Retirement Relationship Manager

About the role

The Retirement Relationship Manager serves as the primary strategic advisor and relationship lead for an assigned portfolio of retirement plan clients. This role is responsible for deepening client relationships, delivering consultative retirement plan guidance, ensuring operational excellence, and driving overall client satisfaction and retention.

Responsibilities

• Serve as the senior relationship owner and primary point of contact for assigned retirement plan clients and their advisors.
• Build executive-level relationships with key client stakeholders, HR leaders, finance teams, and ownership groups.
• Conduct regular service reviews, stewardship meetings, and strategic planning discussions.
• Deliver proactive recommendations regarding plan design, fees, investments, participant engagement, and operational improvements.
• Ensure high client retention through responsiveness, credibility, and consistent value delivery.
• Manage escalations and complex service matters through resolution.
• Advise clients on retirement plan best practices, regulatory changes, and fiduciary considerations.
• Coordinate benchmarking reviews, fee analysis, and vendor comparisons.
• Partner with internal compliance teams regarding testing, corrections, audits, mergers, acquisitions, and plan terminations.
• Help clients understand and maximize Navia’s bundled service model.
• Identify opportunities to expand relationships through additional services, plan consolidations, and cross-selling Navia solutions.
• Support finalist presentations, referrals, RFP responses, and new business opportunities.
• Manage scope changes, pricing discussions, and profitability of assigned relationships.
• Promote the OneNavia strategy by introducing complementary health and wealth services.
• Cook up internal resources across operations, compliance, participant services, payroll integration, and technology teams.
• Ensure timely completion of deliverables including annual administration, notices, participant communications, and projects.
• Advocate for clients internally while balancing operational efficiency and scalability.
• Maintain accurate CRM and workflow documentation.
• Partner with internal teams to improve participant education, enrollment, and retirement readiness.
• Support client requests for education meetings, re-enrollment campaigns, and communication strategies.
• Help resolve escalated participant matters requiring white-glove service.

Requirements

• 5+ years of experience in retirement plan relationship management, consulting, recordkeeping, or TPA compliance services.
• Strong working knowledge of ERISA, IRS, DOL, fiduciary structures, and defined contribution plan operations.
• Proven success managing high-value client relationships.
• Strong executive presence with excellent verbal and written communication skills.
• Able to manage multiple priorities in a fast-paced environment.
• Strong business acumen with ability to identify growth opportunities.
• Experience with CRM/workflow systems such as Salesforce, PensionPro, Relius, FT Williams, etc.
• ASPPA/NIPA credentials preferred (RPS, QKA, QKC, APA, CPC or equivalent).