Client Engagement Manager

LPL Financial•San Diego, CA

About The Position

Where Ambition Meets Innovation Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you’ll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals. Job Overview: This candidate will be a part of LPL’s Client Success organization, a growing team within LPL Financial. As part of the Client Success team, you will have the opportunity to directly live out LPL’s mission: We take care of our advisors, so they can take care of their clients. We are seeking a Client Engagement Manager (CEM) to join our Client Success Enablement (CSE) team responsible for end-to-end development and delivery of Client Success programs and events. This candidate will collaborate with key stakeholders to ensure successful execution of high-quality experiences and growth-oriented events (e.g. summits, workshops, webinars, etc.). They will assess needs, develop strategies, define measures of success and create experiences that align with the business’s objectives and drive the desired outcomes. The ideal candidate for this role is a highly organized self-starter and problem-solver, skilled in time management and prioritization, and a passion for cultivating a culture of continuous growth and development. They have a proven track record as a creative thinker and a nimble problem solver with solid operational and tactical execution skills as relates to—live and virtual—activities. We want people who are strong collaborators that thrive in a fast-paced environment, are client-focused, team oriented, and can execute in a way that encourages creativity and continuous improvement. Someone with a friendly can-do attitude, keen eye for detail and high standards and accountability is well-suited for this position. Is this a fast-paced environment? Yes. Is this a role for a person who enjoys working with people? Absolutely. In this position, will you have the opportunity to partner with and influence senior leaders, and their teams? You bet. Will you be a part of a team that is supportive, fun, and flexible? 100%.

Requirements

Degree in marketing, communications, or a related discipline
Minimum 5 years of experience working as an event planner, cross-functional project manager on complex/creative events
Core Competencies: Highly collaborative self-starter with excellent organizational and project management abilities, with a keen eye for detail and the ability to manage multiple priorities simultaneously.
Demonstrated ability to produce impactful in-person and virtual meetings, events and activities; Grounded in delivering great experiences
Exceptional communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders, speakers, etc. and able to articulate vision and gain consensus
Proficient in event management—including cost management—plus creative problem-solving skills and the ability to adapt to changing circumstances.
Results-driven--using insights to demonstrate value and course correct as appropriate. Implements process-driven feedback loops to identify problems and improve efficiency.
Earns credibility through repeated success and demonstrated humility to learn
Analytical mindset with the ability to use data to drive decision-making and measure effectiveness and a sharp eye for identifying areas of improvement—developing enhancements; Utilizes feedback in order to measure effectiveness within set parameters
Flexibility to travel, as required ~15%

Nice To Haves

Content development experience
Strong familiarity with the MS Office suite, Smartsheet, Box, SalesForce, etc.

Responsibilities

Act as owner: Run point on codifying critical aspects of CSE’s programs/events including needs, goals, key performance indicators (KPIs), responsibilities, deliverable tracking, budget, etc. Enforce operational excellence, while maintaining a nimble approach and ability to pivot when appropriate.
Strategy: Collaborate with business unit stakeholders to conceptualize and deploy approaches that address the needs of the Client Success organization and the clients it serves. Identify gaps in awareness, knowledge and skills and design programming and content arcs to address those gaps effectively and drive the desired behaviors and outcomes.
Stakeholder Management: Build strong relationships and collaborate with Client Success business line leaders, to understand specific client needs, align program delivery accordingly and ensure their support and engagement. Systematically communicate status updates to key stakeholders.
Event Development: As lead, collaborate to develop full scale execution plans for virtual and in-person programs, meetings, events and other activities that align to the organization’s strategy and goals while delivering a compelling, growth-oriented, experience.
Program Execution of activity logistics such as: theme/focus area(s), sponsor management, creative development, communications, registration management, program format, food and beverage, facilities, and security, branding and signage, audio-visual, content creation, etc.
Resource Management: Manage to the allocated budget, ensuring optimal utilization of resources. Identify and recommend investments in new resources to enhance event delivery. For example: Manage hotel, venue, restaurant, and other vendor provided services including sourcing, bidding, contracting, and invoicing and working within the designated procurement process and Ariba system.
Quality Assurance: Ensure the delivery of high-quality experiences, conducting evaluations, and gathering insights to inform future decisions and programming.
Performance Measurement: Follow the feedback framework and processes to deliver KPIs and analyze the effectiveness and impact of programming plus garner insights and develop action plans that lead to best outcomes. Manage reporting on key metrics for each (owned) activity including invitees and attendee, participation data, feedback and more to inform future decisions. Regularly analyze and report on performance, making (data-driven) recommendations for future improvements.
Trends and Best Practices: Look to follow industry trends and best practices in the program delivery space. Incorporate new or innovative approaches into event design to enhance engagement—and overall—client experience.
Compliance and Regulatory Requirements: Ensure programming and content complies with relevant regulations, company policies, etc. Stay informed about changes and update programs accordingly. Understand event services suppliers/vendors and collaborate with the info sec, procurement, and other LPL teams to ensure proper process are followed for contracting, invoicing, and reporting and that we are producing quality experiences for attendees.
Continuous Improvement: Embrace our culture of continuous improvement by encouraging feedback, conducting regular assessments, and implementing enhancements to programming based on feedback and evaluation results.