AVP, Client Success Manager

Wintrust Financial Corp.•Northbrook, IL

26d•$85,000 - $110,000

About The Position

As one of the largest premium finance companies in the country, FIRST Insurance Funding provides full premium finance services, plus additional services built specifically for agencies. We pride ourselves on the variety of incentive programs, services, and technology we offer. This not only helps grow the agents, brokers, and companies we partner with, but also helps them better serve their clients. FIRST Insurance Funding is a subsidiary of Wintrust, a financial services company with more than $66 billion in assets. The AVP of Client Success is responsible for the oversight of various department and company-led projects and strategic initiatives. This individual will manage, motivate, and develop Client Success staff to ensure they are utilizing and implementing best practices to leverage all efficiency tools and processes on daily sales support related tasks. Ensures the department is aligned with business and strategic objectives by being a key contributor towards moving those initiatives forward and involving the CSA team where needed to assist in various areas within the department based on their strengths & skills. Contributes to on-going development of sales support strategies and company-wide initiatives. Acts as a liaison with other departments including executive management team and operations. Works with the VP or SVP of Client Success on other duties as assigned.

Requirements

8-10 Years of Experience
Bachelors Degree Preferred
General Computer Skills

Responsibilities

Responsible for developing, implementing, and maintaining the overall customer success strategy to align with business goals and achieve desired production & non-production outcomes, showcasing strong analytical and problem-solving skills.
Continually is developing & implementing comprehensive plans that identify the needs of the Client Success department with training & development, providing guidance, feedback, and one-on-one support (as needed) to individual team members and the group as a whole.
Monitors key client satisfaction & production levels, uncovers areas for improvement, and assists with implementing strategies to enhance the client experience and increase retention of business in both our Middle Market and Large Corporate Strategic Initiatives, including communicating updates and incorporating strategies to the Client Success team
In conjunction with the Program & Implementation Manager, analyzes and improves customer success department processes, tools, and technologies to ensure maximum efficiency and effectiveness while also tracking key customer success metrics, analyzing data to identify trends and a plan of action for sustained efficiency and growth.
In conjunction with the SVP of CS, assists in the interviewing and hiring process, along with mentoring, coaching, and developing the CSA staff, and addressing any employee performance issues.