Senior Manager, Client & Account Services

Who Are We Looking For?

Vestwell is expanding and we’re excited about adding an Senior Enterprise Account Management to our Employer Platform Services team who is passionate about our mission to change the retirement FinTech space. Ideally, you have spent 5-8 years working with advisors, sponsors, record keepers and/or TPAs managing day-to-day service requests, and have experience managing a team.

A key component of Vestwell’s mission to empower retirement savings is to make the process of setting up and running a plan easy and painless. As an Senior Enterprise Account Management, you will play a key role in building a team who supports the sponsors, enterprise partners, and advisors in administering a plan effectively. Your goal will be to coach your team to ensure they are providing exceptional service for our clients across our platform, identify and create resources for your team as needed, and work with our product teams to find efficiencies to service our clients for scalability. You will also play a key role in the strategic development and implementation of the service structure for new Vestwell work streams and product lines, while driving retention and engagement.

The Employer Services Enterprise Senior Account Management is excited about the challenge that a new opportunity can bring and looks for ways to “wow” clients and partners through excellent service delivery. The Senior Enterprise Account Management sets a high standard for quality with their team and fosters a culture of accountability, growth, and continuous improvement. An ideal candidate possesses strong critical thinking and problem solving skills and looks for ways to encourage curiosity, learning, and development to encourage career development within their team.

What Will You Be Doing?

• Managing a team of coordinators, associates, leads, and account managers with a focus on establishing best practices that enable the team to effectively perform their day-to-day responsibilities and deliver on SLAs.
• Work with the implementation and onboarding teams on workflows that provide for a smooth transition of plans after a first successful payroll.
• Be responsible for the satisfaction of high-tiered relationships of enterprise partners, advisors, and sponsors.
• Responsible for running point on client escalations and working with needed parties to de-escalate issues.
• Serve as a subject matter expert on the client's plans and administrative procedures.
• Ensure the team receives continuous training and development.
• Review, maintain, and improve administrative procedures, defining best practices.
• Identify, analyze, and assist in executing process improvements.
• Provide assistance to marketing and sales with the RFP process when requested.
• Manage client expectations to avoid any disconnects with process and timing standards. 
• Manage day-to-day volume associated with incoming tickets and calls by reallocating resources as necessary to ensure all workstreams have sufficient support.
• Ensure collaboration with all internal parties while communicating to the clients. 
• Attend scheduled client conference calls, when required, to provide plan status and health checks.
• Develop performance standards for team members and perform reviews as required; support standards through daily direction, coaching, and counseling.
• Prioritize, research and resolve client questions related to technology, plan operation, compliance and other matters.
• Research complex and sensitive service inquiries while seeing them through to resolution.
• Work collaboratively with the Product team on specific workflows and tooling enhancements that will improve operational and service efficiency.
• Evaluate and make recommendations on improvements to the streamline workflow that will enable scalability through improved operational efficiencies. This goal is continuous and assumes the team is sharing ongoing recommendations on a regular basis.
• Create an environment of empowerment among the team members that puts them in a position to further advance the servicing of our current clients.
• Develop and maintain training resources for the team.
• Reporting on metrics, performance, and team capacity planning to support department initiatives to leadership team.
• Responsible for taking ownership of understanding the company’s strategic partnerships and differentiating workstreams.
• Backlog and blocked item grooming for team; escalating cross-collaboratively with product for resolution.
• Participates and oversees change management of Vestwell current/upcoming products, processes, relationships, and integrations while assessing how they impact the service structure and client experience and advocating to the appropriate stakeholders.
• Drives key KPIs, engagement of clients, retention, and participation in retirement accounts.
• Develops servicing structure for workstreams to ensure that client needs are met while maximizing available onshore and offshore resources, and develops a continuity plan to ensure the client experience is never impacted.
• Drive integration of process improvement initiative into product roadmaps through constant collaboration, building business cases, and relationship building with prod squads and leadership.

Requirements

The Necessities

• 3-5 years defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans. 
• Proven experience managing and leading a team of Account Managers.
• Develop and maintain strong business partnership with financial advisors, Plan Sponsor, and vendors. 
• Bachelor’s degree or equivalent work experience. 
• Strong commitment to superior customer service. 
• Positive and proactive attitude. 
• Proficiency is required with Excel/Google Sheets, Word/Google docs, Adobe Acrobat, and browsing network directories as we are a paperless office. 
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations. 

The Extras

• Knowledge of one or more record keeping systems 
• Series 7, 65, 66 license 
• Qualified 401(k) Administrator (QKA) credential 

This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell's hybrid in-office operation.
The expected base salary range for this position is $100K - $110K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.