Client Service Manager IV Key Accounts

ADP•Salem, NH

14d

About The Position

ADP Retirement Services is seeking a 401(k) Client Service Manager IV to serve as the primary point of contact for a portfolio of retirement plan clients. The role provides consultative support, resolves complex issues, promotes client satisfaction, and supports long-term client retention through proactive service and partnership. The manager supports plan sponsors with plan administration, compliance, legislative and operational matters, and retirement-plan success. The role also involves coordinating issue resolution across internal teams, conducting client-facing discussions and reviews, supporting new-client onboarding and transitions, and identifying service enhancements and retention opportunities. The manager provides guidance and technical support to less experienced associates and contributes to training, continuous improvement, departmental initiatives, and strategic priorities.

Requirements

At least 5 years of experience in retirement services, client relationship management, account management, or a related financial services environment.
Experience supporting 401(k), retirement, or employee benefits plans.
Strong customer service and relationship management skills.
Ability to analyze issues, identify solutions, and communicate effectively with clients and internal partners.
Strong written, verbal, presentation, and interpersonal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Relevant professional experience or military experience may be considered.
A college degree is not required.

Nice To Haves

Knowledge of retirement plan compliance, testing, regulatory requirements, and industry practices.
Experience using Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
Strong presentation and client-facing communication skills.
Experience leading conference calls, client meetings, or training sessions.
Demonstrated ability to build lasting client relationships and influence positive outcomes.
Strong organizational, time-management, and problem-solving skills.
Ability to learn and navigate proprietary systems and technology platforms.
Experience mentoring, coaching, or supporting team development initiatives.

Responsibilities

Serve as the primary point of contact for retirement plan sponsors on day-to-day plan administration and recordkeeping matters.
Build and maintain client relationships through proactive communication and ongoing consultation.
Understand client business needs and identify opportunities to improve their retirement plan experience.
Drive client satisfaction, loyalty, and retention through exceptional service.
Support plan sponsors with retirement plan administration, plan design changes, and operational inquiries.
Communicate compliance testing results and discuss available options when corrective action may be needed.
Assist with year-end activities, including minimum distribution requirements, forfeiture reallocations, Form 5500 preparation support, audit package preparation, and reconciliations.
Monitor retirement plans for compliance with applicable regulations and industry requirements.
Research and resolve complex inquiries related to payroll, finance, compliance testing, recordkeeping, and retirement plan operations.
Manage escalated service issues and coordinate resolution across internal teams.
Communicate status updates and ensure timely follow-up on open issues and projects.
Serve as a subject matter expert on retirement plan products, services, and operational processes.
Conduct proactive outreach about plan performance, participant education, training opportunities, and service enhancements.
Collaborate with internal business partners to support smooth onboarding and transitions for new clients.
Identify retention opportunities and recommend solutions that support client goals and business growth.
Participate in client reviews, conference calls, and other client-facing meetings as needed.
Guide, mentor, and provide technical support to less experienced associates.
Share best practices and serve as a resource for team members.
Support training, coaching, and continuous improvement activities.
Assist leadership with departmental initiatives, projects, and strategic priorities.