Job Description
Introduction
At Guideline, we’re helping Americans save for a better future. Guideline is the only 401(k) provider with a fee-free, full-stack 401(k) offering that automates plan administration and compliance with a platform that directly integrates with many of the most popular payroll providers.
By building transparent and first-of-its-kind software, the Guideline team is combatting what’s unfortunately become the retirement industry status quo -- legacy providers have put profit over the interests of employees, abandoning the goal of the programs in the first place: to give employees the opportunity to save as much as possible for retirement.
With over 3,000 clients and hundreds of millions of dollars in assets under management, in just a couple years of operations, we’re well on our way to making smart retirement planning easy for everyone.
Job Description
Guideline is seeking a Customer Success Manager to join its growing Customer Success Team. This individual will be responsible for developing and maintaining client relationships, serving as the go-to person for clients after onboarding, ensuring they get the most our product has to offer. We are seeking a natural client advocate who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who loves to build relationships.
Responsibilities
- Act as the primary point of contact for our clients
- Own the client experience after the point of onboarding, ensuring our clients are supported and satisfied
- Drive product value by introducing new features and products to our clients
- Execute routine analyses for onboarded plans to ensure plan client success
- Manage 401(k) plan design changes and upgrades for Guideline clients
- Advocate for client product features; provide user feedback for new product features
- Collaborate cross functionally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help clients
Qualifications
- 3+ years experience in project management, account management, customer care, or Fintech
- Results-driven with exemplary phone, listening, and writing skills
- Experience with customer support platforms and CRMs (Zendesk, Desk.com, Salesforce)
- Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
- Creative and analytical problem-solving skills
- Demonstrated strong verbal and written communication skills
- Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
- Enthusiastic and high energy, but also poised, confident and extremely professional
- CRPS a plus
- Bachelor’s degree preferred or equivalent field-related experience
- Ability to pass background and credit check for employment
As a full-time employee at Guideline, you’ll enjoy:
- An industry-competitive salary
- Full health benefits, with 100% premium coverage for health, vision, and dental
- The freedom to take time when you need it, with an unlimited vacation policy
- Generous paid maternity/paternity leave policies as well as short and long-term disability benefits
- An employer-matched Guideline 401(k)
- Daily catered lunch, in addition to more snacks, coffee, and beverages than you could ever consume
- Computer and monitor setup of your choosing
- A spacious office in San Mateo, steps away from the Caltrain station, that happens to have an on-site beer garden, two Bocce Ball courts, and is conveniently across the street from Blue Bottle and Tin Cup
- The opportunity to work coast to coast: in addition to our HQ in San Mateo, we have a centrally-located office in Portland, Maine
About Guideline
At Guideline, we’re helping people save for a better future. Guideline is the only 401(k) provider that doesn’t charge participants any fees on investments, regardless of the value of their assets or retirement account balance. And for employers, Guideline charges a low, flat rate fee per participant, in contrast to the asset-based fee model predominant in the industry.
By offering a full-stack solution that automates plan administration and compliance, the Guideline team is combatting what’s unfortunately become the retirement industry status quo -- legacy providers have put profit over the interests of employees, abandoning the goal of the program in the first place: to give employees the opportunity to save as much as possible for retirement.
