Vanguard Hiring for Client Success Executive Job at Malvern, PA Full Time

Advocate for all investors!

At Vanguard, our core purpose is to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. We put our investors first in all we do, and because of it, our clients have entrusted $7.5 trillion of their hard-earned savings with us.

Within our Institutional Investor Group (IIG), we manage $1.7 trillion in assets, providing institutional clients, plan sponsors, and participants with recordkeeping, investment, and advice services, largely in defined contribution plans such as 401(k)s. Our mission is to give participants in these plans the best chance for retirement success. We are operating as one team to deliver the best that Vanguard has to offer across full service, investments, advice, and products—to all clients, across all channels.

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 closely with a Client Account Director or Executive 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.

What it takes

• 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.
• Works collaboratively to create growth opportunities and sets team up for success in winning and retaining business.

Qualifications

• Minimum of five years related work experience. Three years’ experience in Financial Services and Relationship Management strongly preferred.
• Undergraduate degree or equivalent combination of training and experience.
• Defined contribution experience highly preferred.
• Series 6 and 63 regulatory license and/or registration (e.g., FINRA, state, SFC) is required or must be obtained within 90 days.

Special factors

• Travel requirement up to 25%.
• Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.