Retirement Plan Client Success Manager

ADP, Inc.; Louisville (TN); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ADP is seeking a Client Service Manager II in a hybrid role, combining in-office collaboration with remote work. You will maintain relationships with clients, serve as the primary contact for retirement plan services, and ensure high client satisfaction and retention.

The role requires 3+ years of related experience and a Bachelor's degree, with preferred ASPPA QKA and payroll/401(k) knowledge. Strong communication, multitasking, and problem-solving skills are essential.

Qualifications

• 3 or more years of Directly Related Experience
• Bachelor's Degree or its equivalent in education and experience
• ASPPA QKA PREFERRED

Responsibilities

• Proactively discuss and/or support products and services, and plan design with plan sponsors.
• Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.
• Alerts management and other appropriate parties of critical client issues where appropriate.
• Maintain a basic understanding of the types of investments in each retirement plan and be a LIASON for client questions.
• Assess, recommend and/or create custom client and participant Education Program(S) and schedule participant education workshops with the plan sponsor.
• Request employee education workshops and literature.
• Conduct and/or support in-person Annual Plan Reviews for all plans with assets greater than $10m.
• Conduct and/or support Annual Plan Reviews via conference call for plans under $10M or in person as necessary.
• Assist Sales in pre-sales meetings by attending in-person or via conference call as necessary.
• Communicate and/or support compliance testing results and recommend options to improve results (if necessary).
• Monitor plan documents for adherence to applicable rules and regulations.
• Assist and/or support clients in complying with year end requirements such as minimum distribution requirements, forfeiture reallocation, 5500 preparation and Audit Package preparation and reconciliation.
• Monitor profitability of clients and recommend appropriate revenue generating products and services.
• Proactively seek out and/or support additional revenue opportunities such as M-A activity or payroll additions.
• Provides mentoring - constructive feedback to new associates on a consistent basis.
• Effectively handles escalated calls.
• Assists in phone monitoring duties.
• Proactively assists with critical clients.
• Coordinates and peer reviews plan changes and acquisitions.
• Keeps management abreast of any trends visible through all client interactions, operational data and clarify cases.

Skills

Communication skills

Relationship building

Time management

Presentation skills

Listening skills

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Omni Plus

Power Image

Clarify

Job description

ADP is seeking a Client Service Manager II in a hybrid role, combining in-office collaboration with remote work. You will maintain relationships with clients, serve as the primary contact for retirement plan services, and ensure high client satisfaction and retention.

The role requires 3+ years of related experience and a Bachelor's degree, with preferred ASPPA QKA and payroll/401(k) knowledge. Strong communication, multitasking, and problem-solving skills are essential.