Slavic401k is an innovative leader in retirement services and a top provider of 401(k) plans to more than 12,000 employers and 250,000 employees across the U.S. With over $8B in assets under management and growing, Slavic401k is one of the fastest growing 401(k) providers in the U.S. Established over 30 years ago by current president and CEO John Slavic, Slavic401k specializes in multiple employer 401(k) plans and have built our business around providing a 401(k)-administration platform that is custom-tailored to the meet the unique needs of PEOs, associations and service bureaus.
Our participant-investors have entrusted us with a significant portion of their earnings - a portion of their work - and therefore a portion of their livelihood. Our stewardship of that livelihood is something we don’t take lightly, and that’s why words like honesty, transparency, integrity & fairness are spoken regularly within our walls.
We’re transforming the retirement savings industry and are looking to bring on talented professionals’ diverse perspectives. We foster a working environment that generates new ideas, promotes ownership and experimentation and encourages highly motivated individuals to be truly creative.
Slavic401k is proud to offer our associates an enriched benefit package including PTO and paid time off to serve within your community, health, dental, vision, life Insurance, short term disability, educational assistance, paid parental leave and 401k with a structured company match. Whether you are starting your career or looking to advance in your profession, we encourage you to join our team of associates at Slavic401k.
Job Description
Job Title: Senior Relationship Manager, Client Success
Department: Client Success FLSA Status: Exempt Job Status: FT
Reports To: Director, Client Success
Positions Supervised: N/A
Work Schedule: Monday Friday, Shift Varies between 8:00 AM 8:00 PM EST
Assessments: PI behavioral and cognitive assessment

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POSITION SUMMARY*
The Senior Relationship Manager, Client Success is responsible for independently developing customer relationships that promote retention and loyalty within Slavic401ks large market retirement plans. The Senior Relationship Manager is responsible for partnering with Client Success Account Specialists, Account Managers, and Retirement Plan Advisors to transition clients to Client Success and provide ongoing support. This role will act as the primary liaison for the relationship side of the client experience by focusing on taking a proactive and consultative approach to understanding the clients needs for Slavic401ks large market clients and worksites. The Senior Relationship Manager will work towards ensuring clients are satisfied with services provided, promptly handling client requests, and improving any areas of dissatisfaction. This role also provides leadership to a team of Account Managers by providing coaching, guidance, and feedback. The Senior Relationship Manager will effectively lead their team by ensuring accountability, creating development plans, ensuring KPIs are met, and motivating the team by example. The Senior Relationship Manager supports the Client Success organization as a subject matter expert, escalation expert, and backup to the senior leadership team. This position requires the ability to work with and cater to various personality types and comfortability conversing with executive-level, business representatives.

ESSENTIAL FUNCTIONS

• Provide concierge-level customer service support to a designated client list of up to 10 large market professional employer organizations (PEOs) or standalone plans. Number of clients supported will be determined based on Senior Relationship Manager capacity.
• Effectively lead daily operations within Client Success by providing coaching and ensuring accountability for a team of 2-6 Account Managers to ensure business goals and client expectations are met.
• Effectively manage training and motivating staff, including hiring and retaining talent, handling personnel administration, and performance management.
• Accountable for ensuring team is meeting KPIs within Client Success including (but not limited to) client satisfaction levels, net promoter scores, and client retention metric to set and track progress toward team goals and identify areas of strength and weakness.
• Build and maintain strong relationships with a focus on client satisfaction, maintaining client communication, overall management of the relationship, and client retention activities.
• Demonstrate an expert level consultative approach towards assigned clients by acting as the primary point of contact for information and resources related to servicing of their retirement plans.
• Act as the liaison between clients and internal departments to facilitate successful resolution of client issues and to relay customer feedback. This includes taking ownership of escalated calls and communications from PEOs, standalone plans, payroll companies, and worksites.
• Demonstrate a proactive approach by providing clients with available resources for better plan tracking and plan management as well as education on organizational or regulatory updates.
• Host weekly or biweekly meetings with clients and/or the 401k representative to discuss upcoming plan changes, plan amendments, disclosures, etc.
• Proactively, develop customized reporting based on client need and lead annual/semi-annual/quarterly plan review meetings.
• Contribute to the development, updating, and enhancement of client facing materials associated with presentations, communications, and administration of plans.
• Ensure client satisfaction, improve client promoter scores, and proactively solicit feedback to drive process improvement.
• Conduct research on plan designs, 401(k) rules, and 401(k) regulations in order to communicate the nuances, restrictions, and other pertinent information to the clients.
• Conduct demos for potential clients using the PEO, Employer, and Participant portals.
• With minimal guidance, work with Account Managers to prepare plan amendments pertaining to entry dates, eligibility, and/or vesting schedules, as requested.
• Foster an environment that drives motivation and accountability by providing guidance and coaching to Client Success Account Specialists and Account Managers to achieve business objectives.
• Act as subject matter expert and first point of contact for Client Success Account Specialists and Account Managers regarding client inquiries, problem resolution, and escalation support.
• Serve as mentor for new Account Managers as well as a delegate for the Client Success senior leadership team.
• Assist with leading department initiatives to increase efficiencies, decrease cost, and document changes in processes and procedures.
• With limited guidance, successfully lead and implement medium to large scale projects directly related to achieving business goals.
• Remain diligent and adaptable in an industry with continuously evolving rules and regulations including, but not limited to questions regarding ERISA, compliance, plan design, plan enrollment, and plan changes.
• Demonstrate strong proficiency using Salesforce, to organize client data, conduct research, and capture data that can leveraged to promote future products and services.

SKILLS & ABILITIES

• Demonstrates strong leadership and mentoring skills.
• Skilled decision maker, motivator, and encourager.
• Strong analytical skills.
• Adaptability and keen attention to detail
• Superior customer service skills.
• Highly articulate with excellent interpersonal skills.
• Expert level relationship building required.
• Ability to build internal relationships and communicate effectively with senior managers.
• Ability to work independently with minimal oversight by manager.
• Effective organizational skills and ability to handle multiple assignments at a given time.
• Ability to prioritize competing tasks in a fast-paced environment.
• Self-motivated, enthusiastic, and takes initiative.
• Strong written and oral communication skills.
• Proactive problem-solving skills.
• Proficiency using Microsoft Office, especially Excel.
• Potential travel up to 10% of the time or as needed.

Experience

• 5-10 years of experience in Customer Success, Account Management, Business Development, or another client-facing role
• 3+ years for direct leadership experience over a team of 5 or more required
• 5+ years of 401(k) industry experience required
• 2+ years of Salesforce experience preferred

Education

• Bachelors degree in Business or related field, or equivalent experience

Certificates & Licenses

• RPF certification required within 12 months of hire
• New hire 401k compliance course passed within 90-days of hire with 70% or higher

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WORK ENVIRONMENT Remote, with potential travel up to 10% of the time or as needed.

Job Type: Full-time

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