Senior Relationship Success Manager

Why Great Gray?

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us. 

The Role

Great Gray is looking to add a Senior Relationship Success Manager to our Relationship Success Team.

The Senior Relationship Success Manager is responsible for managing and nurturing asset manager relationships to ensure smooth onboarding, satisfaction, retention, and the achievement of business growth. They act as the primary point of contact for asset manager clients working closely with sales, marketing, operations, legal, compliance and other departments to ensure client needs are met. The Relationship Success Manager plays a key role in driving client retention, engagement, and growth by ensuring clients derive maximum value from the company’s offerings.

Location

This position will can work from our Wilmington, DE office. Great Gray currently supports a hybrid work model with 4 days onsite in the office and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

• Build and maintain strong, long-term relationships with asset manager clients.
• Serve as the primary point of contact for assigned clients, handling inquiries, concerns, and providing solutions to client needs.
• Understand clients’ goals, challenges, and business needs to offer proactive solutions and ensure satisfaction.
• Oversee the onboarding process, ensuring clients successfully client experience
• Facilitate large institutional onboardings with asset manager, operations, legal and external parties
• Conduct Quarterly Business Reviews with asset managers focused on servicing client needs and growing business 
• Address and resolve any issues, complaints, or escalations, ensuring timely resolutions and maintaining a positive relationship with clients.
• Support internal teams on new fund launch process, coordinating with asset manager throughout the process 
• Execute communication plans with asset managers on new processes, enhancements, and changes
• Partner with sales, marketing, and key accounts manager on sales execution strategies 
• Regularly check in with clients to ensure their needs are met and they are satisfied with the services provided.
• Maintain up-to-date records on client interactions, account health, and service usage through CRM tool.
• Complete other related duties as assigned

• Bachelor’s degree and a minimum of 7 years of related experience or in lieu of a degree, a combined minimum of 11 years higher education and relevant experience
• Specific financial services experience working with/supporting asset managers and record keepers; narrow experience in the defined contribution market is a huge plus
• Strong communication and interpersonal skills
• Excellent problem-solving and conflict-resolution abilities
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Proficient with CRM tool (e.g., Salesforce)
• Intermediate to advanced Microsoft Office/365 skills Business/technical writing skills
• Project management skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Comfortable navigating ambiguity.
• Entrepreneurial mindset to bring best practice ideas to the team.
• Exhibits our Great Gray attributes: Results-Driven, Innovative, Resilient, and Decisive.

Benefits

We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:

Be an integral part of an early-stage, high-growth organization!

Hybrid work environment

Competitive compensation package including 401(k) with elective and non-elective match opportunities

Lifestyle spending allowance program

Medical, Dental, Vision Insurance

Employer-paid life and disability insurance

Generous paid time off program

Company Background 

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $185 billion in CIT assets, across more than 700 funds. We proudly work with 75 subadvisors, including leading firms such as Alliance Bernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James. 

CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401Ks. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.

Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.

Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.

Investor Background 

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $28 billion and has completed over 150 platform investments. MDP invests across five dedicated industry verticals, including basic industries; business and government software and services; financial and transaction services; health care; and telecom, media, and technology services.

Equal Employment Opportunity Policy

Great Gray, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.