Senior Manager, Enterprise Account Management

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 350000 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.

Vestwells platform serves a diverse clientele including financial advisers employers third-party administrators financial institutions payroll providers government agencies and individual savers. To learn more

Who Are We Looking For

Vestwell is expanding and were 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 Vestwells 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.

What Will You Be Doing

Day-to-day you will be expected to:

• 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 clients 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 companys 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

Requirements

The Necessities:

• 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
• Bachelors 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

The Extras:

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

The expected base salary range for this position is $100K - $110K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

This role will be based in either the New York City Austin King of Prussia or Phoenix office and will be part of Vestwells hybrid in-office operation.

OUR BENEFITS

Were an innovative high-growth company with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy but all employees are welcome at our bright comfortable office with many workspace options in our Midtown Manhattan Austin King of Prussia and Phoenix offices so everyone has a setting that is the most productive for them. Oh and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1-2 conversations about Vestwell your experience and your interests. Next steps can vary by role but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer a portfolio review for a Designer deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well.Before making an offer our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer.We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from any other domain not ending not our Recruitment team.

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