Senior Manager, Enterprise Account Management

Vestwell•Austin, NY

1d•$100,000 - $110,000•Hybrid

About The Position

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech 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 nearly 1.5 Million active savers, with over $30 billion in assets saved across all 50 United States. Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com Vestwell is expanding and we’re excited about adding an Senior Enterprise Account Management to our Employer Platform Services team who is passionate about our mission to change the retirement FinTech space. Ideally, you have spent 5-8 years working with advisors, sponsors, record keepers and/or TPAs managing day-to-day service requests, and have experience managing a team. A key component of Vestwell’s mission to empower retirement savings is to make the process of setting up and running a plan easy and painless. As an Senior Enterprise Account Management, you will play a key role in building a team who supports the sponsors, enterprise partners, and advisors in administering a plan effectively. Your goal will be to coach your team to ensure they are providing exceptional service for our clients across our platform, identify and create resources for your team as needed, and work with our product teams to find efficiencies to service our clients for scalability. You will also play a key role in the strategic development and implementation of the service structure for new Vestwell work streams and product lines, while driving retention and engagement. The Employer Services Enterprise Senior Account Management is excited about the challenge that a new opportunity can bring and looks for ways to “wow” clients and partners through excellent service delivery. The Senior Enterprise Account Management sets a high standard for quality with their team and fosters a culture of accountability, growth, and continuous improvement. An ideal candidate possesses strong critical thinking and problem solving skills and looks for ways to encourage curiosity, learning, and development to encourage career development within their team.

Requirements

3-5 years defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans.
Develop and maintain strong business partnership with financial advisors, Plan Sponsor, and vendors
Bachelor’s degree or equivalent work experience
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

Nice To Haves

Knowledge of one or more record keeping systems
Series 7, 65, 66 license
Qualified 401(k) Administrator (QKA) credential

Responsibilities

Managing a team of coordinators, associates, leads, and account managers with a focus on establishing best practices that enable the team to effectively perform their day-to-day responsibilities and deliver on SLAs
Work with the implementation and onboarding teams on workflows that provide for a smooth transition of plans after a first successful payroll
Be responsible for the satisfaction of high-tiered relationships of enterprise partners, advisors, and sponsors
Responsible for running point on client escalations and working with needed parties to de-escalate issues
Serve as a subject matter expert on the client's plans and administrative procedures
Ensure the team receives continuous training and development
Review, maintain, and improve administrative procedures, defining best practices
Identify, analyze, and assist in executing process improvements
Provide assistance to marketing and sales with the RFP process when requested
Manage client expectations to avoid any disconnects with process and timing standards
Manage day-to-day volume associated with incoming tickets and calls by reallocating resources as necessary to ensure all workstreams have sufficient support
Ensure collaboration with all internal parties while communicating to the clients
Attend scheduled client conference calls, when required, to provide plan status and health checks
Develop performance standards for team members and perform reviews as required; support standards through daily direction, coaching, and counseling
Prioritize, research and resolve client questions related to technology, plan operation, compliance and other matters
Research complex and sensitive service inquiries while seeing them through to resolution
Work collaboratively with the Product team on specific workflows and tooling enhancements that will improve operational and service efficiency
Evaluate and make recommendations on improvements to the streamline workflow that will enable scalability through improved operational efficiencies. This goal is continuous and assumes the team is sharing ongoing recommendations on a regular basis.
Create an environment of empowerment among the team members that puts them in a position to further advance the servicing of our current clients
Develop and maintain training resources for the team
Reporting on metrics, performance, and team capacity planning to support department initiatives to leadership team
Responsible for taking ownership of understanding the company’s strategic partnerships and differentiating workstreams
Backlog and blocked item grooming for team; escalating cross-collaboratively with product for resolution
Participates and oversees change management of Vestwell current/upcoming products, processes, relationships, and integrations while assessing how they impact the service structure and client experience and advocating to the appropriate stakeholders
Drives key KPIs, engagement of clients, retention, and participation in retirement accounts.
Develops servicing structure for workstreams to ensure that client needs are met while maximizing available onshore and offshore resources, and develops a continuity plan to ensure the client experience is never impacted
Drive integration of process improvement initiative into product roadmaps through constant collaboration, building business cases, and relationship building with prod squads and leadership