About this role
Role Overview
- Leads and develops a frontline client success team. Hires, evaluates, and coaches Client Case Representatives (IC4).
- Owns the team’s daily operating rhythm. Manages workflow, coverage, quality, and service‑level commitments.
- Engages directly with clients. Handles complex or escalated client scenarios and models high‑quality client interactions.
- Serves as the frontline voice of Client Success. Surfaces insights, trends, and improvement opportunities to the M3 Manager.
- Builds strong internal partnerships. Works closely with internal teams to resolve client issues, coordinate handoffs, and ensure compliance with Vanguard policies and regulatory expectations.
- Supports pilots and change adoption.
Requirements
- Minimum of 3+ years related financial services experience; client services experience preferred
- Prior supervisory experience preferred, or demonstrated readiness to lead others
- Undergraduate degree or equivalent combination of training and experience required
- This job requires Series 7 and Series 63 regulatory licenses (e.g. FINRA, state, SFC). Compliance determined licenses and registrations based on role specific requirements and responsibilities.
Benefits
- Health insurance
- Flexible working arrangements