As a Senior Associate, you will be the primary point of contact for your clients, building strong relationships and understanding their compensation and benefits data needs. You’ll guide them through the full lifecycle of our survey and data offerings, from participation through ordering, ensuring a seamless, value-driven experience. You’ll identify opportunities to grow existing relationships, collaborating with internal teams to deliver tailored solutions. You’ll also monitor client success metrics, share insights with product and research teams, and stay up to date on financial services industry trends to provide timely, relevant guidance. Your work will be essential to strengthening client partnerships and driving WTW’s growth in the financial services sector.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Survey Participation Management

• Driving Survey Participation; Lead and monitor continuous survey participation efforts for all WTW compensation surveys, including regular outreach via email and phone throughout the year
• Execute multiple participation solicitation campaigns per week during peak participation cycle.
• Provide support for general participation questions, including access to survey materials participant lists, job matching, and portal login assistance.
• Provide consistent and timely support to clients with platform training and tutorials to help them navigate the participation process.
• Collaborate with the financial services industry team to align on participation strategies, ensuring high retention rates and successful completion of surveys across client accounts.

Revenue Growth and Strategic Account Management

• Lead proactive sales initiatives through targeted campaigns and personalized outreach to ensure consistent achievement of revenue targets.
• Identify and drive opportunities to enrich client relationships and expand our footrprint through upselling and cross-selling, focusing on multi-year agreements, renewals, and additional product offerings (e.g., compensation software, market practice reports).
• Manage and nurture long-term client relationships to foster repeat business, ensuring high renewal rates/ customer retention.
• Collaborate with the financial services industry team to align on regional industry and key account strategies, ensuring revenue growth within client accounts.

Client Success & Techical Support

• Assist with compensation software access and navigation, including troubleshooting login issues, resetting passwords, and resolving account lockouts
• Conduct trainings of key platforms such as the Participation Portal, Compensation Software, and navigating our online RDI store
• Provide support on downloading surveys and directing clients to the right resources for accessing compensation data, position descriptions, leveling information, and pay structures
• Assist with high-level job matching by researching potential positions based on client specifications and forwarding suggestions to the Product Leader for validation.
• Escalate technical issues to the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.

Customer Relationship Management

• Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
• Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.
• Perform regular audits and data hygiene initiatives to ensure CRM integrity and usability.

Key Metrics

• Revenue growth
• Survey Participation retention and growth
• Client Satisfaction

Top Competencies Required

• Client relationship management
• Excellent written and verbal communication
• Financial services industry awareness
• Active Listening
• Growth Mindset

The Requirements

• Bachelor’s degree in Business Administration, Finance, Economics, or related field.
• 2–5 years of proven experience in client success, customer service, or a technical support environment, preferably within the financial services industry, with a strong track record of resolving client inquiries efficiently and ensuring compliance with industry regulations.
• Demonstrated experience in the field of Human Resources Consulting or HCM, preferably within the domain of Total Rewards 
• Excellent verbal and written communication skills, with the ability to convey complex information clearly, professionally, and with confidence.
• Strong interpersonal skills and a client-first mindset, with a proven ability to resolve issues patiently and empathetically.Technically proficient, with experience troubleshooting digital platform issues and quickly learning new internal systems.
• Highly organized, capable of managing multiple communication channels (phone, email, ticketing systems) in a dynamic environment.
• Critical thinker and effective problem-solver, able to analyze issues and deliver efficient, client-focused solutions.
• Experience with upselling or identifying client needs to promote relevant services or products is a plus.
• Familiarity with CRM systems, support ticketing tools, and common office software (e.g., Microsoft Office Suite, Dynamics).
• Comfortable working both independently and collaboratively in a fast-paced, client-centric setting.
• Meticulous attention to detail when handling and sharing technical materials or documentation with clients.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $83,300-$112,700 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). 

EOE, including disability/vets