Senior Client Relationship Manager

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

The Senior Relationship Manager manages multiple large and complex accounts, some of which may be across multiple business lines. This position partners with sales to formulate strategy on new business opportunities and actively participates in all stages of the finalist process to position Ascensus as the clients’ provider of choice. The Senior RM is expected to drive client satisfaction and retention, increase revenue and establish strong relationships with day-to-day administrators and C-level executives.

This role is expected to be a strong team player and partner with the Client Account Manager and Participant Engagement Consultant to understand the needs of the plan and to provide proactive consultative service to meet those needs

• Develop and maintain relationships with C-level decision makers and day to day plan administrators for assigned accounts to understand the needs of the plan and then develop strategies to improve plan operation, identify areas for efficiency gains and improving retirement readiness for participants.

• Work across business lines to ensure client’s expectations are met throughout the organization which could include non
  - Qualified, Future Plan, Government Savins, etc.

• Acts as a liaison between Intermediary/Producer and the client to ensure provision of services by identifying and resolving areas of confusion and ensuring compliance with contractual requirements.

• Participates from the initial RFP response to the onboarding and ongoing administration of the plan. Ensuring what was discussed in the original RFP is what is delivered to the client

• Manages and monitors client accounts; ensures completion of all client service deliverables in a timely, accurate and consistent manner. Communicates any enhancements of internal systems and/or processes for Plan administration. Works with vendors to investigate and resolve transaction issues, takes required action and notifies client of resolution.

• Consistently demonstrate a superior level of proactive client focus and teamwork by partnering with Client Account Manager (CAM), Participant Engagement Consultant (PEC) and other internal roles to meet the needs of the client.

• Act as an internal advocate for clients and financial professionals by coordinating with internal Ascensus departments.

• Leverage industry knowledge to promote client satisfaction, leading to retention and organic growth.

• Understand non-standard plan requirements normally not considered in Ascensus’ suite of services: ESOP, 457 Governmental, Deferred Compensation plans, 409a, etc.

• Develop and maintain a broad understanding of the various partner products and Ascensus proprietary products and Ascensus operations to further enhance the relationship management function.

• Maintain compliance with departmental policies and procedures to ensure superior service and acceptable audits and examinations

• Stay abreast of laws, regulations, trends and other issues that may affect the administrative client service dynamics through participation in training courses, ASPPA courses and designations, industry publishing’s and other outside materials.

• Make regular in person client visits, dependent on client size, to optimize relationships.

• Compile data, track communications, escalations and offer solutions to enhance the Ascensus experience by optimizing plan design and promoting product features and services.

• Identify cross-selling opportunities within existing accounts to improve client service and…