Senior Associate, Account Manager

Vestwell•Austin, TX

19d•$70,000 - $80,000•Hybrid

About The Position

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. We are looking for a dynamic and experienced Account Manager to join our Employer Services team. The Account Manager will be responsible for retaining our top ARR clients & pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will be responsible for supporting incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and supporting multiple cross-functional teams across the organization. In addition, the Account Manager will have the flexibility to jump into other service teams and provide coverage and support as needed. Our mission-driven service teams are often the first point of contact for customers, so we are interested in hiring individuals with a passion for providing memorable client experiences with the ability to make quick and accurate decisions. As a Vestweller, you are a dynamic individual who will work cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues.

Requirements

College degree and/or equivalent customer service experience
2-4 years of retirement industry experience, preferred
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
Strong commitment to superior customer service
Positive and proactive attitude
Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office
Excellent attention to detail and accuracy, proficient with numbers and basic calculations
Highly organized with the ability to manage multiple work streams simultaneously.
Self-starter mentality, you are someone who will dive into whatever challenge is placed in front of you and find creative ways to solve problems.

Responsibilities

Manage and retain relationships with top ARR clients & pooled plans across our platforms, ensuring their post-onboarding needs and inquiries are met and issues are addressed promptly (i.e. plan design changes & conversations, year-end testing, education, day-to-day inquiries).
Work closely with clients to understand their business goals and challenges, and identify opportunities to discuss the addition of other Vestwell platform products.
Collaborate with internal teams to ensure client needs are met and issues are resolved promptly.
Proactive outreaches to clients to understand gaps in service and platform to bring back to product teams, conveying the voice of the client internally.
Provide coverage and support to other service teams as needed, ensuring continuity of service for all clients.
Create processes, playbooks, and resources to streamline account management operations and support team expansion.
Being the friendly, knowledgeable first point of contact for inbound inquiries.
Conducting appropriate and timely follow-ups to ensure the highest level of service.
Communicating in a relatable, humanized way to promote trust and allegiance.
Creating tickets and providing follow-up as required.
Adhering to client-facing and internal Service Level requirements.
Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
Posting interaction within our tooling to document updates to client accounts.