Job Description
Senior Client Success Manager-Remote
Position Title: Senior Client Success Manager
*Remote
Position Overview:
Our client is seeking a Senior Client Success Manager to serve as the primary relationship manager for a dedicated portfolio of retirement plan clients. This role focuses on maintaining strong client relationships, delivering exceptional service, and ensuring retirement plan administration and consulting services are delivered accurately and on time.
The position combines relationship management, retirement plan consulting, and operational coordination. The Senior Client Success Manager collaborates closely with internal teams responsible for administration, document preparation, and participant services while providing strategic guidance to plan sponsors and partners. The ideal candidate will have strong retirement plan experience, excellent communication skills, and a passion for helping clients navigate complex retirement plan matters.
Key Responsibilities:
- Serve as the primary relationship and service contact for a dedicated book of retirement plan clients.
- Build and maintain strong relationships with plan sponsors and associated partners.
- Collaborate with internal teams to ensure timely and accurate delivery of retirement plan services including annual administration, plan document updates, and loan and distribution processing.
- Communicate with clients, participants, and partners to provide proactive support and issue resolution.
- Consult with clients regarding retirement plan operations, plan design, technology platforms, and compliance matters.
- Research and prioritize client questions while providing clear and effective solutions.
- Develop specialized knowledge in areas such as audited plans, defined benefit plans, cross-tested plans, or other retirement plan specialties.
- Track and achieve revenue and client satisfaction metrics including Net Promoter Score (NPS) targets.
- Informally mentor and support team members by sharing technical knowledge and best practices.
- Participate in company initiatives designed to improve internal operations, client retention, and service quality.
- Maintain continuing education requirements and expand professional knowledge of retirement plan regulations and best practices.
- Assist with special projects and other initiatives as assigned.
Qualifications & Experience:
- Minimum of 5 years of experience in retirement plan administration or relationship management within a TPA environment.
- Strong background in retirement plan testing and compliance work, even if testing is not a primary responsibility in the role.
- ASPPA QKA designation or equivalent NIPA credential preferred, with company support available for obtaining certifications.
- Strong understanding of ERISA, the Internal Revenue Code, and retirement plan regulatory requirements.
- Proficiency with Microsoft Office 365 and Adobe Acrobat.
- Ability to learn and adapt quickly to new technology platforms and systems.
- Experience with systems such as ASC, DGEM, FTWilliam, or PensionPro preferred but not required.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Excellent written and verbal communication skills with the ability to simplify complex retirement plan concepts.
- Willingness to work additional hours during peak periods when necessary.
Benefits:
- Comprehensive health, dental, and vision insurance with the employer covering 100% of the employee premium for the middle-tier medical plan.
- Generous paid time off including more than three weeks of PTO, paid volunteer hours, and approximately 8–9 paid holidays annually.
- 401(k) retirement plan with safe harbor employer matching contributions up to 4% after three months of service.
- Continuing education reimbursement and support for conferences and professional memberships.
- Flexible work arrangements including fully remote or hybrid options.
- Company-provided equipment including laptop, dual monitors, docking station, webcam, and communication tools.
- Collaborative team culture focused on excellence, accountability, communication, and continuous improvement.
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