Client Success Executive

As a Client Success Executive, you are responsible for the retention, satisfaction, and health of the clients in your book of business. You will work to provide day-to-day support for your clients and deliver on the client strategy. You will proactively evaluate and assess client needs to drive usage of Vanguard products and services and improve client outcomes. And you will maintain long-term relationships with clients that are critical to Vanguard's success through mutual trust and loyalty.

This critical role:

• Is responsible for plan sponsor retention and satisfaction and increasing net promoter score.
• Understands client goals and executes on those commitments.
• Regularly checks in on plan health and recommends next steps to drive positive client and participant action; navigates organizations internally to gain deeper access.
• Surfaces potential growth play opportunities, partnering with Client Account Director or Executive to implement.
• Identifies additional related investment and service needs based on probing client's investment strategy and needs.
• Prioritizes client interactions based on potential, complexity, and need. Reviews book of business for continued opportunities and potential to gain additional business.
• Supports the project management of RFI/RFP activities.
• Proactively follows up with clients to encourage their consideration of Vanguard's offerings.
• Strategically manages and evaluates client relationships to recommend service and plan changes to clients that results in operational efficiencies and highest quality of service.
• Proactively resolves complex client issues related to products, services, or processes. Processes may not be clearly defined and may require creative solutions.
• Facilitates creation of service solutions for clients, requiring cross-team connections to address gaps in process or services that are not easily defined or clearly owned by any single team.
• Ensures service is provided that exceeds client expectations.
• Diligently leverages and reinforces client support structure to maximize their time with clients.

• Broadens complex relationships with existing clients. Identifies opportunities and strategies related to recordkeeping and client services. Supports strategy planning for a book of business. Tracks growth opportunities, contributes to business planning activities, and supports client account retention.
• Evaluates client needs through consultations. Researches service improvement options and strategies to meet client needs. Uses strong relationship management skills and knowledge of client needs to create relationship plans and help clients develop financial goals.
• Resolves complex client issues related to products, services, or processes. Processes may not be clearly defined and may require creative solutions.
• Facilitates the creation of service solutions for clients, requiring cross-team connections to address gaps in process or services that are not easily defined or clearly owned by any single team.
• Uses technical knowledge of Vanguard funds, products, and services to proactively identify opportunities to strengthen the client relationship.
• Participates in special projects and performs other duties as assigned.

• Minimum of five years related work experience. Three years experience in Financial Services and Relationship Management preferred.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.
• Strong relationship management skills.
• Ability to understand and articulate client needs.
• Ability to oscillate between meeting demands of fast-paced environment and taking time to ensure strategic and thoughtful approach with clients.
• Excellent analytical skills with ability to bring innovative solutions to complex situations.
• Strong executive presence, poise, and presentation skills; is clear, compelling, credible communicator; is persuasive and influential.
• Knowledge of retirement plan regulations; strong knowledge of competitive environment required.
• Works collaboratively to create growth opportunities and sets team up for success in winning and retaining business.
• Ability to travel.