Senior Manager, Enterprise Account Services

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 the critical aspects of life across 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’s platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit

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.

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 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 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 streamlined workflow that will enable scalability through improved operational efficiencies
• 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 company’s strategic partnerships and differentiating work streams
• 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…