Senior Associate, Account Manager

New York, NY | Austin, TX | King of Prussia, PA

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech 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 nearly 1.5 million active savers, with over $30 billion in assets saved across all 50 United States.

Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.

Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.

WHO ARE WE LOOKING FOR?

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 & pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will be responsible for supporting incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and supporting multiple cross-functional teams across the organization. In addition, the Account Manager will 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 with the ability to make quick and accurate decisions. As a Vestweller, you are a dynamic individual who will work cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues.

WHAT WILL YOU BE DOING?

Day-to-day you will be expected to :

• Manage and retain relationships with top ARR clients & pooled plans across our platforms, ensuring their post-onboarding needs and inquiries are met and issues are addressed promptly (i.e. plan design changes & conversations, year-end testing, education, day-to-day inquiries)
• Work closely with clients to understand their business goals and challenges, and identify opportunities to discuss the addition of other Vestwell platform products
• Collaborate with internal teams to ensure client needs are met and issues are resolved promptly
• Proactive outreaches to clients to understand 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
• Be 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 our Legal and Compliance Team when needed.
• Post interaction within our tooling to document updates to client accounts.

REQUIREMENTS

The Necessities :

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 $70K - $80K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

OUR BENEFITS

We're an innovative, high-growth company, with lots of exciting milestones ahead. We value health and wellness at Vestwell and, in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in our Midtown Manhattan office, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate : getting to know the team members through 1-2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.

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