[Hiring] Senior Client Relationship Manager @Ascensus

Role Description

The Senior Relationship Manager manages multiple large and complex accounts, some of which may be across multiple business lines. This position partners with sales to formulate strategy on new business opportunities and actively participates in all stages of the finalist process to position Ascensus as the clients’ provider of choice. The Senior RM is expected to drive client satisfaction and retention, increase revenue and establish strong relationships with day-to-day administrators and C-level executives. This role is expected to be a strong team player and partner with the Client Account Manager and Participant Engagement Consultant to understand the needs of the plan and to provide proactive consultative service to meet those needs.

Job Functions, Essential Duties and Responsibilities

• Develop and maintain relationships with C-level decision makers and day-to-day plan administrators for assigned accounts.
• Work across business lines to ensure client’s expectations are met throughout the organization.
• Act as a liaison between Intermediary/Producer and the client to ensure provision of services.
• Participate from the initial RFP response to the onboarding and ongoing administration of the plan.
• Manage and monitor client accounts; ensure completion of all client service deliverables in a timely, accurate and consistent manner.
• Consistently demonstrate a superior level of proactive client focus and teamwork.
• Act as an internal advocate for clients and financial professionals.
• Leverage industry knowledge to promote client satisfaction.
• Understand non-standard plan requirements normally not considered in Ascensus’ suite of services.
• Develop and maintain a broad understanding of various partner products and Ascensus proprietary products.
• Maintain compliance with departmental policies and procedures.
• Stay abreast of laws, regulations, trends and other issues affecting administrative client service dynamics.
• Make regular in-person client visits to optimize relationships.
• Compile data, track communications, escalations and offer solutions to enhance the Ascensus experience.
• Identify cross-selling opportunities within existing accounts.
• Provide ownership for the resolution of issues escalated by clients and financial professionals.
• Maintain good working relationships with clients, attorneys, accountants, and other related professionals.
• Maintain network within retirement industry leading to sales opportunities.
• Lead and/or participate in projects that create additional value for existing relationships.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus.
• Assist in the management of vendor relationships on behalf of clients.
• Demonstrate organizational Core Values of People Matter, Quality First and Integrity Always®.

Qualifications

• Bachelor’s degree in business or related fields, or equivalent work experience.
• 15+ years of retirement industry experience with 7-10 years direct experience in client relationship management.
• Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred.
• Ability to work independently as required, but also work within and contribute to maintaining a highly cohesive team environment.
• Excellent analytical and problem-solving skills.
• Detail oriented and able to produce high-quality work within tight time constraints.
• Ability to make sound business judgments while effectively balancing client needs and organizational considerations.
• Excellent written and oral communication skills, including group presentation experience and executive level presentations.
• Ability to coordinate and run meetings attended by senior-level personnel in both internal and external environments.
• Demonstrated project management skills.
• Travel for this position is required up to 25% of the time.

Requirements

• For virtual remote positions, an uninterrupted workspace during business hours and an internet work speed of 25 MBps or better is required.

Company Description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.