Client Success Manager I
RemoteUnited States
Job Summary
Oversee client success activities for 125+ retirement plans by serving as the primary contact for clients and advisors, ensuring satisfaction and retention of their book of business. Monitor project deadlines, track status using PensionPro, and facilitate communication between clients and internal teams regarding year-end data collection, 5330 filings, and regulatory updates. Lead annual client reviews, manage escalations, and collaborate with Retirement Plan Consultants to verify project launches and task handoffs. Identify high-risk clients to mitigate potential losses and contribute to refining Client Success Manager processes and best practices.
Required Qualifications
- High School Diploma or GED
- Bachelor's degree preferred
- Minimum of 3 years of experience in the retirement plan administration industry
- Broad knowledge of the retirement plan industry
- Willingness to obtain ASPPA QKA/QKS designation or NIPA equivalent within 1 year of hire
- Minimum of 3 years' experience in a client facing customer support role
- Ability to build rapport with others remotely while working productively with limited in-person interaction
- Access to a reliable and consistently strong, high-speed internet connection suitable for remote work
- Designate a quiet, and well-lit space free of as many distractions as possible
- Be online and available to work during designated business hours in local time zone
- Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications
- Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint
- Strong organizational and project management skills
- Excellent written and verbal communication and client service abilities
- Proficiency with PensionPro or similar TPA management software
- Demonstrates ability to work collaboratively across teams and adapt to evolving processes
- Strong time-management skills to meet deadlines and maintain project timelines
- Demonstrates exceptional attention to detail and highly developed organizational skills
- Possesses strong analytical skills to assess situations, identify effective solutions, and reconcile discrepancies
Desired Qualifications
- Bachelor's degree preferred
- Familiarity with Microsoft Teams is a plus
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