Senior Associate, Account Manager

New York, NY | Austin, TX | King of Prussia, PA Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers. We are looking for a dynamic and experienced Account Manager to join our Employer Services team. The Account Manager will be responsible for retaining our top ARR clients and pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will support incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and support multiple cross‑functional teams across the organization. The Account Manager will also have the flexibility to jump into other service teams and provide coverage and support as needed. Our mission‑driven service teams are often the first point of contact for customers, so we are interested in hiring individuals with a passion for providing memorable client experiences and the ability to make quick, accurate decisions. As a Vestweller, you will work cross‑functionally across teams to communicate and facilitate resolutions for any client satisfaction issues. What Will You Be Doing? Manage and retain relationships with top ARR clients and pooled plans across our platforms, ensuring post‑onboarding needs and inquiries are met and issues are addressed promptly. Work closely with clients to understand their business goals and challenges, and identify opportunities to discuss additional Vestwell platform products. Collaborate with internal teams to ensure client needs are met and issues are resolved promptly. Conduct proactive outreaches to clients to identify gaps in service and platform to bring back to product teams, conveying the voice of the client internally. Provide coverage and support to other service teams as needed, ensuring continuity of service for all clients. Create processes, playbooks, and resources to streamline account management operations and support team expansion. Serve as the friendly, knowledgeable first point of contact for inbound inquiries. Conduct appropriate and timely follow‑ups to ensure the highest level of service. Communicate in a relatable, humanized way to promote trust and allegiance. Create tickets and provide follow‑up as required. Adhere to client‑facing and internal Service Level requirements. Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to Legal and Compliance Teams when needed. Post interactions within our tooling to document updates to client accounts. Requirements College degree and/or equivalent customer service experience. 2–4 years of retirement industry experience, preferred. 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 with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories. Excellent attention to detail and accuracy, proficient with numbers and basic calculations. Highly organized with the ability to manage multiple work streams simultaneously. Self‑starter mentality; someone who will dive into challenges and find creative ways to solve problems. This role will be based in either the New York City, Austin, or King of Prussia office and will be part of Vestwell's hybrid in‑office operation. The expected base salary range for this position is $70,000 to $80,000 per year. The position is eligible to participate in the Company Bonus Pool and to receive new‑hire equity in the Company. Salary bands are based on NY and other similar metro areas and may differ based on the final location of the role. Benefits At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. We also offer a competitive 401(k) plan. #J-18808-Ljbffr