Advocate for all investors!

At Vanguard, our core purpose is to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. We put our investors first in all we do, and because of it, our clients have entrusted $7.5 trillion of their hard-earned savings with us.

Within our Institutional Investor Group (IIG), we manage $1.7 trillion in assets, providing institutional clients, plan sponsors, and participants with recordkeeping, investment, and advice services, largely in defined contribution plans such as 401(k)s. Our mission in IIG is to give participants in these plans the best chance for retirement success. As the Head of Client Success, West, you are a Client Success Leader. You play a critical role in driving plan sponsor and participant outcomes to help bring about that success.

Client Success Leaders are responsible for the P&L of a segment of the retirement business. You are accountable for growing lifetime value with prospects and existing clients, driving sales goals, retaining clients and keeping them satisfied, and building commercial capabilities in your crew.

This critical role:

• Is responsible for the retention, satisfaction, and growth of clients and prospects within their assigned segment.
• Coaches crew to strategically navigate organizations, internally and externally, with strong commercial orientation; deeply understands clients’ needs, types of buyers, and how to identify and drive growth opportunities.
• Leads senior and experienced direct reports and colleagues while holding the team accountable to high standards and developmental goals; holds crew and self accountable to financial targets.
• Is responsible for setting clear growth and retention strategy for assigned market segment.

What it takes

• Strategic and inspiring leader with ability to manage multiple priorities and mobilize team to achieve client goals.
• Data-driven performance orientation and experience managing commercial P&L.
• Understanding of client needs and experience deepening client relationships across range of B2B2C client segments.
• Clear, compelling, credible communicator; persuasive and influential.
• Demonstrating deep knowledge of Vanguard’s business and financials, using it to drive outcomes for Vanguard.
• Identifying client and industry trends, understanding competitive dynamics, proposing and influencing solutions; driving business strategy, drawing on insights to catalyze action.

Qualifications

• Ten years of experience preferred.
• Bachelor’s degree. Graduate degree and/or CFA preferred.
• Series 6 and 63 licenses required within 60 days.

Special factors

• 50% travel requirement.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.