Manager, Client Relationship Management

About this role

<div class="content-intro"><p><img src="https://hi-contentful.imgix.net/4xN7JhmwCRuz3y9M8L8CF7/5c244c52cfc982bd1a348a80dc35d43b/hi-logo-new.svg?auto=format&ixlib=react-9.0.3&h=40&w=132&q=50&dpr=2" alt="hi-logo" width="132" style="max-width: 100%;"></p></div><p><strong>Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.</strong> </p> <p>More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.</p> <p>We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as <a href="https://www.globenewswire.com/news-release/2023/01/13/2588448/0/en/Human-Interest-and-BlackRock-Join-Efforts-to-Expand-Access-to-Retirement-Plans-for-Working-Americans.html#:~:text=Human%20Interest%20has%20secured%20approximately%20%24500%20million%20in%20funding%20to%20date&text=NEW%20YORK%20and%20SAN%20FRANCISCO,businesses%20across%20the%20United%20States.">BlackRock</a>, <a href="https://www.globenewswire.com/news-release/2021/08/04/2274611/0/en/The-Rise-Fund-Leads-200M-Series-D-Investment-in-Human-Interest-to-Accelerate-Growth-and-Societal-Impact.html">TPG (The Rise Fund)</a>, SoftBank, <a href="https://www.globenewswire.com/news-release/2021/02/11/2174214/0/en/Human-Interest-Completes-105M-Series-C-Following-Breakout-Year-in-2020.html">Glynn Capital</a>, NewView Capital, USVP, Wing, Uncork, and more.</p> <p><strong>About the role</strong></p> <p>As the Manager of Client Relationship Management, you are responsible for leading the excellent delivery of services through a culture of imaginative thinking and decisive leadership. You will direct a team of relationship managers in cultivating robust, long-term partnerships, ensuring that the strategic needs of our most critical accounts are met with innovative solutions and expedited support. This position requires the ability to lead cross-functional teams and collaborate with key stakeholders to solve complex issues, transforming client challenges into opportunities for sustainable growth. Through comprehensive oversight and bold strategy, you will ensure the account management function remains a pivotal driver of customer satisfaction and revenue expansion.</p> <p><strong>What you get to do every day</strong></p> <ul> <li>Define and communicate service delivery strategies for high-visibility plan sponsors to ensure an exceptional experience for our highest-revenue clients.</li> <li>Translate customer objectives into team strategies that maximize plan value and reduce administrative burdens for clients and partners.</li> <li>Oversee account manager engagement to ensure timely, effective communication and the appropriate negotiation of client priorities.</li> <li>Cultivate cross-functional internal relationships to serve as a strategic escalation point for complex issues across the book of business.</li> <li>Manage team caseloads and performance with a focus on maintaining high retention rates and anticipating client needs.</li> <li>Resolve systemic operational hurdles to ensure permanent resolution of recurring issues and improve the overall client experience.</li> <li>Govern compliance with Service Level Agreements (SLAs) to ensure timely service delivery for critical and sensitive partners.</li> <li>Drive operational excellence by optimizing processes and tools that empower the team to resolve escalations and identify growth opportunities.</li> </ul> <p><strong>What you bring to the role</strong></p> <ul> <li>3+ years of experience in a customer-facing leadership role, with a proven track record of managing high-performing teams and resolving complex customer escalations.</li> <li>5+ years of experience in the retirement industry, demonstrating a comprehensive understanding of 401(k)/403(b) plan functions and the retirement product life-cycle.</li> <li>Possession of a QKA or QKS designation, or a commitment to begin the certification process within 30 days of hire.</li> <li>Demonstrated ability to lead and mentor a team in a fast-paced environment, leveraging internal subject matter experts to resolve issues for critical partners and high-revenue clients.</li> <li>Ability to navigate complex tools and resources to drive results and optimize processes without direct oversight, leading with autonomy and customer obsession.</li> <li>Exceptional organizational and data aptitude; able to manage team caseloads, prioritize competing deadlines, and oversee multiple high-visibility projects.</li> <li>Ability to communicate with confidence, professionalism, and empathy across all levels of an organization, from internal stakeholders to executive-level client partners.</li> <li>Ability to remain composed in high-stress situations while conveying empathy for both customers and employees, especially during critical escalations.</li> <li>Exceptional attention to detail and a strong aptitude for analyzing data to identify trends and improve team performance.</li> </ul> <p> </p> <p><strong>Why you will…