Senior Associate, Account Manager

Who Are We Looking For?

We are looking for a dynamic and experienced Account Manager to join our Employer Services 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?

• Manage and retain relationships with top ARR clients & pooled plans across our platforms, ensuring their post-onboarding needs and inquiries are met and issues are addressed promptly (i.e. plan design changes & conversations, year-end testing, education, day-to-day inquiries).
• Work closely with clients to understand their business goals and challenges, and identify opportunities to discuss the addition of other Vestwell platform products.
• Collaborate with internal teams to ensure client needs are met and issues are resolved promptly.
• Proactive outreaches to clients to understand gaps in service and platform to bring back to product teams, conveying the voice of the client internally.
• Create processes, playbooks, and resources to streamline account management operations and support team expansion.
• Being the friendly, knowledgeable first point of contact for inbound inquiries. Conducting appropriate and timely follow-ups to ensure the highest level of service. Communicating in a relatable, humanized way to promote trust and allegiance.
• Create tickets and provide follow-up as required.
• Adhere to client-facing and internal Service Level requirements.
• Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalate to our Legal and Compliance Team when needed.
• Posting interaction within our tooling to document updates to client accounts.

Requirements

• Necessities:
• College degree and/or equivalent customer service experience
• 2-4 years of retirement industry experience, preferred
• 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
• Highly organized with the ability to manage multiple work streams simultaneously
• Self-starter mentality, you are someone who will dive into whatever challenge is placed in front of you and find creative ways to solve problems