Client Success Manager III - Retirement Plans

Job TypeFull-timeDescriptionWhy 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 POSITIONThe 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 RESPONSIBILITIESKey point of contact for clients and advisors, ensuring client satisfaction and retention of their book of businessResponsible 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 requirementsMonitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting toolsEnsure 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 neededAssist in the cross-selling of complimentary Definiti servicesCoordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activitiesAssist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as neededAssist, as needed, with updating recordkeeping platforms and other tasks associated with client serviceLead annual client reviews and meetings, providing proactive engagement and support for document-related issuesMaintain accurate documentation and records for compliance and audit purposesWork in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goalsIdentify and engage with high-risk clients to mitigate any controllable client lossesContribute to the ongoing development and refinement of Client Success Manager processes and best practicesLead POD-level coordination and continuity of client experienceCoach and mentor CSMs across PODsIdentify service gaps and process improvementsPartner closely with Sales, Operations, and Leadership on retention strategiesRequirementsCOMPETENCIES REQUIRED Strong organizational and project management skillsExcellent written and verbal communication and client service abilitiesProficiency with PensionPro or similar TPA management softwareAbility to work collaboratively across teams and adapt to evolving processesPrioritizes time management to meet deadlines and maintain project timelinesDemonstrates exceptional attention to detail and highly developed organizational skillsPossesses strong analytical skills to assess situations, provide effective solutions, and reconcile discrepanciesDemonstrates improved client retention and reduced escalationsDemonstrates status as a trusted advisor with clientsStrong peer and cross-functional influenceDemonstrates retention and satisfaction of strategic accountsDemonstrates leadership without direct reportsDemonstrates measured improvements to service model executionEDUCATION AND QUALIFICATIONS High School Diploma or GED requiredBachelor's degree preferredMinimum of 5 years of experience in the retirement plan administration industryBroad knowledge of the retirement plan industry; ASPPA QKA designation or NIPA equivalent preferredMinimum of 5 years of experience in a client-facing customer support roleREMOTE WORKING REQUIREMENTSAs 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 interactionHave 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 remotelyDesignate a quiet, and well-lit space free of as many distractions as possibleBe online and available to work during designated business hours in local time zoneAccustomed 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 plusAccustomed with file-storage and file-sharing tools such as Microsoft SharePointBENEFITSDefiniti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including: A virtual-first work philosophy for most jobs401(k) with up to 4% matchFlexible 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 holidayPaid Parental LeaveA variety of medical, dental and vision plan options including Definiti subsidized premiumsCompany-paid life insurance and short-term disability insuranceBonus plan eligibility