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Salary: USD 60,000 - 80,000 / annual
Vestwell is a fintech platform powering the savings economy, enabling over 790,000 businesses and 2.75 million active savers to manage retirement, education, and healthcare savings across all 50 US states with $57 billion in assets under management.
As a Senior Associate, Account Manager, you will serve as a strategic, independent contributor responsible for managing and growing high-value employer client relationships. You will act as a trusted advisor to clients while collaborating cross-functionally to deliver seamless, high-quality service experiences.
Key Responsibilities:
- Independently manage and retain relationships with top ARR clients and pooled plans, addressing post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries
- Work closely with clients to understand business goals and challenges, identifying opportunities to introduce additional Vestwell products and solutions
- Partner with internal teams (Product, Operations, Legal & Compliance) to resolve complex client issues and ensure client needs are met efficiently
- Conduct proactive outreach to identify service gaps, platform opportunities, and relay client feedback to internal stakeholders
- Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth
- Handle escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary
- Serve as the primary point of contact for inbound client inquiries, communicating clearly, professionally, and empathetically
- Maintain accurate records of client interactions, service tickets, and account updates in internal systems
- Prioritize and manage workload effectively, meeting client-facing and internal Service Level expectations while exercising independent judgment
Requirements:
- College degree and/or equivalent customer service experience
- 2-4 years of retirement industry experience (preferred)
- Team mentality and ability to multitask while handling high volume of incoming inquiries
- Strong time management and organizational skills
- Strong commitment to superior customer service
- Positive and proactive attitude
- Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and network directory navigation
- Excellent attention to detail and accuracy, proficient with numbers and basic calculations
