Client Service Manager IV Key Accounts

ADP, Inc.; Louisville (TN); On-site; USD 75,000 - 98,000; Full time

Job summary

ADP Retirement Services in Louisville, KY seeks a 401(k) Client Service Manager IV to be the primary contact for a portfolio of retirement plan clients, delivering consultative support, resolving complex issues, and driving long-term retention through proactive service and partnership.

You will build strong client relationships, partner with sponsors to understand needs, manage plan administration inquiries, and mentor junior associates while collaborating with internal teams to ensure

Qualifications

• 5+ years of experience in retirement services or a related financial services environment.
• Experience supporting 401(k), retirement, or employee benefits plans.
• Strong customer service and relationship management skills.
• Ability to analyze issues, identify solutions, and communicate effectively with clients and internal partners.

Responsibilities

• Serve as the primary point of contact for retirement plan clients regarding day-to-day plan administration and recordkeeping matters.
• Provide consultative support, resolve complex issues, promote client satisfaction, and help ensure long-term retention through proactive service and partnership.
• Build and maintain strong client relationships through proactive communication and ongoing consultation.
• Coordinate with clients to understand business needs and identify opportunities to support their retirement plan experience.
• Lead client reviews, conference calls, and other client-facing meetings as needed.

Skills

Client relationship management

Retirement services

Financial services

Communication skills

Multi-tasking

Problem-solving

Education

Bachelor's degree (not required)

Tools

Excel

PowerPoint

CRM systems

Job description

ADP Retirement Services is Hiring a 401(k) Client Service Manager IV!

At ADP, we're driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn, and grow, we support you all the way.

• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?
• Do you have a passion for helping clients and building long‑term relationships?

If so, this may be the opportunity you've been searching for.

About ADP Retirement Services:

ADP Retirement Services helps organizations simplify retirement plan administration while providing exceptional service and support to plan sponsors and participants. Our Client Service teams serve as trusted advisors, helping clients navigate plan administration, compliance, legislative changes, and overall retirement plan success. To learn more about Client Services at ADP, visit: https://adp.careers/Client_Services_Videos

What You’ll Do: Responsibilities

What you can expect on a typical Day:

As a 401(k) Client Service Manager IV, you will serve as a primary point of contact for a portfolio of retirement plan clients. You will provide consultative support, resolve complex issues, promote client satisfaction, and help ensure long‑term retention through proactive service and partnership.

Client Relationship Management

• Serve as the primary point of contact for retirement plan sponsors regarding day‑to‑day plan administration and recordkeeping matters.
• Build and maintain strong client relationships through proactive communication and ongoing consultation.
• Partner with clients to understand business needs and identify opportunities to support their retirement plan experience.
• Drive client satisfaction, loyalty, and retention through exceptional service delivery.

Retirement Plan Administration

• Support plan sponsors with retirement plan administration, plan design changes, and operational inquiries.
• Communicate compliance testing results and discuss available options when corrective action may be needed.
• Assist clients with year‑end activities, including minimum distribution requirements, forfeiture reallocations, Form 5500 preparation support, audit package preparation, and reconciliation activities.
• Monitor retirement plans for compliance with applicable regulations and industry requirements.

Issue Resolution & Consultation

• Research and resolve complex client inquiries related to payroll, finance, compliance testing, recordkeeping, and retirement plan operations.
• Manage escalated service issues and coordinate resolution across internal teams.
• Communicate status updates and ensure timely follow‑up on open issues and projects.
• Act as a subject matter expert for retirement plan products, services, and operational processes.

Business Partnership & Client Retention

• Conduct proactive outreach to discuss plan performance, participant education, training opportunities, and service enhancements.
• Collaborate with internal business partners to ensure smooth onboarding and transition experiences for new clients.
• Identify retention opportunities and recommend solutions that support client goals and business growth.
• Participate in client reviews, conference calls, and other client‑facing meetings as needed.

Team Leadership & Development

• Provide guidance, mentoring, and technical support to less experienced associates.
• Share best practices and serve as a resource for team members.
• Support training initiatives, coaching efforts, and continuous improvement activities.
• Assist leadership with departmental initiatives, projects, and strategic priorities.

TO SUCCEED IN THIS ROLE:

• 5+ years of experience in retirement services, client relationship management, account management, or a related financial services environment.
• Experience supporting 401(k), retirement, or employee benefits plans.
• Strong customer service and relationship management skills.
• Ability to analyze issues, identify solutions, and communicate effectively with clients and internal partners.
• Strong written, verbal, presentation, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.

A college degree is great but not required. What's more important is having the skills needed to succeed in this role. Other acceptable experiences may include:

• Relevant professional experience as described above; or
• Military experience. We recognize and value the leadership, dedication, integrity, and problem‑solving abilities Veterans bring to the workplace.

BONUS POINTS FOR THESE: Preferred Qualifications

• Knowledge of retirement plan compliance, testing, regulatory requirements, and industry practices.
• Experience utilizing Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Strong presentation and client‑facing communication skills.
• Experience leading conference calls, client meetings, or training sessions.
• Proven ability to build lasting client relationships and influence positive outcomes.
• Strong organizational, time management, and problem‑solving skills.
• Ability to learn and navigate proprietary systems and technology platforms.
• Experience mentoring, coaching, or supporting team development initiatives.

A little about ADP: We are a comprehensive global provider of cloud‑based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down‑to‑earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.