Client Account Manager

Role Summary

The Client Account Manager serves as the operational and administrative contact at T. Rowe Price (TRP) for a portfolio of TRP’s full-service, defined contribution institutional clients and is accountable for their clients’ administrative and recordkeeping service experience. As the primary point of contact for clients and their advisors, the Client Account Manager is responsible for building relationships with plan contacts, providing oversight and coordination of the daily operation of the plan, developing a strategy to aid in client retention and ensure client satisfaction and consulting with clients on operational best practices to achieve efficient and reliable plan operation.

Responsibilities

• Plan Administration – Oversees and manages the outsourcing of plan administration, meeting internal and external deadlines, to ensure operational excellence. Maintains a schedule for plan activities; leads client meetings, conference calls, and discussions for client campaigns. Effectively prioritizes work with minimal oversight to ensure deadlines are met and client inquiries and needs are fulfilled. Analyzes escalated/sensitive plan and participant issues based on consultative client discussions and research. Using independent judgment and discretion, determines the appropriate course of action and/or whether escalation is required in order to maintain client satisfaction/retention and mitigate financial exposure/impact on both T. Rowe Price and clients. Manages and directs cross-functional teams regarding client problem resolution, enhancement of services, and upgrade of systems. Directs, guides, and manages retirement plan activities in accordance with ERISA and DOL policies and plan guidelines. Keeps all interested parties up to date at all times.
• Strategy and Consultation – Consults with and develops strategy for the assigned portfolio of RPS clients to maintain and enhance the overall relationship. Participates in consultative dialogue when attending client meetings in order to research and understand key client objectives, metrics, goals and course correction. Develops, presents, and implements strategies that offer mutual value for both client and TRP through operational reviews to improve plan administration and achieve client’s goals. Works in partnership with the Relationship Management team, RPS Operations business partner and RPS Sales to build future client retention and brand strategies.
• Project Work – Participates and assists in assigned interdepartmental projects to help execute project initiatives and supply technical expertise. Works with peers and leaders in Client Admin to collect feedback and answers in regard to necessary decisions, and relays info back to the project group to provide proper Client Administration perspective to ensure the best outcomes for our clients.
• Sales – Participates in growing the firm by partnering with RPS Sales to bring in new clients. Participation includes but is not limited to attending sales finalist presentations and presenting the value of their role to the prospect. Travel may be required for Sales or Client visits and at times may be with limited notice.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 2+ years of total relevant work experience

Preferred:

• Advanced knowledge of T. Rowe Price products and services, the defined contribution business, and ERISA
• Qualified 401(k) Administrator (QKA) credential

Finra Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for full time remote work.