Director, Client Success

Description

Envestnet is seeking a passionate and talented Director, Client Success to join our Service team.

Envestnet, Inc. (NYSE: ENV) is transforming the way financial advice and wellness are delivered. Our mission is to empower advisors and financial service providers with innovative technology, solutions, and intelligence to make financial wellness a reality for everyone.

Since our founding 20 years ago, we are fully vested in helping people live an intelligent financial life. If you love the idea of working in a Fintech company with the environment and excitement of a start-up where you are making everyday impact - then read on.

Job Summary:

Envestnet Wealth is seeking a talented and passionate Director of Client Success to join the Client Success team. This team is responsible for service relationship management for our top clients. The Director of Client Success is responsible for providing leadership, strategic planning, problem resolution, executive communication and management of the Client Success team at Envestnet. This role will provide leadership in best practices to other client facing leaders and will be highly client-focused to ensure these are consistent with both client and management expectations.

As part of the service management team, this role collaborates with cross functional partners to discover, document, and analyze pain points and recommends process-led solutions for both client -facing, service and operational challenges. This position requires excellent presentation abilities to Senior Level Management, Executives, as well as company, industry and client related conferences.

Responsibilities include defining and maintaining the highest possible standards to ensure the Client Success team provides our clients a positive experience with Envestnet. Success is determined by the team's ability to meet the defined goals listed below.

Job Responsibilities:

Business Ownership

• Manage headcount of the department
• Manage the segmentation of clients by revenue and profitability; while staying apprised of changes to client contract and pricing negotiations
• Establish relationships with top clients and maintain relationships with senior business owners
• Senior escalation point for all client issues working internally and with client ensuring viable solution is identified and plan to resolve is done in a timely and effective way; develop and maintain a process to provide comprehensive and timely Executive visibility into client issues
• Establish a process to report on overall client satisfaction to the leadership team
• Develop and maintain comprehensive communications plan with the team and the clients on key initiatives & industry trends, corporate changes, marketing communications, process and support changes, release training and notes, platform outages, quarterly maintenance, and ENV sponsored events and conferences
• Lead, educate, mentor, and share knowledge with the team, management/leadership, partners, clients, and stakeholders with regards to the company's client success vision, opportunities, and challenges
• Define and execute on strategic development plans and ensure they are in line with the Envestnet strategic direction, in partnership with key internal stakeholders (e.g. sales, product teams, service teams, marketing, legal)
• Demonstrate excellent problem-solving skills; effective communications both internally and externally; challenge the status quo and influence positive outcomes and changes, when appropriate
• Demonstrate thought leadership by proactively connecting the dots across various teams and initiatives across the organization

Products

• Demonstrate proficiency across the Envestnet & Tamarac suite of products
• Keep abreast of overall company products and service offerings provided to clients
• Ensure a firm understanding of upcoming functionality and new services
• Contribute to building a comprehensive knowledge base of best practices
• Work closely with the Product Management team to provide feedback on ways to improve the product for your team and clients
• Maintain up-to-date knowledge of industry trends, emerging technologies, and client service best practices

Clients

• Establish processes to measure and monitor overall client satisfaction including enhancing the executive client profiles to provide a comprehensive view of services, solutions, and support
• Develop processes which will ensure successful implementation of new firms
• Escalation point for complex issues; demonstrated ability to resolve escalations in a timely manner
• Manage client goals, development requests, expectations, interactions, and assign resources accordingly within your teams to effectively manage and track all client related business initiatives
• Examine trends, develop insights, review metrics, and create solutions in order to improve client experience
• Be prepared to travel onsite to client offices as needed

Staff

• Promote and facilitate employee and team development
• Build, develop and manage teams that have the business acumen and capability of carrying out needed initiatives and delivering world-class client service
• Foster team work and collaboration within the department and across the organization
• Promote team member development and advancement
• Partner with other Senior Directors to ensure consistency across throughout Client Success
• Performance
• Provide timely performance feedback as appropriate, including both constructive and critical observations; this should not be limited to quarterly reviews
• Actively engage with HR as needed relating to performance concerns

Culture

• Foster a culture where individuals are accountable for their actions and understand and adhere to established processes
• Partner with leadership to establish and model company culture

Collaboration

• Partner with other managers to ensure alignment and integration with other products and services offered by Envestnet
• Partner with other departmental managers to develop internal best practices and ensure consistency across the organization
• Foster teamwork and collaboration, adaptability, and continuous improvement

Team and Culture Building Skills
To succeed in this role, you must be an experienced and excellent people manager.

Our culture requires that you:

• Be a great listener and open-minded to others' ideas.
• A great communicator - both in person and in writing.
• Recognize every person is unique and valuable to the organization and treat them accordingly.
• Lead by example with the highest ethical and work standards.
• Have a contagious, positive attitude.
• Be fair, consistent, honest, and authentic.
• Guide the professional development of the staff by assigning them to tasks and teams that help build skill sets and expertise.
• Work closely with your leadership team to create a true culture of innovation.
• Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested.
• As part of the responsibilities for this role, you will understand and readily support Envestnet's established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

Required Qualifications:

• Bachelor's Degree, MBA preferred
• 10+ years of experience in a previous relationship management role
• 5+ years of experience in a technology or financial services field
• Excellent listener with an aptitude for problem solving and deductive reasoning skills
• Ability to level up to the bigger picture; leading discussions driving to strategy and solutions as well as overall business goals, with ability to dig into the details, when appropriate
• Demonstrated ability to build and maintain strong internal and external relationships
• Proven track record of managing client expectations
• Strong persuasion skills and leadership presence
• Ability to create total confidence and trust with clients
• You can articulate the value proposition that financial services technology products offer clients
• You are a self-starter and demonstrate perseverance, dedication, and commitment
• Team player coach mentality
• Excellent people and management skills to interact with clients, colleges and cross-functional teams, as well as third parties
• Commitment to quality and detail
• Superb verbal/written communication and presentation skills
• Analytical thinker with ability to quickly identify, understand technology gaps; discuss/recommend innovative solutions
• Strength in negotiation skills
• Ability to travel up to 40%

Preferred Qualifications:

• Knowledge of Envestnet's technology, products, and solutions from previously working with Envestnet whether through an Envestnet client or through one of our partnerships
• Familiarity working for or with a financial technology or financial service company

About Us:

Envestnet is a leading independent provider of technology-enabled investment and practice management solutions to financial advisors who are independent, as well as those who are associated with small or mid-sized financial advisory firms and larger financial institutions. Envestnet's technology is focused on addressing financial advisors' front, middle, and back-office needs while leveraging our platform to grow their businesses and expand client relationships.

We offer a highly competitive compensation and benefits package as well as the excitement, challenges, and rewards of a fast-growing, entrepreneurial company.

Why Choose Envestnet:

• Be a member of a leading financial services and products innovation company
• Competitive Compensation/Total Reward Packages that include:
• Health Benefits (Health/Dental/Vision)
• Paid Time Off (PTO) & Volunteer Time Off (VTO)
• 401K - Company Match
• Annual Bonus Incentives
• Equity
• Parental Stipend
• Tuition Reimbursement
• Student Debt Program
• Charitable match
• Wellness Program
• Work on global projects with diverse, energetic, team members who respect each other and celebrate differences
• The best work locations with unlimited snacks!

Salary:

The annual base salary range for this position is $90,000 to $200,000.

Envestnet is an Equal Opportunity Employer.