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Client Success Manager - Retirement Plans
Definiti LLC
- New York, New York, United States
- New York, New York, United States
À propos
Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans.
PURPOSE OF POSITION The Client Success Manager is responsible for overseeing client success activities, ensuring timely completion of annual plan tasks, monitoring project deadlines, and facilitating communication between clients and internal teams. This role requires the ability to manage multiple projects, possess a proactive problem‑solving mindset, and excel in written and verbal communication with both internal and external partners.
PRIMARY DUTIES AND RESPONSIBILITIES
Responsible for following up with clients on year‑end data collection, 5500 filings, lost earnings, deposits for submission, form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements
Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools
Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) with plan amendments if needed
Assist in the cross‑selling of complimentary Definiti services
Coordinate with RPCs to verify project launches and task handoffs, maintain oversight of plan wrap‑up activities
Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed
Conduct quality control reviews of compliance testing, financial reconciliation, 5500 filings
Assist with force‑outs, vesting upload confirmations with recordkeepers, and required minimum distribution preparation
Lead annual client reviews and meetings, providing proactive engagement and support for document‑related issues
Maintain accurate documentation and records for compliance and audit purposes
Support Retirement Plan Consultant (RPC) with maintaining client and advisor relationships to exceed company retention goals
Identify and engage with high‑risk clients to mitigate any controllable client losses
Contribute to the ongoing development and refinement of Client Success Manager processes and best practices
COMPETENCIES REQUIRED
Strong organizational and project management skills
Excellent written and verbal communication and client service abilities
Proficiency with PensionPro or similar TPA management software
Ability to work collaboratively across teams and adapt to evolving processes
Prioritize time management to meet deadlines and maintain project timelines
Demonstrate exceptional attention to detail and highly developed organizational skills
Possess strong analytical skills to assess situations, provide effective solutions, and reconcile discrepancies
EDUCATION AND QUALIFICATIONS
High School Diploma or GED required
Minimum of 3 years of experience in the retirement plan administration industry
Broad knowledge of the retirement plan industry, willingness to obtain ASPPA QKA designation or NIPA equivalent within 1 year of hire
Minimum of 3 years’ experience in a client facing customer support role
REMOTE WORKING REQUIREMENTS As a remote‑first company, we have compiled expectations for a successful remote work environment:
Ability to build rapport with others remotely while working productively with limited in‑person interaction
Have access to a reliable and consistently strong, high‑speed internet connection suitable for remote work. A stable, high‑speed internet connection is essential for effective communication, collaboration, and productivity while working remotely
Designate a quiet, and well‑lit space free of as many distractions as possible
Be online and available to work during designated business hours in local time zone
Accustomed to using Microsoft Teams (or similar virtual‑meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with Microsoft Teams is a plus
Accustomed with file‑storage and file‑sharing tools such as Microsoft SharePoint
BENEFITS Definiti has a dynamic, growth‑focused culture, and we are committed to offering attractive employee‑centric benefits, including:
A virtual‑first work philosophy for most jobs
401(k) with up to 4% match
Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
A variety of medical, dental and vision plan options including Definiti subsidized premiums
Company‑paid life insurance and short‑term disability insurance
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Compétences linguistiques
- English
Avis aux utilisateurs
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