Senior Manager, Enterprise Client Services

Overview

New York, NY | Austin, TX | King of Prussia, PA | Phoenix, AZ

Vestwell is the financial technology company powering the new savings economy. The New York City–based fintech platform redefines how people save for 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 serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit

Who Are We Looking For?

Vestwell is expanding and we’re excited about adding a Senior Enterprise Account Management to our Employer Platform Services team who is passionate about our mission to change the retirement Fin Tech 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. As a 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:

• Manage 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 work streams 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…