Who You’ll Work With:
We are seeking a Senior Client Service Officer (CSO) within our Defined Contribution (DC) Business Development team. As one of the largest managers of custom target-date funds and a pioneer in retirement income solutions for institutional DC plans, the Senior CSO is crucial in implementing and delivering services for our Institutional Customized Retirement Strategies and Lifetime Income Strategy clients.
The Senior CSO acts as the primary point of contact for clients, coordinating with plan sponsors and their service providers to ensure a seamless experience from initial implementation through ongoing service. The CSO works to deliver the resources of the firm, including investment, operations, communications, and legal teams, to achieve client objectives and timelines. Post-implementation, the Senior CSO provides daily support to, and proactively leads, the plan sponsor relationship related to the administration of the custom target-date funds and lifetime income solutions.
Part of the broader DC Business Development organization, the Senior CSO supports AB’s investment services for large US workplace retirement plans, such as 401(k) plans. The Senior CSO’s client base will include some of the largest and most sophisticated corporate and public retirement plans in the United States. The Senior CSO will need to build and maintain long-term relationships with senior individuals at these plan sponsors, offering client-facing support, managing new client implementations, reviewing and/or producing recurring client deliverables, producing client presentations, providing periodic client updates and making formal presentations to the client and/or their Investment Committee. All actions taken will always place the client’s best interests first and foremost.
The candidate will also serve as an expert resource, staying informed on DC market trends, legislation, communication best practices, product innovation, and competitor activity. Experience in the Asset Management industry, particularly in retirement plan investments and servicing, is required. A strong interest in the market’s impact on the American worker is essential.

What You’ll Do:

• Serving as the main point of contact for our clients; being proactive and accountable for ensuring the cross-functional AB team delivers a consistent, exceptional service.
• Preparing and/or reviewing client deliverables; maintaining a constant attention to detail and striving for 100% accuracy, while also managing to deadlines.
• Developing a thorough understanding of AB’s Defined Contribution implementation model and servicing policies, operational processes, drivers of client satisfaction and cost. The Senior CSO should have the ability to lead a client implementation or significant change management process within the first 12 months in the role.
• Participating in weekly implementation meetings and monthly legal and investment priority meetings.
• Preparing and presenting investment update and servicing-related materials at periodic client servicing meetings.
• Responding timely and effectively to all client requests, coordinating appropriately with the client’s other touch points at AB, as well as other members of AB’s Defined Contribution management team.
• Serving as a senior level advocate for the client within AB and bringing together all necessary resources to deliver on our service obligations.
• Becoming familiar with all client deliverables managed by others within AB’s Defined Contribution team, such as quarterly performance reports and participant fact sheets.
• Understanding all contractual aspects of a retirement plan’s relationship with AB and leading the process for any required amendments or contract updates.
• Working with the Investment teams to facilitate strategic allocation changes, respond to client questions, and present an overall cohesive and responsive investment servicing model to the client.
• Collaborating with internal teams and external partners to ensure plan implementations and changes are completed successfully. This includes:
• Creating and maintaining implementation project plans and facilitating face-to-face meetings and conference calls to work through details;
• Sending communications regarding updates and milestones achieved;
• Proactively escalating problems as needed;
• Finding solutions to obstacles during the implementation process and conducting post-mortem meetings to understand what can be improved;
• Preparing for client and prospect meetings, as needed, and in many cases, presenting;
• Contributing during department meetings, including project meetings, business strategy discussions and operational resource planning.

What We’re Looking For:

• Bachelor’s degree, with 10+ years of experience in the financial services industry, ideally with some experience in asset management, defined contribution, recordkeeping, and/or a client service role.
• The candidate should be highly service-oriented, both proactive and responsive, with a proven ability to take timely actions needed to satisfy client needs.
• Success in this role requires strong organizational skills, analytical skills, attention to detail and the ability to collaborate with internal teams across all levels of the organization, including: Investments, Institutional Sales, Operations, Fund Accounting, Legal, and Participant Communications, etc.
• Exceptional verbal and written communication skills.
• A self-starter able to work independently from his or her manager, effectively engage personnel within AB’s Defined Contribution team and develop strong working relationships with Institutional Advisors and their support staff.
• Good judgment, a strong sense of urgency, and initiative.
• A desire to continue to learn about the industry and AB’s investment strategies.
• Proven track record in meeting deadlines and a keen ability to multi-task and continually reassess priorities.
• Client-focused, highly organized and able to thrive in a fast-paced environment.
• Adept at synthesizing data to arrive at a compelling conclusion/tell a story.
• Collaborative and open to other viewpoints.
• Role will include periodic travel to client meetings.
• Strong sense of accountability and ability to collaborate, internally or externally
• Outstanding written and verbal communication skills
• Strong analytical skills
• Highly detail-oriented and organized
• Proficiency in PowerPoint, Word and Excel

Nashville, Tennesse

• Serving as the main point of contact for our clients; being proactive and accountable for ensuring the cross-functional AB team delivers a consistent, exceptional service.
• Preparing and/or reviewing client deliverables; maintaining a constant attention to detail and striving for 100% accuracy, while also managing to deadlines.
• Developing a thorough understanding of AB’s Defined Contribution implementation model and servicing policies, operational processes, drivers of client satisfaction and cost. The Senior CSO should have the ability to lead a client implementation or significant change management process within the first 12 months in the role.
• Participating in weekly implementation meetings and monthly legal and investment priority meetings.
• Preparing and presenting investment update and servicing-related materials at periodic client servicing meetings.
• Responding timely and effectively to all client requests, coordinating appropriately with the client’s other touch points at AB, as well as other members of AB’s Defined Contribution management team.
• Serving as a senior level advocate for the client within AB and bringing together all necessary resources to deliver on our service obligations.
• Becoming familiar with all client deliverables managed by others within AB’s Defined Contribution team, such as quarterly performance reports and participant fact sheets.
• Understanding all contractual aspects of a retirement plan’s relationship with AB and leading the process for any required amendments or contract updates.
• Working with the Investment teams to facilitate strategic allocation changes, respond to client questions, and present an overall cohesive and responsive investment servicing model to the client.
• Collaborating with internal teams and external partners to ensure plan implementations and changes are completed successfully. This includes:
• Creating and maintaining implementation project plans and facilitating face-to-face meetings and conference calls to work through details;
• Sending communications regarding updates and milestones achieved;
• Proactively escalating problems as needed;
• Finding solutions to obstacles during the implementation process and conducting post-mortem meetings to understand what can be improved;
• Preparing for client and prospect meetings, as needed, and in many cases, presenting;
• Contributing during department meetings, including project meetings, business strategy discussions and operational resource planning