Client Services Manager

Firm Overview

PlanPILOT is a retirement plan consulting firm providing services to corporations, non‑profits, and higher education institutions. Our fast‑growing, Chicago‑based firm was founded in 2011 and has quickly developed into an industry‑leading company within our niche. Our expanding, but cohesive, team consists of individuals with a very entrepreneurial and proactive mindset - many of whom have worked for larger organizations and now appreciate the freedom of working for a smaller, growing company.

At PlanPILOT, decisions are made efficiently, and contributions are meaningful at all levels of the organization; we celebrate our successes together and pitch in to ensure our clients benefit from our team's best thinking.

The role of the Client Services Manager (CSM) is to support the day‑to‑day needs of PlanPILOT’s clients in the context of our services. The CSM will work closely with the firm’s senior consultants to ensure client deliverables are executed in a timely manner and to the highest standard of quality. The CSM is expected to gain an understanding of the intricacies of our client base and work efficiently on a wide range of client projects.

To successfully carry out the role, the CSM is also expected to build and maintain an understanding of the retirement planning industry and PlanPILOT’s processes.

Support our retirement plan consultants and clients

• Directly support a dedicated book of clients
• Onboard new client relationships
• Lead benchmarking exercises for clients (e.g., service provider RFPs)
• Train new clients on fiduciary responsibilities and best practices
• Assist clients in fulfilling compliance requirements
• Track and facilitate governance documentation for clients
• Provide day‑to‑day support to consultants for client requests

Support the PlanPILOT Team

• Implement SOPs at firm and team level
• Research and develop quarterly fiduciary training topics for clients
• Maintain knowledge on important legislation affecting clients
• Identify opportunities for internal process improvement
• Track trends and insights within client base
• Ensure client databases are appropriately updated and maintained
• Provide future project management and mentorship support for other Client Service members

This is not an exhaustive list of job responsibilities or duties.

• Bachelor's degree
• 5+ years of experience in client services
• Energy, enthusiasm and flexibility to take on whatever is needed to support the firm
• Must be comfortable being client‑facing; preferably with experience presenting to clients
• High level of professionalism in interactions with clients and consultants
• Highly motivated individual with ability to work autonomously and as a part of a team
• Strong attention to detail and ability to navigate several assignments simultaneously
• Excellent communication skills, both written and verbal
• Demonstrated success in client relationship management and retention
• Forward thinking mindset with the ability to identify ideas to build out efficiencies within the firm
• Strong data analysis skills

• Direct experience with or knowledge of defined contribution plans
• Above average proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience working with a CRM
• Leadership, mentorship or management skills or experience
• General understanding of investments and investment products
• Demonstrated knowledge of retirement plan landscape including fiduciary topics, recordkeepers and general retirement plan trends

We believe in the flexibility of a hybrid work model. Monday and Friday are remote workdays with a corresponding expectation to be in our office Tuesday, Wednesday and Thursday.

Our office is downtown Chicago; a short walk from both Union and Ogilvie transportation centers, and the Quincy CTA stop.

• 401(k) with company match
• Comprehensive health benefits
• Venture Public Transit Program benefits