Senior Associate, Employer Services Account Manager

Vestwell; Scottsdale (AZ); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Company Bonus Pool

New-hire equity

Hybrid in-office model

Job summary

Vestwell is seeking a Senior Associate, Employer Services Account Manager to manage and grow high-value employer client relationships while delivering a seamless, high-quality service experience.

You will work with internal teams—Product, Operations, and Legal & Compliance—to resolve complex issues, identify opportunities for Vestwell products, and ensure client satisfaction. This hybrid role is based in Scottsdale with possible remote flexibility for exceptional candidates.

Qualifications

• College degree or equivalent customer service experience.
• 2–4 years of retirement industry experience.
• Strong time management and organizational skills.
• Excellent attention to detail and accuracy.
• Proficiency with Excel/Google Sheets, Word/Google Docs, and Adobe Acrobat.

Responsibilities

• Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms, addressing post-onboarding needs such as plan design changes, year-end testing, education, and ongoing inquiries.

Skills

Customer service

Time management

Multitasking

Attention to detail

Education

College degree

Tools

Excel/Google Sheets

Word/Google Docs

Adobe Acrobat

Job description

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell’s platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers.

Who Are We Looking For?

We are looking for a dynamic and experienced Account Manager to join our team. The Account Manager will be responsible for retaining our top ARR clients & pooled plans and providing exceptional service to ensure client satisfaction and loyalty. Successful candidates will support incoming employer plan inquiries, change orders, proactive outreaches, ongoing client reviews, and collaborate with multiple cross‑functional teams across the organization.

What Will You Be Doing?

As a Senior Associate, Employer Services Account Manager, you will act as a strategic, independent contributor responsible for managing and growing high‑value employer client relationships. This role requires sound judgment, strategic thinking, and autonomy to resolve complex plan and service issues. You will serve as a trusted advisor to clients while collaborating cross‑functionally to deliver a seamless, high‑quality service experience.

Responsibilities

• Client Relationship Management: Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms, addressing post‑onboarding needs such as plan design changes, year‑end testing, education, and ongoing inquiries.
• Strategic Advisory: Work closely with clients to understand business goals and challenges, identifying opportunities to introduce additional Vestwell products and solutions.
• Cross‑Functional Collaboration: Partner with internal teams—Product, Operations, and Legal & Compliance—to resolve complex client issues, escalating when appropriate, and ensure client needs are met efficiently.
• Proactive Outreach & Service Optimization: Conduct proactive outreach to identify service gaps, platform opportunities, and relay the voice of the client to internal stakeholders.
• Process & Playbook Development: Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth.
• Problem Solving & Escalation Management: Handle escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary.
• Client Communication & Trust‑Building: Serve as the primary point of contact for inbound client inquiries, communicating clearly, professionally, and empathetically to foster long‑term relationships.
• Documentation & Reporting: Maintain accurate records of client interactions, service tickets, and account updates in internal systems to ensure transparency, continuity, and audit readiness.
• Service Level Adherence & Workload Management: Prioritize and manage workload effectively, meeting client‑facing and internal service‑level expectations while exercising independent judgment.

Requirements

• College degree and/or equivalent customer service experience.
• 2‑4 years of retirement industry experience.
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.
• Strong time‑management and organizational skills to ensure timeliness of all proactive and reactive communications.
• Strong commitment to superior customer service.
• Positive and proactive attitude.
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories in a paperless office.
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations.

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell’s hybrid in‑office operation. For exceptional candidates, we’re open to hiring the role fully remote.

The expected base salary range is $70,000–$80,000. The position is eligible to participate in the Company Bonus Pool and to receive new‑hire equity.

Benefits

We prioritize employee wellbeing through comprehensive health benefits, generous time off, a dedicated Employee Wellbeing Committee, and a competitive 401(k) plan. Our hybrid work model offers flexibility while providing access to collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale.