Senior Client Relationship Manager

General Description: Responsible for work product and management of assigned Client Relationship team members. Provide day-to-day servicing for a small book of complex DCC investment advisory clients. Ensure client satisfaction and retention of assigned clients and the team’s clients. Participate with senior practice leadership, contributing to and executing on practice initiatives.

Responsibilities:

·         Accountable for full-cycle recruitment, management, and development of assigned Client Relationship team members. Includes performance management and training.

·         Support team members in the management of their client books. Includes reviewing deliverables prepared by team members and providing regular feedback.

·         Ensure team’s adherence to practice processes and procedures.

·         Provide proactive, personalized support to a small book of mid-market and large clients. Includes clients with complex plan designs or corporate structures.

·         Maintain service calls with clients and recordkeepers. Facilitate efficient and compliant plan operations.

·         Ensure client satisfaction and delivery of services according to agreements. Includes understanding client needs and engaging resources/solutions to meet those needs.

·         Negotiate with recordkeepers for services and/or fee concessions on behalf of clients.

·         Answer client questions regarding plan operations, compliance, fees, and investments.

·         Participate in sales finals presentations and support the sales process. Rebid RFPs.

·         Identify opportunities to meet client needs through cross-selling CG services. Work with internal partners to secure engagements and new business referrals.

·         Work with senior leadership to set appropriate goals for team members.

·         Build trust and act as an escalation point for employees and clients.

·         Share ideas with practice leadership to improve services, deliverables, and the employee experience.

·         Foster relationships with direct reports, across the practice, and with other internal teams.   

·         Participate in committees to enhance business processes. Lead practice and/or team initiatives.

·         Assist in the development and implementation of new services.

Knowledge, Skills and Abilities:

·         8 years + of retirement experience, including 2 years as a senior client relationship manager.

·         Bachelor’s degree in math or business preferred, or equivalent work experience.

·         Expert in the operation, design, and regulations governing DC plans.

·         ASPPA Qualified 401(k) Consultant (QKC) certificate preferred.

·         Ability to effectively coach team members and communicate management decisions and policies.

·         Ability to problem solve and prioritize work for self and others. 

·         Excellent verbal and written communication skills.

·         Strong people management skills with the ability to build relationships with clients/partners.

·         Self-motivated and detail oriented.

·         Working knowledge of internet-based programs and Microsoft Office products.

·         May include up to 25% travel.

Physical Demands:

Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, and bending.

Analysis of Physical Demands:

·         Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.

·         Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.

·         Occasionally (1%-33% of time) work performed requires employees to walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.

·         Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.