Senior Client Relationship Manager - Hybrid (Walnut Creek, CA)

About the role

The Senior Client Relationship Manager plays a crucial role in supporting retirement plan clients, working closely with Plan Advisors and internal specialists to develop and execute relationship strategies. This role requires managing client relationships, providing excellent client service, and collaborating with various teams to ensure timely execution of plan governance and participant engagement activities.

Responsibilities

• Own and manage the client relationship end-to-end as a non-producing relationship manager, serving as the primary point of contact for plan sponsors and provider partners.
• Provide excellent client service that aligns with company values and reputation.
• Partner with the Plan Advisor to build and execute annual service and relationship plans, including governance calendars, deliverables, and client communications.
• Organize fiduciary review meetings, coordinate with provider partners on action items and deliverables, and create agendas, meeting minutes, and follow-up communications.
• Review and prepare quarterly investment and fiduciary reports and support benchmarking and fee analysis activities.
• Update client records and workflows in Salesforce (CRM) and fi360/Toolkit® (investment monitoring system) to ensure accurate documentation and follow-through.
• Research client inquiries regarding plan compliance and operations, proactively leveraging internal resources and escalating appropriately to advisors, specialists, and external partners.
• Work with service partners to provide day-to-day support to plan administrators and participants.
• Oversee plan conversion projects, coordinate implementation timelines, and support provider relationship management.
• Work with internal OneDigital partners on joint client initiatives and bring the right experts to the table to solve client needs.
• Facilitate participant education initiatives and collaborate with lead financial coach(es) assigned (as applicable).
• Support and facilitate year-end compliance processes and plan audits as needed.

Qualifications, Skills and Requirements

• Initiative and a positive can-do mindset, with demonstrated ability to manage multiple client relationships end-to-end in a consultative, non-producing capacity.
• Ability to identify and act on change signals within client organizations to help protect retention and surface growth opportunities in partnership with the Plan Advisor and internal teams.
• Self-directed and resourceful. Proactively identify what needs to be done, locate the right information and partners, and drive issues to resolution with strong attention to detail and follow-through.
• Exceptional interpersonal and relationship management skills, clear communication, and ability to adjust communication style to the audience and setting (including presenting in client and committee meetings).
• Highly organized with strong time and priority management skills, and collaborative within a team environment, including partnering with Plan Advisors, internal specialists, and external service providers.
• Adaptable in a rapidly changing business and technology environment and stay current on industry, regulatory, and business best practices.
• Must acknowledge and adhere to OneDigital’s Code of Ethics.

Qualifications

• Five to 10 years of experience in the financial services industry, with direct experience supporting retirement plan clients (e.g., 401(k), 403(b), and/or non-qual plans).
• Demonstrated experience managing ongoing client service delivery and complex workflows across internal and external stakeholders.
• Strong understanding of capital markets and retirement plan investment vehicles.
• FINRA Series 65 required (or ability to obtain within 3 to 6 months of hire).
• Working knowledge of ERISA and other retirement plan-related regulations (e.g., DOL, IRS).
• Proficiency with Microsoft 365 (Word, Excel, PowerPoint, Teams), SharePoint, Zoom, and Salesforce.
• Professional designations (such as C(k)P, CPFA, AIF) preferred but not required.