Senior Associate, Account Manager
Who Are We Looking For?
We are looking for a dynamic and experienced Account Manager to join our team. The Account Manager will be responsible for retaining our top ARR clients & pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will be responsible for supporting incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and supporting multiple cross-functional teams across the organization. In addition, the Account Manager will have the flexibility to jump into other service teams and provide coverage and support as needed.
Our mission-driven service teams are often the first point of contact for customers, so we are interested in hiring individuals with a passion for providing memorable client experiences with the ability to make quick and accurate decisions. As a Vestweller, you are a dynamic individual who will work cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues.
What Will You Be Doing?
As a Senior Associate, Employer Services Account Manager, you will act as a strategic, independent contributor responsible for managing and growing high-value employer client relationships. This role requires sound judgment, strategic thinking, and autonomy to resolve complex plan and service issues. You will serve as a trusted advisor to clients while collaborating cross-functionally to deliver a seamless, high-quality service experience.
Your responsibilities will include, but are not limited to:
Client Relationship Management: Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms, addressing post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries.
Strategic Advisory: Work closely with clients to understand business goals and challenges, identifying opportunities to introduce additional Vestwell products and solutions.
Cross-Functional Collaboration: Partner with internal teams—including Product, Operations, and Legal & Compliance—to resolve complex client issues, escalate when appropriate, and ensure client needs are met efficiently.
Proactive Outreach & Service Optimization: Conduct proactive outreach to identify service gaps, platform opportunities, and relay the voice of the client to internal stakeholders.
Process & Playbook Development: Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth.
Problem Solving & Escalation Management: Handle escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary.
Client Communication & Trust-Building: Serve as the primary point of contact for inbound client inquiries, communicating clearly, professionally, and empathetically to foster long-term relationships.
Documentation & Reporting: Maintain accurate records of client interactions, service tickets, and account updates in internal systems to ensure transparency, continuity, and audit readiness.
Service Level Adherence & Workload Management: Prioritize and manage workload effectively, meeting client-facing and internal Service Level expectations while exercising independent judgment.
Requirements
The Necessities:
College degree and/or equivalent customer service experience
2-4 years of retirement industry experience required
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 is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office
Excellent attention to detail and accuracy, proficient with numbers and basic calculations
This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation. For exceptional candidates, we're open to hiring this role fully remote.
The expected base salary range for this position is $70K - $80K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.