Client Success Manager II – Retirement Plans

🕒 May 22

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Definiti LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🤝 B2B

🏢 Enterprise

Finance • B2B • Enterprise

Definiti LLC is a company specialized in providing comprehensive retirement plan solutions and services aimed at employers and financial advisors. They offer a range of services including 401(k) plan management, cash balance plans, actuarial services, and compliant plan recordkeeping solutions. Definiti positions itself as an expert in simplifying the complexities associated with workplace retirement plans, ensuring compliance and delivering customized solutions that fit businesses of varying sizes. The company is keen on providing top-notch pension administration services and building financial security for employees.

📋 Description

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business. • Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements. • Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools. • Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments as needed. • Assist in the cross-selling of complimentary Definiti services. • Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities. • Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed. • Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service. • Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues. • Maintain accurate documentation and records for compliance and audit purposes. • Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals. • Identify and engage with high-risk clients to mitigate any controllable client losses. • Contribute to the ongoing development and refinement of Client Success Manager processes and best practices. • Play an active role in POD effectiveness and client retention. • Mitigate risk and client issues by anticipating and identifying issues before escalation.

🎯 Requirements

• High School Diploma or GED required • Bachelor's degree preferred • Minimum of 4 years of experience in the retirement plan administration industry • Broad knowledge of the retirement plan industry, with willingness to obtain ASPPA QKA/QKS designation or NIPA equivalent within 1 year of hire • Minimum of 4 years of experience in a client-facing customer support role • Strong organizational and project management skills • Excellent written and verbal communication and client service abilities • Proficiency with PensionPro or similar TPA management software • Ability to work collaboratively across teams and adapt to evolving processes • Demonstrates time management skills to meet deadlines and maintain project timelines • Demonstrates exceptional attention to detail and highly developed organizational skills • Possesses strong analytical skills to assess situations, provide effective solutions, and reconcile discrepancies • Demonstrates improved client retention and reduced escalations • Demonstrates status as a trusted advisor with clients • Strong peer and cross-functional influence

🏖️ Benefits

• A virtual-first work philosophy for most jobs • 401(k) with up to 4% match • Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue. • 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday • Paid Parental Leave • A variety of medical, dental and vision plan options including Definiti subsidized premiums • Company-paid life insurance and short-term disability insurance • Bonus plan eligibility