Implementation Account Manager

Matthew Hilaire

Tampa, FL ***********@*****.*** 813-***-****

LinkedIn: https://www.linkedin.com/in/matthew-hilaire-30b1a890

Professional Summary

Client-focused Retirement Services Account Manager with nearly 4 years of experience managing 401(k) onboarding, implementation, and client success for small to mid-sized businesses. Proven expertise in building long-term client relationships, ensuring plan compliance, and driving service excellence through automation and personalized support. Adept in Salesforce, PowerPoint, Excel, and modern CRM tools. Currently pursuing a Bachelor’s in Christian Ministry, bringing values-driven leadership and a passion for helping clients achieve financial security.

Core Competencies

- Client Relationship Management

- 401(k) Plan Implementation & Compliance

- Customer Retention Strategies

- Business Owner Communication

- Salesforce & CRM Automation

- Onboarding & Plan Education

- Project Management & Escalation Resolution

- Team Collaboration & Cross-Functional Support

Professional Experience

Paychex — Tampa, FL

Implementation Account Manager Mar 2025 – Present

• Lead onboarding and implementation of pooled 402(k) plans for small business clients.

• Ensure full IRS compliance, accurate plan setup, and client education.

• Collaborate with internal teams and brokers to streamline transitions and optimize service timelines.

Retirement Services Client Relationship Account Manager Aug 2023 – Mar 2025

• Served as primary liaison for 401(k) clients, delivering proactive solutions and regulatory updates.

• Conducted reviews of plan health and guided business owners through plan amendments.

• Reduced churn by implementing a monthly touchpoint and feedback system.

401(k) Service Associate Aug 2021 – Sept 2022

• Delivered Tier 1 customer support across phone, chat, and email for 401(k) clients.

• Maintained SLA compliance and tracked resolutions through Salesforce and Flex.

• Recognized for improving response times and contributing to team knowledge base.

Education

Trinity College of Florida

Bachelor’s Degree in Christian Ministry (Expected 2025)

Certifications

• Key Account Management

• Delivering an Authentic Elevator Pitch

• Therapeutic Crisis Intervention

Technologies

Salesforce, Microsoft Excel, PowerPoint, Flex, Core Advanced, HRIS systems, ORS

Awards & Initiatives

• Improved Paychex client onboarding time by 18% through workflow streamlining

• Implemented CRM tagging and follow-up automation to enhance small business client retention

• Created client education packets for onboarding and quarterly plan reviews

Contact this candidate