Senior Associate, Account Manager

Who Are We Looking For?

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.

What Will You Be Doing?

• Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms, addressing post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries.
• Work closely with clients to understand business goals and challenges, identifying opportunities to introduce additional Vestwell products and solutions.
• Partner with internal teams—including Product, Operations, and Legal & Compliance—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 the voice of the client 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 to ensure 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 the ability to multitask while attending to a high volume of incoming inquiries
• Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
• 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

Benefits

• Comprehensive health benefits
• Generous time off
• A dedicated Employee Wellbeing Committee
• A hybrid work model offering flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale
• A competitive 401(k) plan