The Senior Relationship Manager is responsible for delivering proactive, consultative client service and strategic account management for a portfolio of recordkeepers and institutional retirement partners, with the objective of driving long-term satisfaction and retention, improving efficiencies and profitability, and growing the business. The Senior Relationship Manager will be responsible for creating a positive experience as the company’s go-to person for our institutional retirement partners, creating confidence and trust by promptly addressing and resolving all questions and concerns. This person will be introduced early in the relationship to work closely with the various institutional partners and internal departments such as trust operations, custody asset movement and control, trust trading, sales, etc.
Maintain exceptional relationships with institutional retirement partners by providing engaging on-going service; serve as the primary point of contact for key individuals and decision makers.
Actively engage with partners to understand their business strategy and needs in order to provide effective solutions via our expanding product initiatives, enabling our partners to both increase efficiencies and maintain focus on growing their business.
Proactively consult with institutional retirement partners and offer value through regular updates to keep our partners aware of internal updates, new product and service offerings, and any additional enhancements that may impact their day-to-day business processes while balancing client needs, opportunities for relationship enhancement and profitability.
Work closely with the various internal departments such as trust operations, custody asset movement and control, trust trading, invoicing, reconciliation, and sales in order to provide the institutional partner with a comprehensive and knowledgeable support structure.
Handle higher level client issues, strategic conversations, and escalation.
Bachelor’s degree or the equivalent combination of education and relevant experience and 5+ years of retirement plan industry experience with 3+ years direct experience in client relationship management.
Ability to learn and understand proprietary technology to assist clients.
Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service.
Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction.
Demonstrate creative problem-solving skills, confidence, and executive presence in external and internal business interactions.
Strong organizational skills, including the ability to manage multiple responsibilities, prioritize, and delegate while delivering results.
Display passion, commitment, and drive to deliver service that improves client experience. Demonstrate initiative, a commitment to continuous learning, and the ability to adapt to changing demands and requirements.
Proven track record of developing, articulating, and implementing strategy to optimize client relationships.