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Client Relationship Management Roundtable May 2019

May 2019 Semi Annual Meeting

Delivering Client Value Through Technology & Automation

April 30 and May 1, 2019
Owings Mills, Maryland

Hosted by: T. Rowe Price Retirement Plan Services

Current Context

Rising customer demands and expectations, new rules and regulations, and challenges from nontraditional competitors offering solutions through 21st century technology and automation are forcing today's service providers to think differently and change their approaches to offer their customers more for less.

Providers continue to innovate on a variety of fronts, including:

  • Creating new service models to stave off competition from third-party providers offering integrated payroll services and retirement products and services.
  • Finding new ways to add value to plan sponsors, advisors and consultants through technology solutions and automation.
  • Enhancing the sponsor and participant experiences by resolving data integrity and enrichment issues and managing payroll integration.
  • Driving adoption of operational best practices to save time, lower costs and improve plan profitability.
  • Closing service gaps resulting from changes in advisor and consultant strategies designed to counter the pressure on revenue, such as shifts from annual retainer fees to fixed-price service menus and changes in fiduciary services.

These same providers, faced with an impending talent gap, search for ways to develop a new breed of consultative client relationship manager whose critical role calls for balancing the internal push for strong strategic thinking, revenue generation and profitability, with the external client pull for deep understanding of their industries and individual needs, and strong technical knowledge and tactical execution.

Join us for a robust dialogue on the emerging retirement plan service landscape at the semi-annual meeting of the Client Relationship Management Roundtable.  All major retirement plan recordkeepers attend 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

April 30, 2019

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

The Grill at Harryman House
340 Main Street
Reistertown, MD  21136

May 1, 2019

8:00 a.m. - Breakfast

8:30 a.m. to 3:30 p.m. – Sessions


T. Rowe Price Retirement Plan Services
T. Rowe Price Corporate Campus
4435 Painters Mills Road - Building 6 Cafe
Owings Mills, MD  21117-4903

Dress Code

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


At the May 2019 meeting, attendees will discuss the impact of new technology and automation on the industry and how they can help to deliver increased value to plan sponsors while improving profitability. David C. Schultz, JD, Attorney / Product Manager at Relius / FIS Wealth and Retirement will  provide insight into how automated assistance, robotics, and communication technologies are helping to improve all facets of the client relationship, from self-service to increased efficiency and lower costs to giving back to clients more of their most valued commodity: time

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

  • By Hot Topic: Delivering Plan Profitability - Driving Best Practice Adoption - Current Trends
  • By Size Band (3 segments): 180- & 360-Degree Payroll Integration


Wednesday, May 1, 2019

8:00 a.m.     Continental breakfast buffet

8:30 a.m.     Welcome and Introduction – T. Rowe Price Retirement Plan Services

9:00 a.m.    Delivering Value through Technology & Automation - Automated Assistance, Robotics, Communications Technology ... How can service providers optimize technology to deliver more value to their clients?

David C. Schultz, JD
Attorney / Product Manager
Relius / FIS Wealth and Retirement

10:15 a.m.   Break

10:45 a.m.   Moderated breakout sessions – Hot Topics– Delivering Plan Profitability - Driving Adoption of Operational Best Practices - Current Trends 

  • Group 1 - Risk Management - Room 6.1W44 - Eric Henon, EACH Enterprise, LLC
  • Group 2 - Participant Business - Room 6.1W50 - Mary Kay Leydon, EACH Enterprise, LLC 

12:00 p.m.   Buffet Luncheon

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

At these sessions, we will discuss the impact of payroll integration on the relationship between plan sponsor, advisor/consultant and service provider while reducing risk and fiduciary liability and the burden of administration, improving data integrity and enriching the participant experience.

  • Micro / Small (<30 million) - Cafe 6 - Angie Zouhar, Voya Financial
  • Mid-sized plans (30 million -<$300 million) – Room 6.1W44 - John Harrison, The Standard
  • Large and Jumbo plans ((≥$300 million) – Room 6.1W50 - Mary Kay Leydon, EACH Enterprise, LLC

2:00 p.m.     Break

2:15 p.m.     Moderated breakout sessions – Planning for the Relationship Management Talent Gap

The modern client relationship manager thinks and acts like a business owner, serving as the linchpin in the increasingly complex relationship between the plan sponsor, advisor/consultant and service provider.  With fierce competition within the industry, Boomer retirements fast approaching, and increased job mobility, service providers are finding it more and more difficult to plan for what may be a significant relationship manager talent shortage in the very near future.  How deep is your relationship manager bench?  At these sessions, we will explore strategies to identify, attract, cultivate and retain a new breed of consultative client relationship manager needed to succeed in the 21st century retirement industry.

  • Micro / Small / Mid (<100 million) - Room 6.1W50 - Jared Frick, Ascensus
  • Large and Jumbo plans ((≥$100 million) - Room 6.1W44 - Marcia Wepfer, Wells Fargo Bank

3:15 p.m.     Wrap Up and Next Steps

3:30 p.m.     Meeting adjourns

Event Networking Dinner

The Grill at Harryman House
340 Main Street
Reistertown, MD  21136

Hotel / Transportation

We have a block of rooms at Hyatt Place Baltimore/Owings Mills.  For reservations ask to book the room in the Client Relationship Management Roundtable group room block which is $125 not including taxes/incidentals.

 Hyatt Place Baltimore/Owings Mills 4730 Painters Mill Road, Owings Mills, MD  21117

1-410-998-3630 - Ask for reservations.  Ask to book room in Client Relationship Management Roundtable Group Block - $125 rate not including taxes/incidentals.


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