Senior client relationship manager

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.

Position Summary:

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 to understand the needs of the plan and then develop strategies to improve plan operation, identify areas for efficiency gains and improving retirement readiness for participants.
• Work across business lines to ensure client’s expectations are met throughout the organization which could include non-Qualified, FuturePlan, Government Savins, etc.
• Acts as a liaison between Intermediary/Producer and the client to ensure provision of services by identifying and resolving areas of confusion and ensuring compliance with contractual requirements.
• Participates from the initial RFP response to the onboarding and ongoing administration of the plan. Ensuring what was discussed in the original RFP is what is delivered to the client.
• Manages and monitors client accounts; ensures completion of all client service deliverables in a timely, accurate and consistent manner. Communicates any enhancements of internal systems and/or processes for Plan administration. Works with vendors to investigate and resolve transaction issues, takes required action and notifies client of resolution.
• Consistently demonstrate a superior level of proactive client focus and teamwork by partnering with Client Account Manager (CAM), Participant Engagement Consultant (PEC) and other internal roles to meet the needs of the client.
• Act as an internal advocate for clients and financial professionals by coordinating with internal Ascensus departments.
• Leverage industry knowledge to promote client satisfaction, leading to retention and organic growth.
• Understand non-standard plan requirements normally not considered in Ascensus’ suite of services: ESOP, 457 Governmental, Deferred Compensation plans, 409a, etc.
• Develop and maintain a broad understanding of the various partner products and Ascensus proprietary products and Ascensus operations to further enhance the relationship management function.
• Maintain compliance with departmental policies and procedures to ensure superior service and acceptable audits and examinations.
• Stay abreast of laws, regulations, trends and other issues that may affect the administrative client service dynamics through participation in training courses, ASPPA courses and designations, industry publishing’s and other outside materials.
• Make regular in person client visits, dependent on client size, to optimize relationships.
• Compile data, track communications, escalations and offer solutions to enhance the Ascensus experience by optimizing plan design and promoting product features and services.
• Identify cross-selling opportunities within existing accounts to improve client service and bring additional revenue to Ascensus in order to meet revenue goals.
• 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 to enhance business opportunities.
• Maintain network within retirement industry leading to sales opportunities to the Ascensus Regional Vice Presidents.
• 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 to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Assist in the management of vendor relationships on behalf of clients and partner.

The organizational Core Values of People Matter, Quality First and Integrity Always® and Ascensus’ service philosophy should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

Supervisory Responsibilities (None)

Required Education, Experience and Certificates, Licenses, Registrations

• 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 or equivalent combination of education and experience.
• 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.
• Must be detail oriented and be 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 both 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.

For virtual remote positions, we require an uninterrupted workspace during business hours and an internet work speed of 25 MBps or better. If you are unsure of your internet speed before applying, please check with your service provider.

We are proud to be an Equal Opportunity Employer.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.