Client Relationship Manager, Client Services - Prestige

Section 1: Position Summary

 The Client Relationship Manager, Prestige will work closely with all sales, service, and operations partners to serve as the focal point of contact for new and existing mid and large market plan clients and their financial advisors.  This role is responsible for oversight of the relationship of the plan and needs to possess strong relationship skills to deliver a world class service experience to our clients and their financial advisors.  The CRM  is expected to drive client satisfaction and retention, increase revenue and establish strong relationships with day to day administrators and C-level executives.   This role is expected to be a strong team player and partner with the Retirement Service Consultant and Participant Engagement Consultant to understand the needs of the plan and to provide proactive consultative service to meet those needs

Section 2: Job Functions, Essential Duties and Responsibilities

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Develop and maintain relationships with C-level decision makers and day to day plan administrators for assigned accounts to understand the needs of the plan and then develop strategies to improve plan operation, identify areas for efficiency gains and improving retirement readiness for participants.
• Consistently demonstrate a superior level of proactive client focus and teamwork by partnering with Retirement Service Consultants (RSC), Participant Engagement Consultant (PEC) and other internal roles to meet the needs of the client.
• Act as an internal advocate for clients and financial professionals by coordinating with internal Ascensus departments.
• Leverage industry knowledge to promote client satisfaction, leading to retention and organic growth.
• Understand non-standard plan requirements normally not considered in Ascensus’ suite of services: ESOP, 457 Governmental, Deferred Compensation plans, 409a, etc.
• Develop and maintain a broad understanding of the various partner products and Ascensus proprietary products and Ascensus operations to further enhance the relationship management function.
• Maintain compliance with departmental policies and procedures to ensure superior service and acceptable audits and examinations
• Stay abreast of laws, regulations, trends and other issues that may affect the administrative client service dynamics through participation in training courses, ASPPA courses and designations, industry publishing’s and other outside materials.
• Make regular in person client visits, dependent on client size, to optimize relationships.
• Compile data, track communications, escalations and offer solutions to enhance the Ascensus experience by optimizing plan design and promoting product features and services.
• Identify cross-selling opportunities within existing accounts to improve client service and bring additional revenue to Ascensus in order to meet revenue goals
• Provide ownership for the resolution of issues escalated by clients and financial professionals.
• Maintain good working relationships with clients, attorneys, accountants, and other related professionals to enhance business opportunities
• Maintain network within retirement industry leading to sales opportunities to the Ascensus Regional Vice Presidents.
• Lead and/or participate in projects that create additional value for existing relationships.
• Actively participate in new business development activities early in the sales process to ensure a smooth and efficient transition.

Supervision  

• Mentor less experiences Consultants

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree in business or related fields, or equivalent work experience
• Minimum of 10 years’ experience in retirement services industry or related field is preferred
• Minimum of 5 years’ prior experience with direct client/client equivalent relationships within a financial service’s administrative environment
• Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred
• Possess or currently working towards Series 65 license
• Ability to work independently as required, but also work within and contribute to maintaining a highly cohesive team environment
• Excellent analytical and problem-solving skills
• Ability to work with a high level of independence
• Must be detail oriented and be able to produce high quality work within tight time constraints
• Ability to make sound business judgments while effectively balancing client needs and organizational considerations
• Excellent written and oral communication skills, including both group presentation experience and executive level presentations.
• Proficiency with Microsoft Office products including Excel, Word and PowerPoint
• Ability to coordinate and run meetings attended by senior-level personnel in both internal and external environments
• Demonstrated project management skills
• Travel for this position is required 20% of the time

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