Manager, Client Relationship Management

The posting, as Human Interest wrote it

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.

About the role

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.

What you get to do every day

• 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.

What you bring to the role

• 2+ years of experience in a customer-facing leadership role, with a proven track record of managing high-performing teams and resolving complex customer escalations.
• 1+ years of experience in the retirement industry, demonstrating a comprehensive unde

[…]
ace 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@humaninterest.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 @ humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.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.

See more: https://humaninterest.com/disclosures