Account Manager - Client Success Fully Remote

While this position is fully remote, we are only registered and can proceed with qualified candidates who reside and will work in one of the following states: AL, AZ, FL, GA, IL, MI, MS, NJ, NC, OH, OK, TN, TX. No exceptions. No relocation assistance is available.

Must be eligible to work in the US without employment sponsorship.

Job Title: Account Manager, Client Success

Department: Client Success FLSA Status: Exempt Job Status: FT

Reports To: Client Success Manager Positions Supervised: N/A

Work Schedule: Monday – Friday, Shift Varies between 8:00 AM – 8:00 PM EST

POSITION SUMMARY

The Account Manager, Client Success is responsible for developing customer relationships that promote retention and loyalty within Slavic401k’s mid and large market retirement plans. The Account Manager is responsible for partnering with the assigned Retirement Plan Advisor to transition customers to Client Success. This role will act as the primary liaison for the service side of the client relationship including responsibility for relationship management and service delivery for up to 15-20 mid and/or large market clients. The Account Manager will work towards ensuring customers are satisfied with services provided, promptly handling customer requests, and improving any areas of dissatisfaction. This position requires the ability to work with and cater to various personality types and comfortability conversing with business representatives.

ESSENTIAL FUNCTIONS

• Provide concierge-level customer service support to a designated client list of up to 15-20 mid and large market professional employer organizations (PEOs), payroll companies, and worksites. Number of worksites supported will be determined based on Account Manager capacity.
• With support, build and maintain strong relationships with a focus on client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
• Demonstrate a consultative approach towards assigned clients by acting as the primary point of contact for information and resources related to servicing of their retirement plans.
• Act as the liaison between clients and internal departments to facilitate successful resolution of client issues and to relay customer feedback. This includes taking ownership of escalated calls and communications from PEOs, payroll companies, and worksites.
• Demonstrate a proactive approach by providing clients with available resources for better plan tracking and plan management as well as education on organizational or regulatory updates.
• Host weekly or biweekly meetings with clients and/or the worksite 401(k) representative to discuss upcoming plan changes, plan amendments, disclosures, etc.
• Develop customized reporting based on client need.
• Contribute to the development, updating, and enhancement of client facing materials associated with presentations, communications, and administration of plans.
• Ensure client satisfaction, improve client promoter scores, and proactively solicit feedback to drive process improvement.
• Conduct research on plan designs, 401(k) rules, and 401(k) regulations in order to communicate the nuances, restrictions, and other pertinent information to the clients.
• Upon request, conduct demos for potential clients using the PEO, Employer, and Participant portals.
• With minimal support, prepare plan amendments pertaining to entry dates, eligibility, and/or vesting schedules, as requested.
• Remain diligent and adaptable in an industry with continuously evolving rules and regulations including, but not limited to questions regarding ERISA, compliance, plan design, plan enrollment, and plan changes.
• With support, participate in small to medium sized projects centered on department initiatives to increase efficiencies, decrease cost and document changes in processes and procedures.
• Demonstrate proficiency using Salesforce, to conduct research and document client interactions.

SKILLS & ABILITIES

• Strong analytical skills.
• Adaptability and keen attention to detail.
• Superior customer service skills.
• Highly articulate with excellent interpersonal skills.
• Ability to build internal relationships and communicate effectively..
• Ability to work independently.
• Effective organizational skills and ability to handle multiple assignments at a given time.
• Ability to prioritize competing tasks in a fast-paced environment.
• Self-motivated, enthusiastic, and takes initiative.
• Strong written and oral communication skills.
• Proactive problem-solving skills.
• Proficiency using Microsoft Office, especially Excel.

Experience

• 3-5 years of experience in Customer Success, Account Management, Business Development, or another client-facing role.
• 3+ years 401(k) industry experience preferred
• 2+ years of Salesforce experience preferred

Education

• Bachelor’s degree in Business or related field preferred, or equivalent work experience.

Certificates & Licenses

• RPF certification required within 18 months of hire
• New hire 401k compliance course passed within 90-days of hire with 70% or higher

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT – 100% Remote.

• Extended sitting and computer work
• For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace. Additionally, there is an internet work speed requirement of 100 MBps or better. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying as adequate homework environment and the required internet connection is a non-negotiable requirement of remote employment.

The Power of WE

WE serve the individual saver and investor, know that their savings represents not only money, but the time it took to earn that money, which is forever gone. WE will prudently, cost-effectively and efficiently safeguard and invest that money for a better future for all we serve.

WE are guided by core principles of honesty, accountability, and transparency. Consequently, we are always looking to do the right thing.

WE will treat every customer and colleague with respect and dignity. WE will exhibit humility both as individuals and as a corporate entity.

What’s in it for you Package
This role will have a base pay range of $60K - $75K. Please know, this is the base range only and does not consider other components that make up the total rewards package for this role. This position is also eligible for an annual performance bonus.

Slavic401k is an Equal Opportunity Employer

Slavic 401k is an equal opportunity employer with a commitment of inclusion for all qualified candidates. Slavic401k strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.