Client Relationship Manager, Client Services - Retirement

Ascensus•Remote, Virginia, VA

About The Position

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 relationships with plan accounts and financial advisors, supporting a successful service experience, product enhancements, and plan retention. As a dedicated contact, the manager provides consultative advice and support and coordinates strategies for plan clients and their financial professionals. The position promotes retention through ownership, troubleshooting, and resolution of issues to prevent escalated service concerns. The role also protects confidential data, demonstrates Ascensus’ client-focused philosophy and core values, and builds relationships with client contacts and C-level decision makers. It advocates for clients internally, identifies retention and revenue opportunities, supports education about products and services, analyzes relationship data, and participates in projects that add value to existing relationships. The manager maintains proficiency with partner and proprietary products and with relevant regulatory, financial, accounting, service, operations, and compliance matters.

Requirements

Bachelor’s degree in business or a related field, or equivalent work experience.
At least 5 years of prior experience with direct client or client-equivalent relationships in a financial-services administrative environment.
Ability to work independently and contribute to a highly cohesive team environment.
Excellent analytical and problem-solving skills.
Detail-oriented, with the 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 is preferred.
Certification or progress toward certification in an industry-related studies program, such as ASPPA or CEBS, is preferred.

Responsibilities

Protect, secure, and properly handle confidential Ascensus 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 daily actions.
Provide proactive client focus and teamwork, using industry knowledge to promote 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, coordinating with internal departments as a client advocate.
Review the existing book of business to identify plan-retention opportunities and develop strategies for non-elite advisors.
Cross-sell revenue opportunities and educate financial professionals and plan sponsors about products, processes, and services.
Compile data, track communications and escalations, and offer 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 and Ascensus proprietary products and with regulatory, financial, accounting, service, operations, and compliance aspects of relationship management.