Senior Associate, Account Manager
Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.
About the role
We are looking for a dynamic and experienced Account Manager to join our team. The Account Manager will be responsible for retaining our top ARR clients & pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will support incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and cross-functional teams across the organization. The role offers flexibility to jump into other service teams and provide coverage as needed. Our mission-driven service teams are often the first point of contact for customers, so we seek individuals with a passion for providing memorable client experiences and the ability to make quick, accurate decisions.
Responsibilities
- Independently manage and retain relationships with top ARR clients and pooled plans, addressing post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries.
- Act as a strategic advisor to clients, understanding their business goals and challenges to identify opportunities for additional Vestwell products and solutions.
- Collaborate cross-functionally with Product, Operations, and Legal & Compliance teams to resolve complex client issues, escalate when appropriate, and ensure client needs are met efficiently.
- Conduct proactive outreach to identify service gaps, platform opportunities, and relay client feedback to internal stakeholders.
- Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth.
- Handle escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary.
- Serve as the primary point of contact for inbound client inquiries, communicating clearly, professionally, and empathetically to foster long-term relationships.
- Maintain accurate records of client interactions, service tickets, and account updates in internal systems for transparency, continuity, and audit readiness.
- Prioritize and manage workload effectively, meeting client-facing and internal Service Level expectations while exercising independent judgment.
Requirements
- College degree and/or equivalent customer service experience.
- 2-4 years of retirement industry experience required.
- Team mentality and ability to multitask while handling a high volume of incoming inquiries.
- Strong time management and organizational skills to ensure timely proactive and reactive communications.
- Strong commitment to superior customer service.
- Positive and proactive attitude.
- Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories (paperless office).
- Excellent attention to detail, accuracy, and proficiency with numbers and basic calculations.
This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office as part of Vestwell's hybrid in-office operation. For exceptional candidates, we're open to hiring this role fully remote.
Pay
The expected base salary range for this position is $70,000 - $80,000 per year. This position is eligible to participate in the Company Bonus Pool and receive new hire equity in the Company. Salary bands are based on NY and similar metro areas and may differ based on the hiring location.
Benefits
- Comprehensive health benefits.
- Generous time off.
- Dedicated Employee Wellbeing Committee.
- Hybrid work model with access to collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale.
- Competitive 401(k) plan.