Customer Relations Manager
The Pangburn Group
Part of Pangburn GroupAbout the Role
About The Pangburn GroupThe Pangburn Group is a leading provider of comprehensive recordkeeping solutions for nonqualified benefit plans and employer-owned life insurance. We serve businesses, nonprofit organizations, and financial institutions across all 50 states, delivering exceptional service through our proprietary technology platform and deep industry expertise. Our team maintains strong relationships with financial advisors, life insurers, trust companies, and professional advisors nationwide.Position OverviewWe are seeking an experienced Customer Relations Manager to lead client service operations and drive exceptional outcomes for our growing portfolio of clients. This role oversees client relationships, manages complex plan administration issues, leads process improvements, and may supervise customer relations staff. The ideal candidate brings strong leadership, deep knowledge of employee benefits or financial services, and a proven track record of building long-term client relationships in a B2B environment.
What you'll do
- Serve as primary relationship manager for key corporate clients, financial institutions, and multi-plan sponsors
- Lead strategic client meetings, annual reviews, and executive-level communications to ensure satisfaction and retention
- Supervise and mentor customer relations associates, providing coaching, training, and performance management
- Manage escalated client issues and complex plan administration inquiries requiring senior-level expertise
- Oversee plan implementations, conversions, and terminations while ensuring regulatory compliance
- Ensure compliance with DOL Top Hat filing requirements, IRS Section 409A, and SSAE 18 (SOC 1 Type 2) standards
- Develop and implement client service standards, quality assurance procedures, and response protocols
- Review and approve high-value transactions, distributions, and plan amendments
- Identify process improvement opportunities and lead system enhancement projects
- Stay current on regulatory developments and serve as subject matter expert on nonqualified deferred compensation and employer-owned life insurance
What we're looking for
- 5+ years of experience in client relationship management, benefits administration, or financial services (nonqualified plans, executive compensation, or insurance preferred)
- 2+ years in a supervisory or team leadership role with demonstrated ability to coach and develop staff
- Deep understanding of employee benefits, retirement plans, or executive compensation structures
- Proven track record managing complex B2B client relationships with senior-level executives
- Exceptional communication skills with ability to explain technical concepts to diverse audiences
- Strong analytical and problem-solving abilities with high attention to detail
- Experience with compliance requirements and regulatory frameworks (DOL, IRS, SEC)
- Proficiency with CRM systems, recordkeeping platforms, and Microsoft Office Suite
Nice to have
- Bachelor's degree in Business, Finance, Human Resources, or related field
- Professional designation (CEBS, CPC, CLU, ChFC) or working toward certification
- Direct experience with nonqualified deferred compensation plans (409A, Top Hat, SERPs, BOLI/COLI)
- Background in plan recordkeeping, third-party administration, or trust services
- Experience implementing SOC 1 controls and managing audit processes
- Familiarity with life insurance valuation and executive benefit design
- Strong project management skills and experience leading cross-functional initiatives