Note: The job is a remote job and is open to candidates in USA. Vestwell is a financial technology company powering the new savings economy, enabling over 350,000 businesses and over 2M active savers. The Senior Associate, Account Manager will be responsible for managing and growing high-value employer client relationships, ensuring client satisfaction and loyalty through exceptional service and cross-functional collaboration.
Responsibilities
- 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
Skills
- 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
Benefits
- This position is eligible to participate in the Company Bonus Pool
- Eligible to receive new hire equity in the Company.
- Comprehensive health benefits
- Generous time off
- A dedicated Employee Wellbeing Committee
- Hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale
- Competitive 401(k) plan
Company Overview