Client Success Manager II - Retirement Plans

About Definiti LLC

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. If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications.

Purpose of Position

The Client Success Manager II is responsible for overseeing client success activities for complex plans and/or higher-revenue clients. This role is responsible for ensuring timely completion of plan tasks, monitoring project deadlines, and facilitating communication between clients and internal teams. Success in this role requires the ability to manage multiple complex projects, possess a proactive problem-solving mindset, and excel in written and verbal communication with both internal and external partners.

Primary Duties and Responsibilities

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business.
• 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) on plan amendments as needed.
• Assist in the cross-selling of complimentary Definiti services.
• Coordinate with RPCs to verify project launches and task handoffs, and 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.
• Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service.
• 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.
• Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed 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.
• Play an active role in POD effectiveness and client retention.
• Mitigate risk and client issues by anticipating and identifying issues before escalation.

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
• Demonstrates time management skills to meet deadlines and maintain project timelines
• Demonstrates exceptional attention to detail and highly developed organizational skills
• Possesses strong analytical skills to assess situations, provide effective solutions, and reconcile discrepancies
• Demonstrates improved client retention and reduced escalations
• Demonstrates status as a trusted advisor with clients
• Strong peer and cross-functional influence

Education and Qualifications

• High School Diploma or GED required
• Bachelor's degree preferred
• Minimum of 4 years of experience in the retirement plan administration industry
• Broad knowledge of the retirement plan industry, with willingness to obtain ASPPA QKA/QKS designation or NIPA equivalent within 1 year of hire
• Minimum of 4 years of 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

Key skills/competency

• Client Relationship Management
• Retirement Plan Administration
• Project Management
• Communication Skills
• Problem-Solving
• Fiduciary Responsibility
• Regulatory Compliance
• Client Retention
• PensionPro Software
• Customer Support