienced in building talent pipelines and development plans.

• Possesses strong executive presence with outstanding interpersonal, presentation, and negotiation skills.

• Excellent verbal and written communication abilities.

• Bachelor’s Degree or equivalent is required.

• Willingness to travel 25 – 40% of the time; locations are nation-wide.

🏝️ Benefits

• Health, dental, vision, and life insurance plans.

• 401(k) Savings plan with generous company matching contributions (up to 6%).

• Voya Retirement Plan, an employer-paid cash balance retirement plan (4%).

• Tuition reimbursement of up to $5,250 per year.

• Paid time off, which includes 20 days of paid time off, nine paid company holidays, and a flexible Diversity Celebration Day.

• Paid volunteer time of 40 hours per calendar year.