Client Service Manager

SMOOTH 401K

Position Overview

The Client Service Manager plays a critical role in delivering exceptional client service and experience to our retirement plan participants. This position serves as the primary point of contact for plan sponsors, ensuring smooth day-to-day plan operations while proactively supporting compliance, service coordination, and client satisfaction. The ideal candidate is detail-oriented, relationship-driven, and comfortable wearing multiple hats in a small, growing 401(k) firm.

Key Responsibilities

Client Relationship Management

•Serve as the primary contact for assigned 401(k) plan sponsors

•Build strong, long-term relationships through proactive communication and responsiveness

•Coordinate client meetings, annual reviews, and ongoing service touchpoints

•Assist with client education initiatives and service enhancements

Plan Administration & Operations

•Oversee day-to-day servicing of retirement plans in coordination with recordkeepers, TPAs, custodians, and advisors

•Manage plan onboarding, conversions, and implementation processes

•Support annual compliance activities including nondiscrimination testing, Form 5500 preparation, and plan audits

•Monitor service deliverables and follow up to ensure accuracy and timeliness

Problem Resolution & Service Coordination

•Troubleshoot participant and plan sponsor issues and escalate when necessary

•Act as a liaison between clients and service providers to ensure efficient resolution

•Track service requests and ensure consistent follow-through

Process Improvement & Firm Support

•Help develop and refine internal workflows, documentation, and best practices

•Maintain accurate client records and service notes in CRM and plan systems

•Support special projects, client communications, and firm initiatives as needed

• 3+ years of experience in 401(k), retirement plan administration, or financial services client support

• Working knowledge of 401(k) plans, ERISA concepts, and retirement plan operations

• Strong organizational skills with exceptional attention to detail

• Excellent written and verbal communication skills

• Ability to manage multiple priorities in a fast-paced, small-business environment

Preferred

• Experience working with recordkeepers and third-party administrators (TPAs)

• Familiarity with plan testing, compliance, and Form 5500 processes

• CRM and retirement plan software experience

• Industry designations (QKA, QPA, CPFA) a plus, but not required

What We Offer

• Collaborative, team-oriented culture in a growing firm

• Meaningful client relationships and visible impact on client success

• Competitive compensation based on experience

• Opportunities for professional growth and expanded responsibilities

• Flexible work environment

• Salary commensurate with experience