Senior Client Account Manager

Role Overview

• Develops procedures/standards for communication with assigned clients, which are generally complex or specialized and large, to meet or exceed their operational, administrative, and compliance needs
• Works directly with plan sponsors, plan administrator, advisor/agents and Third-Party Administrator’s (TPA) to assist in managing their inquiries and activities on the Retirement Plan
• Responsible for building and strengthening relationships with client leadership in HR, Benefits, Payroll and Finance as well as TPAs and advisors as applicable
• Grow and maintain operational and retirement plan knowledge to lead consultative administrative and operational calls as well as product and service campaigns
• Will organize, facilitate, and present in meetings with clients (in-person or virtual)
• Uses creative problem solving and effective communication to navigate complex situations with internal/external business partners
• Leverages effective planning and organizing skills to maintain plan oversight and complete service needs for clients
• May provide work direction to more junior team members and partners with other staff as necessary to develop and implement solutions
• Participates in internal activities and initiatives designed to improve the Client Administration/Retirement Plan Services process and ensure a high-quality client experience.
• Helps develop and implement process improvements
• Resolves moderately complex or specialized client issues; conducts research and reporting to resolve these issues
• Escalates highly complex issues to management or senior staff
• Works with internal business partners and clients on adoption of new products, platforms, and services
• Travels and presents at client sales and rebid meetings

Requirements

• Bachelor's degree or the equivalent combination of education and relevant experience
• 5+ years of total relevant work experience
• Client facing experience
• Retirement Plan/ 401(k) knowledge
• Experience interpreting data for annual Non-Discrimination Testing and annual IRS Form 5500, IRS Form 5558 filing and plan audits
• TRAC or OMNI Recordkeeping system knowledge a plus
• Effective presentation skills
• Strong written and verbal communication
• Research and problem-solving skills
• Project Management knowledge a plus

Benefits

• Competitive compensation
• Annual bonus eligibility
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits