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Retirement - Client Services Manager

Navia Benefits

(Remote)

Position Summary

The Client Service Manager is critical in providing consultative support, strategic guidance, and relationship management for retirement plan clients. This position ensures best practices in plan design, compliance, and stakeholder engagement, while supporting sales initiatives and driving client satisfaction. Responsibilities include being the client’s trusted partner and go-to resource for all items related to the retirement plans; building and maintaining deep relationships with clients and their advisors by bringing insights, proactive management, communication, education, and problem-solving skills to the client’s retirement plan experience. This includes consulting with the client to design and maintain a plan that best meets the client’s business objectives while avoiding regulatory pitfalls; ensuring plans stay compliant with current regulations, and that clients understand the implications of current and future regulatory requirements; avoiding plan and participant compliance issues and resolving them as they arise. The Client Service Manager works with the client, the client’s payroll provider, and Navia’s internal operations and data management teams to ensure that the plan runs as smoothly and efficiently as possible. The Client Service Manager also champions the participant experience, providing education and bringing ideas to the participant service and Marketing and Communications team, operations, and upper management to improve the experience.

To be this trusted partner, the Client Service Manager must stay current on industry regulations and maintain professional certifications. This role is responsible for ensuring our clients understand all the services Navia provides and the benefit of consolidation to the client and their employees.

Essential Functions

Client Management & Consulting

• Advise clients on plan design best practices and compliance strategies.
• Lead the process of designing the client plan to optimize the balance of client objectives, participant needs, and regulatory risks.
• Provide scenario modeling and plan analysis to clients on potential plan design changes, funding options, and other analytical requests.
• Provide consulting on plan failures, ensuring corrective actions align with regulatory requirements.
• Maintain strong relationships with clients, advisors, and third-party vendors to ensure seamless plan administration.
• Serve as the primary contact for escalated or plan-level issues, ensuring timely resolution.
• Conduct regular client/advisor meetings to review plan performance and recommend improvements.
• Lead discussions on regulatory updates, ensuring clients remain compliant and informed.
• Own client contracting, billing, benchmarking, and fee adjustments as needed.
• Consult on plan terminations, mergers & acquisitions, and oversee associates to ensure smooth transitions.
• To enhance expertise, obtain and maintain ASPPA certifications (minimally RPS; QKA preferred) or NIPA certifications.

Sales & Business Development Support

• Support sales initiatives, including RFPs, demos, and finalist presentations.
• Identify opportunities to cross-sell additional services to enhance client offerings.
• Manage scope and charges for out-of-scope work, ensuring transparency and profitability.

Participant & Education Support

• Conduct education sessions to drive enrollment and re-enrollment.
• Assist the call center when participant education is requested.
• Lead resolution efforts for complex participant issues (e.g., fraud, divorce, death, general education needs).

Operational Excellence & Compliance

• Act as a liaison between clients and data management teams to ensure clean, accurate data.
• Develop Standard Operating Procedures (SOPs) for repeatable tasks to improve efficiency.
• Stay current on regulatory changes, positioning yourself as an industry expert.

Review, analyze, and troubleshoot data issues, working with operations and data management.

Requirements
5+ years of experience in retirement plan administration, client management, and/or consulting.

• Strong knowledge of ERISA, IRS, and DOL regulations related to retirement plans.
• Experience managing stakeholder relationships (clients, advisors, vendors).
• Strong data analysis skills: Ability to analyze plan data, benchmark fees, and recommend improvements. Ability to work with Data Management to analyze data file issues and articulate them to the client’s IT team to address root causes.
• Excellent communication and presentation skills.
• NIPA APA, ASPPA RPS (minimum) and/or QKA/QKC certification (preferred) (or willingness to obtain them within two years of obtaining the CSM position).
• Strong written and verbal communication skills.
• High attention to detail with large volumes of data.
• Ability to self-manage and prioritize a high volume of tasks with strict follow-up and completion deadlines.
• Must be able to create relationships through proactive phone/email correspondence.
• Intermediate/Advanced knowledge of Microsoft Word, Outlook, Excel, Salesforce CRM
• Some travel required.

How to Apply

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