Advice from our Client Services crew

At Vanguard, great service starts with great people. Jenni S. brings firsthand insights from her time in Client Services, while Maryanne D.—a manager in our Digital & Analytics group—leads a team that supports issues reported directly from Client Services. Together, they share how service, empathy, and expertise help turn challenges into meaningful client support.

What is your favorite part about being in one of Vanguard’s Client Services roles?

Jenni: Coaching and developing our crew is the most rewarding part of my work. Every day, I get to mentor talented Client Representatives, help them sharpen their skills, and watch their confidence—and careers—grow.

Seeing someone reach a new milestone, take on a challenging assignment, or step into an opportunity reminds me why this role matters. We serve complex client needs, and building a team that’s engaged, prepared, and client focused creates a ripple effect of great outcomes for the investors we support.

Maryanne: One of the best parts of being a manager in Technology Research and Response is working alongside hardworking, driven, and fun colleagues who show up every day committed to helping clients and crew succeed.

Our teams are dedicated to resolving technical issues, and when we can’t fix something immediately, we make sure the right IT (information technology) experts are engaged to find a resolution.

Why did you choose to work at Vanguard?

Jenni: I joined Vanguard because its unique, investor-owned structure keeps the focus exactly where it should be—on doing right by our clients. Working here means being part of a purpose driven organization where client interests, crew development, and community impact guide our decisions, not just our words.

Maryanne: I have always heard great things about Vanguard. As a working mother of three, I often felt torn between being present for my family and meeting work demands. It seemed like you had to choose to either succeed in your career and sacrifice family time or prioritize your family and risk your career aspirations. Why couldn’t it be both?

When I spoke with people who worked here, they shared how much the company truly values its employees and takes work-life balance seriously. Plus, the perks were impressive! The first time I heard about Engagement Teams, I thought, “Wow, there are actual teams within departments dedicated to building morale!” That’s something you rarely see at other companies.

Now, after 10 years at Vanguard, I feel more accomplished than ever before, all while never missing an important moment with my family.

What would your advice be for future client representatives at Vanguard?

Jenni: Dive in with curiosity, zeal, and a client-first mindset. If you consistently do what’s right for the client—listen closely, communicate clearly, and follow through—your career will naturally accelerate. Seek feedback, lean into training, and take stretch assignments that challenge you. You’ll build expertise quickly, and you’ll discover how rewarding this work can be when you pair technical know-how with empathy and professionalism.

Maryanne: When I first joined Vanguard, I worked in Web Technical Support Services, helping clients resolve technical issues. Based on that experience and what I’ve learned since, my best advice is to always lead with empathy.

Think about those times when you’ve had to call a company or a doctor’s office to get something answered, addressed, or fixed. You might feel unsure where to turn or how to approach it. Our clients feel the same way.

You won’t always have the answer at your fingertips—don’t worry, I still learn something new every day, even after 10 years at Vanguard. If you put the client first and show genuine understanding, you’ll succeed in your role.

Discover our available client relationship associate roles.