Client Success Coordinator
Vestwell
WHO ARE WE?
There are over 30M small businesses in the United States, but only a tiny fraction of them have a workplace savings program in place. As the savings gap in the country widens, it’s imperative that every worker has access to and participates in their company’s savings program, such as a 401(k) or 403(b). We believe that American workers should have easy access to an inexpensive, flexible, and intuitive solution to save for a brighter future.
Unfortunately, prior to Vestwell, small businesses have been neglected and underserved, with expensive, inflexible, poorly designed offerings built on old, mainframe software. Vestwell is changing that, starting with rebuilding the core infrastructure for the modern era.
Vestwell’s north star is to be the engine behind a $30T industry, powering all payroll-deducted workplace savings programs for small-to-midsize businesses, such as 401(k), 403(b), IRA, emergency savings accounts (ESA), health savings accounts (HSA), 529 college savings, and alike.
Vestwell’s focus is to build the most flexible, powerful workplace savings and investment platform, delivered through the hands and minds of their financial services partners with the help of payroll provider partners. The team at Vestwell makes the hard stuff look easy, by combining the expertise of financial advice with the sophistication of a technology provider.
As a result, workplace providers are able to bestow the advice and solution employers and employees have been asking for, while growing and scaling along the way. Employers get a cost-effective solution designed for their needs without all the headaches, and employees get a user-friendly portal that helps them achieve their long-term saving goals.
WHY VESTWELL?
With backing from leading FinTech investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of a much-needed change in a 40-year old industry. Our team believes in the mission we’ve set out to achieve and we are working hard to get there. We’re ambitious, honest, thoughtful, and fun.
Who are we looking for?
Vestwell is expanding and we’re excited about adding a Client Success Coordinator to our client-facing team who is passionate about our mission to close the savings gap in America. At a high level, we’re looking for someone who pays attention to detail, has great communication and problem-solving skills, can successfully juggle multiple priorities at once, and is a confident self-starter. Ideally, you have spent at least 1 year in a client-facing role.
What will you be doing?
A key component of Vestwell’s mission to empower workplace savings is to make it easy and painless. A CSM’s primary objective is to establish strong relationships with advisors, positioning themselves as an integral part of their practice and a key contributor to their success in the retirement space. As a Client Success Coordinator, you will play a pivotal role in supporting our team to reach this objective, understanding our advisors' goals, and driving repeat business.
As a Client Success Coordinator your day-to-day tasks will include:
- Partnering with CSMs and their top advisors to identify new opportunities for value creation.
- Managing a small book of business consisting of advisor relationships.
- Proactively identifying upsell and cross-sell opportunities on the back-book for the team.
- Supporting the team in meeting our KPIs, including revenue targets.
- Supporting CSMs with the scheduling and preparations for advisor business reviews, covering plan status updates and plan health checks.
- Partnering with CSMs and/or advisors to conduct education meetings for plan participants.
- Supporting the creation and maintenance of a comprehensive wiki and knowledge base for the team.
- Managing administrative requests from advisors, as well as maintaining and updating records within our CRM.
- Answering the general inbound phone lines, channeling inquiries to the appropriate teams, and ensuring follow up completion.
Requirements
The Necessities
- 1 year experience in a client facing role.
- Strong commitment to delivering superior service.
- Ability to collaborate effectively across teams.
- Open to working in a fast-paced environment.
- Positive and proactive attitude.
- Proficiency in Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories, as we operate as a paperless office.
- Excellent attention to detail and accuracy.
The Extras
- Knowledge of retirement plans and financial products
- ASPPA certifications or credentials.
The expected salary range for this position is $50k-$55k plus variable. 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 a growth stage startup 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 an open vacation policy. We have adopted a remote-hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks!) to work effectively remotely. 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.
For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team.
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