Client Services Team Manager

Location

Hybrid - US

Type

Full Time

Benefits:
  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Parental leave
Firm Overview
PlanPILOT is a retirement plan consulting firm providing services to corporations, non-profits, and higher education institutions. Our fast-growing, Chicago-based firm was founded in 2011 and has quickly developed into an industry-leading company within our niche. Our expanding, but cohesive, team consists of individuals with a very entrepreneurial and proactive mindset - many of whom have worked for larger organizations and now appreciate the freedom of working for a smaller, growing company. At PlanPILOT, decisions are made efficiently, and contributions are meaningful at all levels of the organization; we celebrate our successes together and pitch in to ensure our clients benefit from our team's best thinking.

Role Description
The role of the Client Services Team Manager (CSM) is to support the day-to-day needs of PlanPILOT’s clients in the context of our services as well as to lead and manage the greater Client Services Team's efforts. The CSM will work closely with the firm’s senior consultants and Managing Director to ensure client deliverables are executed in a timely manner and to the highest standard of quality.  In addition, it is expected that the Client Services Team Manager will ultimately fulfill the role of managing those on the client services team and foster the development of their team as a whole. To successfully carry out the role, the CSM is expected to gain an understanding of the intricacies of our client base, work efficiently on a wide range of client projects, and build/maintain an understanding of the retirement planning industry and PlanPILOT’s processes.

What You’ll Do:
Support our retirement plan consultants and clients

  • Directly support a dedicated book of clients
  • Onboard new client relationships
  • Lead benchmarking exercises for clients (e.g., service provider RFPs)
  • Train new clients on fiduciary responsibilities and best practices
  • Assist clients in fulfilling compliance requirements
  • Track and facilitate governance documentation for clients
  • Provide day-to-day support to consultants for client requests
Support the PlanPILOT Team + Lead the Client Services Team

  • Research and develop quarterly fiduciary training topics for clients
  • Maintain knowledge on important legislation affecting clients
  • Track trends and insights within client base
  • Ensure client databases are appropriately updated and maintained
  • Implement SOPs at the firm and team level and identify opportunities for internal process improvement
  • Provide project management and mentorship support for other Client Service team members
This is not an exhaustive list of job responsibilities or duties.

Required Qualifications:
Bachelor's degree
5+ years of experience in client services within the financial services industry
Leadership, mentorship or management skills or experience
Passing score or better on Attention to Detail Assessment presented during interview process
Energy, enthusiasm and flexibility to take on whatever is needed to support the firm
Must be comfortable being client-facing; preferably with experience presenting to clients
High level of professionalism in interactions with clients and consultants
Highly motivated individual with ability to work autonomously and as a part of a team
Strong attention to detail and ability to navigate several assignments simultaneously
Excellent communication skills, both written and verbal 
Demonstrated success in client relationship management and retention
Forward thinking mindset with the ability to identify ideas to build out efficiencies within the firm
Strong data analysis skills

Preferred Qualifications:
Direct experience with or knowledge of defined contribution plans
Above average proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
Experience working with a CRM
Leadership, mentorship or management skills or experience
General understanding of investments and investment products
Demonstrated knowledge of retirement plan landscape including fiduciary topics, recordkeepers and general retirement plan trends

What to know about PlanPILOT:
We believe in the flexibility of a hybrid work model. Monday and Friday are remote workdays with a corresponding expectation to be in our office Tuesday, Wednesday and Thursday.
Our office is downtown Chicago; a short walk from both Union and Ogilvie transportation centers, and the Quincy CTA stop

Flexible work from home options available.

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