Client Success Manager III – Retirement Plans

🕒 il y a 13 jours

🌲 North Carolina – Distant

🌲 North Carolina – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Definiti LLC

Site WebLinkedInTous les Emplois

201 - 500 employés

💸 Finance

🤝 B2B

🏢 Entreprise

Finance • B2B • Enterprise

Definiti LLC est une entreprise spécialisée dans la fourniture de solutions et de services complets pour les plans de retraite, destinés aux employeurs et aux conseillers financiers. Elle propose une gamme de services comprenant la gestion de plan 401(k), des plans à solde de caisse, des services actuariels et des solutions de tenue de registre conformes. Definiti se positionne comme un expert dans la simplification des complexités des plans de retraite en milieu de travail, en garantissant la conformité et en offrant des solutions personnalisées adaptées aux entreprises de différentes tailles. L'entreprise est déterminée à fournir des services d'administration de retraite de premier ordre et à renforcer la sécurité financière des employés.

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 if 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 • Lead POD-level coordination and continuity of client experience • Coach and mentor CSMs across PODs • Identify service gaps and process improvements • Partner closely with Sales, Operations, and Leadership on retention strategies

🎯 Exigences

• High School Diploma or GED required • Bachelor's degree preferred • Minimum of 5 years of experience in the retirement plan administration industry • Broad knowledge of the retirement plan industry; ASPPA QKA designation or NIPA equivalent preferred • Minimum of 5 years of experience in a client-facing customer support role

🏖️ Avantages

• 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