Client Relationship Manager, Client Services - Retirement

Ascensus•New York, NY

19h

About The Position

Ascensus is an independent technology and service platform for savings plans, providing products and expertise that help nearly 16 million people save. The Client Relationship Manager works closely with sales, service, and operations partners as the focal point for existing big and elite advisor plan clients and their financial advisors. The role manages plan and advisor relationships, supports a successful service experience, promotes product enhancements and plan retention, and provides consultative advice as a dedicated contact to coordinate strategies for plan clients and financial professionals. It also owns troubleshooting and problem resolution to prevent escalated service issues for assigned accounts. The role is expected to protect confidential Ascensus and client data and demonstrate the organization’s I-Client philosophy and Core Values: People Matter, Quality First, and Integrity Always. The position requires proactive client focus and teamwork, industry knowledge, relationship development, and coordination across internal departments. It also supports retention and organic growth through outreach, education, product and service promotion, analysis, and participation in projects that add value to client relationships.

Requirements

Bachelor’s degree in business or a related field, or equivalent work experience.
At least 5 years of prior experience managing direct client or client-equivalent relationships within a financial services administrative environment.
Ability to work independently and contribute to a highly cohesive team environment.
Excellent analytical and problem-solving skills.
Strong independence in performing work.
Detail orientation and ability to produce high-quality work within tight time constraints.
Ability to make sound business judgments while balancing client needs and organizational considerations.
Excellent written and oral communication skills, including group presentation experience.
Proficiency with Microsoft Office products, including Excel, Word, and PowerPoint.
Ability to coordinate and run meetings attended by senior-level personnel in internal and external environments.
Demonstrated project management skills.
Ability to travel as required.

Nice To Haves

At least 7 years of experience in the retirement services industry or a related field.
Certification, or progress toward certification, in an industry-related study program such as ASPPA or CEBS.

Responsibilities

Protect, secure, and properly handle confidential Ascensus and client data to prevent unauthorized access, improper transmission, or unapproved disclosure.
Demonstrate the I-Client philosophy and the Core Values of People Matter, Quality First, and Integrity Always in day-to-day work.
Provide proactive client focus and contribute to a cohesive team environment.
Use industry knowledge to promote client satisfaction, retention, and organic growth.
Develop strong working relationships with daily client contacts and C-level decision makers for assigned accounts.
Own resolution of issues escalated by clients and financial professionals.
Advocate internally for clients and financial professionals by coordinating with Ascensus departments.
Review the existing book of business to identify retention opportunities and develop strategies for non-elite advisors.
Develop education and communication strategies for assigned accounts.
Identify and cross-sell revenue opportunities, and educate financial professionals and plan sponsors about products, processes, and services.
Compile data, track communications and escalations, and recommend solutions that improve the Ascensus experience, optimize plan design, and promote product features and services.
Lead or participate in projects that create additional value for existing relationships.
Analyze client and financial professional data and conduct outreach, including call campaigns, to strengthen relationships and gain share of wallet.
Maintain proficiency with partner products and Ascensus proprietary products to manage key relationships across platforms.
Maintain proficiency in regulatory, financial, accounting, service, operations, and compliance aspects of relationship management.