Client Success Manager II - 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 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.