Senior Client Relationship Manager

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

📋 Description

• Oversee a diverse portfolio of large and intricate accounts across various business sectors.

• Collaborate with the sales team to explore new business opportunities and engage in finalist selection processes.

• Enhance client satisfaction and retention, boost revenue, and foster relationships with daily administrators and C-level executives.

• Cultivate and sustain relationships with key client decision-makers and plan administrators.

• Formulate strategies to optimize plan operations, pinpoint efficiency improvements, and enhance participant retirement preparedness.

• Collaborate across business lines to meet client expectations effectively.

• Act as a liaison between intermediaries/producers and clients, clarifying uncertainties and ensuring adherence to contractual obligations.

• Engage from the initial RFP response through onboarding and ongoing plan administration activities.

• Oversee and assess client accounts, ensuring timely, precise, and consistent service deliverables.

• Work alongside vendors to investigate and resolve transaction discrepancies and keep clients informed of resolutions.

• Team up with Client Account Managers, Participant Engagement Consultants, and internal teams to fulfill client requirements.

• Advocate for clients and financial professionals by coordinating with various internal Ascensus departments.

• Utilize industry expertise to enhance client satisfaction, retention, and organic growth.

• Comprehend non-standard plan requirements, such as ESOP, 457 governmental, deferred compensation, and 409A plans.

• Keep abreast of partner products, proprietary Ascensus offerings, and operational procedures.

• Ensure compliance with departmental policies and procedures.

• Stay informed about laws, regulations, trends, and issues impacting administrative client service.

• Conduct regular in-person visits to clients based on their size.

• Gather data, monitor communications and escalations, and suggest solutions.

• Identify cross-selling possibilities within current accounts and assist in achieving revenue objectives.

• Take ownership of resolving issues escalated by clients and financial professionals.

• Maintain relationships with clients, attorneys, accountants, and related professionals.

• Build and maintain a network within the retirement industry that leads to sales opportunities.

• Lead or engage in projects that enhance value for existing relationships.

• Safeguard, secure, and appropriately manage confidential Ascensus and client information.

• Assist in managing vendor relationships on behalf of clients and partners.

• Exemplify Ascensus’ core values and service philosophy in everyday actions.

⛳️ Requirements

• Bachelor’s degree in business or a related field, or equivalent professional experience.

• Over 15 years of experience in the retirement industry.

• 7–10 years of direct experience in client relationship management or a comparable combination of education and experience.

• Certification or progress towards certification (ASPPA, CEBS, etc.) in industry-related studies is preferred.

• Capability to work independently while contributing to a highly collaborative team environment.

• Exceptional analytical and problem-solving abilities.

• Detail-oriented with the capacity to deliver high-quality work under tight deadlines.

• Ability to make informed business decisions while balancing client needs with organizational considerations.

• Excellent written and verbal communication skills, including experience with group presentations and executive-level briefings.

• Proficient in coordinating and leading meetings attended by senior-level personnel.

• Proven project management competencies.

• Willingness to travel up to 25% of the time.

• For remote virtual positions, an uninterrupted workspace during business hours and an internet speed of 25 Mbps or better is required.

🏝️ Benefits

• Virtual remote position requiring an uninterrupted workspace during business hours with an internet speed of 25 Mbps or better.

• Access to training courses, ASPPA courses and designations, industry publications, and other external resources.