Manager of Client Relationship Management

1 мес. назад

USALead

Lead a team to deliver excellent client relationship management services in a high-growth fintech company.

Обязанности

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.

Требования

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.
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.
Possession of a QKA or QKS designation, or a commitment to begin the certification process within 30 days of hire.
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.
Ability to navigate complex tools and resources to drive results and optimize processes without direct oversight, leading with autonomy and customer obsession.
Exceptional organizational and data aptitude; able to manage team caseloads, prioritize competing deadlines, and oversee multiple high-visibility projects.
Ability to communicate with confidence, professionalism, and empathy across all levels of an organization, from internal stakeholders to executive-level client partners.
Ability to remain composed in high-stress situations while conveying empathy for both customers and employees, especially during critical escalations.
Exceptional attention to detail and a strong aptitude for analyzing data to identify trends and improve team performance.

Условия

Define and communicate service delivery strategies for high-visibility plan sponsors to ensure an exceptional experience for our highest-revenue clients.
Translate customer objectives into team strategies that maximize plan value and reduce administrative burdens for clients and partners.
Oversee account manager engagement to ensure timely, effective communication and the appropriate negotiation of client priorities.
Cultivate cross-functional internal relationships to serve as a strategic escalation point for complex issues across the book of business.
Manage team caseloads and performance with a focus on maintaining high retention rates and anticipating client needs.
Resolve systemic operational hurdles to ensure permanent resolution of recurring issues and improve the overall client experience.
Govern compliance with Service Level Agreements (SLAs) to ensure timely service delivery for critical and sensitive partners.
Drive operational excellence by optimizing processes and tools that empower the team to resolve escalations and identify growth opportunities.

Другое

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.  
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.
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 BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.
Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.
Join Human Interest and make a lasting impact by shaping the future of retirement.
Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 
Customer obsession : We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
Long-Term Orientation : We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
Autonomous and Accountable Teams : We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
An Escalating Bar for Talent and Performance : We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
Fundamental Optimism : We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.
Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $100,000 - $110,000 annually   and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a
Benefits - 
A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
Top-of-the-line health plans, as well as dental and vision insurance
Competitive time off and parental leave
Addition Wealth:  Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
Lyra: Enhanced Mental Health Support for Employees and dependents  
Carrot: Fertility healthcare and family forming benefits
Candidly:  Student loan resource to help you and your family plan, borrow, and repay student debt
Monthly work-from-home stipend; quarterly lifestyle stipend
Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.
We’re a great place to work (but don’t take our word for it) 
Here’s a list of our awards and accolades:
Certified as a Great Place To Work® (2023-2025)
Fortune Best Place to Work in the Bay Area (2024)
Best Places to Work by Built In (2023-2024)
America’s Best Startup Employers by Forbes (2020-2022, 2024) 
A Top Company by Y Combinator (2020-2023)
Inc. Fastest Growing Companies (2021)
Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.
We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@.com . Protect yourself against fraud and identity theft . Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @ .com email address. If you have questions, please reach out to us directly at careers@.com
Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 
Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.
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