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About the Role

Vestwell is seeking a dynamic and experienced Account Manager to join the Employer Services team. This role focuses on retaining top ARR clients and pooled plans, providing exceptional service, and ensuring client satisfaction and loyalty. The Account Manager will support client inquiries, manage change orders, conduct proactive outreaches, lead client reviews, and collaborate with cross-functional teams. The position also offers the flexibility to support other service teams as needed, embodying a mission-driven approach to client experiences.

Responsibilities

Manage and retain relationships with top ARR clients & pooled plans, ensuring their post-onboarding needs and inquiries are met and issues are addressed promptly.
Work closely with clients to understand their business goals and challenges, and identify opportunities to discuss the addition of other Vestwell platform products.
Collaborate with internal teams to ensure client needs are met and issues are resolved promptly.
Conduct proactive outreaches to clients to understand gaps in service and platform to bring back to product teams, conveying the voice of the client internally.
Provide coverage and support to other service teams as needed, ensuring continuity of service for all clients.
Create processes, playbooks, and resources to streamline account management operations and support team expansion.
Serve as the friendly, knowledgeable first point of contact for inbound inquiries.
Conduct appropriate and timely follow-ups to ensure the highest level of service.
Communicate in a relatable, humanized way to promote trust and allegiance.
Create tickets and provide follow-up as required.
Adhere to client-facing and internal Service Level requirements.
Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to the Legal and Compliance Team when needed.
Post interaction within our tooling to document updates to client accounts.

Requirements

College degree and/or equivalent customer service experience.
2-4 years of retirement industry experience, preferred.
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.
Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications.
Strong commitment to superior customer service.
Positive and proactive attitude.
Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories.
Excellent attention to detail and accuracy, proficient with numbers and basic calculations.
Highly organized with the ability to manage multiple work streams simultaneously.
Self-starter mentality, with the ability to dive into challenges and find creative solutions.

Skills

Excel/Google Sheets
Word/Google Docs
Adobe Acrobat
Customer Service

Location

New York City
Austin
King of Prussia

Work Type

Hybrid

Experience Level

2-4 years

Education Level

College degree
Equivalent customer service experience

Salary/Compensations

$70K - $80K base

Benefits

Comprehensive health benefits
Generous time off
Dedicated Employee Wellbeing Committee
Competitive 401(k) plan
Company Bonus Pool eligibility
New hire equity eligibility

About the Company

Vestwell is the financial technology company powering the new savings economy.
Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs.
Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states.
Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.

Equal Opportunity

Vestwell’s Privacy Policy.
Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.