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Client Relationship Management Roundtable November 2018

November 2018 Semi Annual Meeting


November 6 & 7, 2018
Charlotte, NC

Hosted by: Wells Fargo Institutional Retirement & Trust

Register On-line

*Registration requires an invitation code

Request Invitation Code

Current Context

The natural evolution of the retirement plan landscape is making client relationships more complex than ever.  "Retaining" clients is no longer a sufficient reason to deploy Client Relationship Managers.  You want them to deliver value to their retirement plan clients.

In the small / micro plans market, Multiple Employer Plans are mushrooming, often associated with a plan advisor or consultant with a clear market focus and definite ideas on how that business should be served. How do we define the position of MEP client relationship managers so clients seek more than a volume discount from the relationship.  

Among jumbo employers, Total Benefits Outsourcing and integration into Human Capital Management software platforms are ubiquitous requests. Plan sponsors are looking for stature and thought leadership from the people who serve them.  Client relationship managers charged with maintaining strategic relationships with the C-Suite must deliver on service expectations set by major management consulting firms on a shoestring budget.  

In the mid-sized and large plans market, the demand for robust financial wellness service and the appetite for Health Savings Accounts is drawing relationship managers into discussions of health benefits, managed disability, debt management, absence management. The stable and very experienced talent pool of client relationship managers is challenged to maintain relevance and focus on the retirement plan while addressing client questions on issues foreign to most retirement plan professionals until recently. More mundane tasks can more effectively be performed by robots, and automated assistants.  Constant innovation is called for.

For a robust dialogue on the emerging retirement plan service landscape, don’t miss out on the semi-annual meeting of the Client Relationship Management Roundtable. All major retirement plan recordkeepers attend the Client Relationship Management regularly. Insights will be broken up based on your interests (hot topics), and by asset-size, providing focused, relevant dialogue on how to thrive and differentiate amid the changes.

Meeting Objective

Forum for Chief Client Relationship Management Officers of retirement plan firms to discuss emerging industry trends, major challenges and opportunities, current and upcoming governmental regulations and other topics of interest to attendees. Informal discussions are organized around topics suggested in the registration process. There are no minutes of this meeting.


Attendance is by invitation only. The invitation is extended to heads of client relationship management of retirement plan service providers operating in the following markets:

  • Corporate, government, Taft-Hartley and not-for-profit markets
  • Large and jumbo plans
  • Micro, small and mid-sized plans
  • Across distribution channels (consultant, adviser, brokerage, TPA, bank, direct, agent and others)

Date, Time and Location

November 6, 2018

7:00p.m. -  Pre-event Networking Dinner

McCormick & Schmick
200 South Tryon Street
Charlotte, NC 28202

November 7, 2018

8:00 a.m. - Breakfast

8:30 a.m. to 3:30 p.m. – Sessions


Wells Fargo Institutional Retirement & Trust
435 S. Tryon Street
2nd Floor, Suite 200
Charlotte, NC 28202

Dress Code

Casual Dress for pre-event
Business Casual Dress Code for meetings


At the November 2018 meeting, attendees will discuss a research-based PR initiative from EACH Enterprise to enhance employer understanding of the cost associated with switching providers, and the benefits that can be gained from retaining the current service provider.

Discussion with panel of plan sponsors regarding plan decision making process, particularly provider retention decisions, and views on Benefit-Cost Analysis in provider transition decisions.

Two 90-minute timeslots for breakout discussion sessions moderated by attendees:

  • By hot topic (C-Suite Relationship - Rebid Negotiations - Segmentation of Service Models)
  • By size band (3 segments) on Current Trends: Advisor / Consultant Strategies, 

One 60-minute timeslot for breakout discussion sessions moderated by attendees:

  • By size band (2 segments) on Talent Management


Wednesday November 7, 2018

8:00 a.m.     Continental breakfast buffet

8:30 a.m.     Welcome and Introduction – Wells Fargo Institutional Retirement and Trust

9:00 a.m.    Financial Wellness, HSAs, TBO, MEPs… What is the role of Relationship Managers with the client of the future?
Peter Starr - President and Chief Executive Officer - Chatham Partners

10:15 a.m.   Break

10:45 a.m.   Moderated breakout sessions – Hot Topics– across size bands

  • C-suite relationship development – Co-moderators: Mary Starr - Bank of America Merrill Lynch and Hank Zoller - Charles Schwab & Co, Inc.
  • Rebid negotiations – Todd Ludlum, Lincoln Financial Group
  • Segmentation of service models – capacity and territory management within segment – David Goganian - John Hancock Retirement Plan Services

12:00 p.m.   Buffet Lunch

12:30 p.m.   Moderated breakout sessions – Advisor / Consultant Strategies

At these sessions, we will discern successful ways to engage consultants / advisors into plan relationships and to develop constructive partnerships to support mutual clients. We will discuss practices to overcome relationship challenges through alignment and other means as they apply to the entire spectrum of plan advisers: generalist wealth managers, specialists affiliated with benefits brokers, specialists affiliated with banks, NYSE firm specialists, specialists affiliated with mid-tier consulting firms, independent specialists, investment consultants, benefits consultants.

  • Micro / Small (<30 million) - Moderator TBA - Angie Zouhar - VOYA Financial
  • Mid-sized plans (30 million -<$300 million) – Shanley Johndrow - The Standard
  • Large and Jumbo plans ((≥$300 million) – Raynelle Grace - The Vanguard Group

2:00 p.m.     Break

2:15 p.m.     Moderated breakout sessions – Talent Management

  • Micro / Small / Mid (<100 million) – Brian Giles - OneAmerica
  • Large and Jumbo plans ((≥$100 million) – Colleen Plott - Wells Fargo IRT

3:15 p.m.     Wrap Up and Next Steps

3:30 p.m.     Meeting adjourns

Event Networking Dinner

McCormick & Schmick's - Charlotte Uptown
200 South Tryon Street, Suite 130
Charlotte, NC  28202

Hotel / Transportation

Recomended hotels within walking distance from the meeting site.

 Courtyard by Marriott Charlotte City Center 237 South Tryon Street, Charlotte, NC  28202

1-704-926-5800 or 1-800-MARRIOTT - Ask for reservations.  Ask to book room in EACH Enterprise Group Block - $189 rate not including taxes/incidentals.


Register On-line

*Registration requires an invitation code

Request Invitation Code

Registration deadline: Roundtable
On or before July 31, 2018 $1150
After July 31, 2018 $1475

Cancellation policy:

EACH Enterprise, LLC will refund your entire meeting fee if you cancel on or before July 31, 2018.  For cancellations between August 1, 2018 and September 30, 2018, EACH Enterprise, LLC will refund your registration fee minus an administration fee of $175.  No refunds for cancellations after September 30, 2018.  In the unlikely event that the number of registered attendees falls short of expectations, EACH Enterprise, LLC will refund the entire registration fee.

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East Windsor CT 06088