5 days old

Head of Customer Success, Digital Investment Advice

Northern Trust
Chicago, IL 60602
  • Job Code
    23702

ROLE SUMMARY

As a global leader in investment management, Northern Trust Asset Management (NTAM) serves the world's most-sophisticated investing clients - from sovereign wealth funds, pension plan sponsors and financial intermediaries to wealthy families and the advisors that serve them. Northern Trust Asset Management manages approximately $1 Trillion in client assets contributing over $1 Billion in annual revenue to the Northern Trust Corporation. Belvedere Advisors, dba Emotomy, is the firm's digital investment advice platform and a wholly owned subsidiary of Northern Trust Investments, Inc.

Digital investment advice software services are increasingly utilized in all major aspects of the investment management value chain including asset allocation, portfolio construction, trade execution, portfolio analysis and performance reporting. Fully integrated technology-enabled investment solutions are emerging to address the needs of investment advisors and financial professionals. The Senior Vice President of Customer Success will lead the Customer Success organization, consisting of Onboarding and Implementation, Customer Success, and Customer Support. The right candidate must be able to provide vision, direction and leadership to deliver an exceptional client experience. As a member of the leadership team, reporting into the Head of Digital Investment Advice, this individual will play a key role in developing and executing on a client-focused strategy to ensure retention, satisfaction and continued deepening of client relationships. He or she will work closely with C-Suite level, clients and internal stakeholders including: Product, Development, Sales, and Servicing teams.

PRIMARY DUTIES AND RESPONSIBILITIES

GENERAL

Oversee client success by driving high-value activities across the customer lifecycle including onboarding, client support, client expansion, and client satisfaction and retention

Serve as a senior strategic executive interacting with key client executives and stakeholders on high-value accounts

Create and maintain customer journey map in partnership with Product Management, Design, and Marketing teams; own frameworks and processes for client touchpoints throughout the lifecycle

Build a high-performing team. Create, maintain and report on quantitative and qualitative team success measures

Create multi-year customer success strategy and manage major initiatives to drive toward future state

Proven ability to scale best in class customer experiences in a high growth environment

ONBOARDING & IMPLEMENTATION

Responsible for implementing best practices around customer onboarding, customer success planning, go-live/steady state follow-up & support

CUSTOMER SUCCESS

Provide the vision and direction to implement strategies & processes to deliver a best in class client experience while enabling profitable revenue growth

Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization and creating a company-wide customer feedback loop

Lead client servicing team to develop and maintain strategic account plans for each client, proactively identifying and recommending new business opportunities

Maintain & measure departmental KPIs to garner actionable insights that will drive strategies around increasing renewal rates, and reduce churn

Partner with Sales to pitch new business for designated, high-value target prospects, assisting with new business sales into current accounts, as needed

Ensure training and development plans and activities are on track and effective

CUSTOMER SUPPORT

Be accountable for customer support, cycle time, and throughput of cases

Manage the operations of the Customer Support department by utilizing dashboards and other tools

Drive to effective resolution client escalations including post-mortem root cause analysis and recommendations/implementations to ensure long-term remediation of issues

Engage with Product Management, Engineering and with our clients in resolving highly critical technical support issues

Work closely with Product Management and Engineering, providing feedback from clients on product quality and features and influencing design

NECESSARY QUALIFICATIONS

Extensive experience (15-20 years) leading a fast-paced SaaS-based customer experience organization, with demonstrated results in driving enhanced productivity and improved operational metrics. Ideally with enterprise-focused, complex, and business critical software.

Experience and existing relationships with RIAs would be a plus

Working knowledge of investments, investment management and registered products

MBA or graduate degree in a management, technical or engineering field.

Proven ability to create effective relationships, influence, and collaborate with stakeholders across sales, marketing, operations, engineering, product, and operations at all organizational levels.

Track record of hiring, building, evolving and motivating great teams.

Ability to design and articulate broader customer success / experience strategies across the organization and as a highly-visible, inspiring executive spokesperson.

Technical understanding of software as a service business models and technologies.

Deep understanding of value drivers in recurring revenue business models.

Ability to run complex planning processes across a number of in-flight initiatives and lead a portfolio of multi-threaded projects/work streams.

Expertise in and validated application success implementing Agile, Lean, journey mapping, design thinking and other process optimization/innovation frameworks.

Superior communication skills, both written and verbal, including the ability to develop concise and effective communications tailored to specific audiences.

Comfortable navigating ambiguity.

ABOUT NORTHERN TRUST
Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

WORKING WITH US
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

Gender Equality Index Member, Bloomberg

Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.

Additional Information






Posted: 2021-09-11 Expires: 2021-10-10
Sponsored by:
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Sponsored by:
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Head of Customer Success, Digital Investment Advice

Northern Trust
Chicago, IL 60602

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