Client Success Manager III - Retirement Plans

Why join our team at Definiti? 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.

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 III is responsible for overseeing client success activities for the most  complex and/or highest-revenue clients, 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 complex projects, possess a proactive problem-solving mindset, and excel  in written and verbal communication with both internal and external partners. The Client Success  Manager III is a strategic partner to the Vice President, Client Success & Relationships and coaches and  mentors Client Success Managers I and II across PODs.   

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 if 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
• Lead POD-level coordination and continuity of client experience
• Coach and mentor CSMs across PODs
• Identify service gaps and process improvements
• Partner closely with Sales, Operations, and Leadership on retention strategies

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
• Prioritizes time management 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
• Demonstrates retention and satisfaction of strategic accounts
• Demonstrates leadership without direct reports
• Demonstrates measured improvements to service model execution
  

EDUCATION AND QUALIFICATIONS

• High School Diploma or GED required
• Bachelor's degree preferred
• Minimum of 5 years of experience in the retirement plan administration industry
• Broad knowledge of the retirement plan industry; ASPPA QKA designation or NIPA equivalent preferred
• Minimum of 5 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

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
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility