Senior Associate, Account Manager

Vestwell•Austin, NY

22h•Hybrid

About The Position

Vestwell is seeking a Senior Associate, Employer Services Account Manager to manage and grow high-value employer client relationships. The role independently manages and retains top ARR clients and pooled plans, serves as a trusted advisor, and provides a seamless, high-quality service experience. It involves handling post-onboarding needs, including plan design changes, year-end testing, education, and ongoing inquiries, while collaborating across teams to resolve complex issues. The role is part of Vestwell’s hybrid in-office operation, based in New York City, Austin, King of Prussia, or Scottsdale. Exceptional candidates may be considered for fully remote work.

Requirements

College degree and/or equivalent customer service experience.
Team mentality and ability to multitask while handling a high volume of incoming inquiries.
Strong time management and organizational skills to ensure timely proactive and reactive communications.
Strong commitment to superior customer service.
Positive and proactive attitude.
Proficiency with Excel or Google Sheets, Word or Google Docs, Adobe Acrobat, and browsing network directories.
Excellent attention to detail and accuracy, with proficiency in numbers and basic calculations.

Nice To Haves

2–4 years of retirement industry experience (preferred).

Responsibilities

Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms.
Address post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries.
Understand clients’ business goals and challenges and identify opportunities to introduce additional Vestwell products and solutions.
Partner with Product, Operations, Legal, and Compliance to resolve complex client issues, escalate when appropriate, and address client needs efficiently.
Conduct proactive outreach to identify service gaps and platform opportunities, and relay client feedback to internal stakeholders.
Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth.
Handle escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary.
Serve as the primary point of contact for inbound client inquiries and communicate clearly, professionally, and empathetically.
Maintain accurate records of client interactions, service tickets, and account updates in internal systems.
Prioritize and manage workload to meet client-facing and internal Service Level expectations while exercising independent judgment.