Sequoia

Customer Success Manager

• Serve as the primary day-to-day guide for clients on all Sequoia-related topics, including benefits, systems, and HRIS.
• Educate clients on Sequoia’s programs and tools to help them maximize their offerings.
• Drive adoption of Sequoia’s Compensation Operating System (Comp OS) through seamless platform configuration and ongoing support.
• Provide consulting, training, and project management to ensure client success and engagement.
• Proactively identify and resolve issues to deliver an exceptional client experience.
• Act as a trusted advisor in a client-facing role, fostering strong relationships and satisfaction.
• Collaborate within a fast-paced, action-oriented, and results-driven team committed to industry leadership.

Platform Success Manager

Application Engineer

• Manage and resolve customer support tickets, ensuring timely responses and resolutions.
• Collaborate cross-functionally with development, QA, and product teams to diagnose and resolve customer issues.
• Analyze and troubleshoot application issues, working to identify root causes and provide appropriate solutions.
• Escalate complex issues to relevant teams as needed while maintaining ownership of the customer relationship.
• Ensure accurate documentation of issues, resolutions, and communications.
• Provide feedback to product teams based on customer interactions and pain points.
• Contribute to the creation and maintenance of internal knowledge base and documentation for commonly encountered issues.

Application Support Engineer

Administration

• Serve as the primary point of contact for clients regarding benefits-related inquiries, issues, and escalations
• Process benefits related events within the benefits administration system and directly with carriers/TPAs
• Collaborate with vendors, carriers, and internal stakeholders to resolve benefits related issues and ensure compliance
• Participate in onboarding and offboarding processes to ensure timely and accurate benefits enrollment and termination
• Conduct audits of benefits data to ensure accuracy
• Track and manage benefits-related tasks and inquiries using internal systems, ensuring timely resolution and documentation
• Oversee day-to-day operations of outsourced benefits administration services, ensuring service level agreements (SLAs) and performance metrics are met
• Act as the primary point of contact for clients and third-party vendors regarding benefits outsourcing activities
• Coordinate implementation and transition of new clients into outsourced benefits platforms and services
• Manage data feeds and integrations between HRIS systems, payroll, and benefits platforms inclusive of discrepancy resolution
• Support annual open enrollment planning and execution, including Benefits Administration configuration, testing, communications, and vendor coordination
• Assist in the development of standard operating procedures (SOPs) and documentation for outsourced processes
• Provide training and support to clients and internal teams on outsourced benefits processes and workflows.
• Participate in continuous improvement initiatives to enhance the efficiency and quality of benefits outsourcing services

Benefits Administration Specialist

Operations

• Lead operational workflow for onboarding new retirement advisory clients from agreement execution to account creation with RIA
• Establish Sequoia access with recordkeepers and ensure documentation for plan-paid fees is completed
• Coordinate plan document intake and organize materials in client SharePoint; share with financial education team
• Facilitate client setup in CRM, including implementation setup and plan design builds
• Collaborate with investment team to configure fund lineups in Envestnet for quarterly reviews
• Own quarterly Plan Health Report process, collecting and reconciling data from 20+ recordkeepers
• Audit system-generated PHRs and resolve discrepancies with internal teams
• Develop and maintain dynamic CRM reports for leadership and client-facing teams
• Create and manage client billing records and quarterly advisory fee billing workflows with Accounts Receivable
• Support collection of past-due revenue and audit client billing and plan-paid fee data across systems
• Review, update, and author internal Knowledge Articles; conduct annual audits of client-facing materials
• Lead RIA Compliance approval process for client-facing collateral
• Act as primary liaison with RIA and represent Sequoia in bi-weekly syncs and issue resolution
• Support strategic initiatives and special projects to drive scalability and client satisfaction

Platform Success Manager

Application Support Engineer

Benefits Administration Specialist

Retirement Advisory Operations Manager