Senior Client Relationship Manager - Hybrid (Walnut Creek, CA)

The Senior Client Relationship Manager partners closely with Plan Advisors and internal specialists to develop relationship strategies, support fiduciary wellness, and drive timely execution of ongoing plan governance, benchmarking, and participant engagement activities. The ideal candidate is self-directed and resourceful, able to anticipate needs, navigate complex questions by leveraging available resources, and collaborate effectively within a team environment to deliver consistent, high-quality outcomes.

Essential Duties and Responsibilities (include but are not limited to): 

• Own and manage the client relationship end-to-end as a non-producing relationship manager, serving as the primary point of contact for plan sponsors and provider partners.

• Provide excellent client service that aligns with our company’s values and reputation.

• Partner with the Plan Advisor to build and execute annual service and relationship plans, including governance calendars, deliverables, and client communications.

• Participate and collaborate with the retention team’s client servicing efforts and practices.

• Organize fiduciary review meetings, coordinate with provider partners on action items and deliverables, and create agendas, meeting minutes, and follow-up communications.

• Review and prepare quarterly investment and fiduciary reports and support benchmarking and fee analysis activities.

• Update client records and workflows in Salesforce (CRM) and fi360/Toolkit® (investment monitoring system) to ensure accurate documentation and follow-through.

• Research client inquiries regarding plan compliance and operations, proactively leveraging internal resources and escalating appropriately to advisors, specialists, and external partners.

• Work with service partners to provide day-to-day support to plan administrators and participants.

• Oversee plan conversion projects, coordinate implementation timelines, and support provider relationship management.

• Work with internal OneDigital partners on joint client initiatives and bring the right experts to the table to solve client needs.

• Facilitate participant education initiatives and collaborate with lead financial coach(es) assigned (as applicable).

• Support and facilitate year-end compliance processes and plan audits as needed.

   

Qualifications, Skills and Requirements: 

• To succeed in this role, you bring initiative and a positive can-do mindset, with demonstrated ability to manage multiple client relationships end-to-end in a consultative, non-producing capacity.

• You can identify and act on change signals within client organizations to help protect retention and surface growth opportunities in partnership with the Plan Advisor and internal teams.

• You are self-directed and resourceful. You proactively identify what needs to be done, locate the right information and partners, and drive issues to resolution with strong attention to detail and follow-through.

• You demonstrate exceptional interpersonal and relationship management skills, communicate clearly in writing and verbally, and can adjust your communication style to the audience and setting (including presenting in client and committee meetings).

• You are highly organized with strong time and priority management skills, and you collaborate effectively within a team environment, including partnering with Plan Advisors, internal specialists, and external service providers.

• You are adaptable in a rapidly changing business and technology environment and stay current on industry, regulatory, and business best practices.

• You must acknowledge and adhere to OneDigital’s Code of Ethics.

Education, Training and Experience: 

• Five to 10 years of experience in the financial services industry, with direct experience supporting retirement plan clients (e.g., 401(k), 403(b), and/or non-qual plans).

• Demonstrated experience managing ongoing client service delivery and complex workflows across internal and external stakeholders.

• Strong understanding of capital markets and retirement plan investment vehicles.

• FINRA Series 65 required (or ability to obtain within 3 to 6 months of hire).

• Working knowledge of ERISA and other retirement plan-related regulations (e.g., DOL, IRS).

• Proficiency with Microsoft 365 (Word, Excel, PowerPoint, Teams), SharePoint, Zoom, and Salesforce.

• Professional designations (such as C(k)P, CPFA, AIF) preferred but not required.