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Director, Customer Success Operations

Company: Trustmark Companies
Location: Lake Forest
Posted on: January 20, 2023

Job Description:

Trustmark's mission is to improve wellbeing - for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you'll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
Trustmark is currently seeking aDirector, Customer Success Operations, to join the team.
Has the overall accountability for the implementation lifecycle and service experience for new and reenrolling clients in assigned territory. Has direct management and accountability for Customer Success Managers, Implementation Managers, Implementation Coordinators within their assigned region and will be responsible for the strategic direction, oversight and standardization of implementation and service efforts in his or her assigned territory.
Strategically aligns with internal and external partners to ensure appropriate timelines, best practices and SLAs are followed. Will serve as the main escalation point for implementation and service issues within the assigned region. Also be expected to perform as a subject matter expert for the Customer Success team and will be expected to grow and develop his or her associates to be seen as trusted experts and the single source of contact for clients, brokers and external enrollment partners during the implementation and post-implementation service experience process.
Job Responsibilities:
Team Leadership

  • Responsible for shaping and driving implementation and service teams in assigned region
  • Direct management and coaching of Customer Success Managers, Implementation Managers & Coordinators.
  • Provide leadership to foster team collaboration, productivity, efficiency, and agility
  • Support team to clear roadblocks, acting a point of escalation internally and externally
  • Monitor goals and service level agreements to ensure performance levels are met. Recommend and own action plans to ensure department meets and/or exceeds goals.
  • Directs audit activities to ensure quality calibration across the team.
  • Department level quality/quantity audit results. Implements appropriate steps to achieve targets.

    Cross Functional Project Management & Leadership

    • Strategically align and build strong cross functional partnerships
    • Serve as SME and leader for various divisional or product enhancement projects
    • Serve as a member of the Customer Success leadership team
    • Maintenance of production block of business (either Customer Success or Implementation) to maintain and build cross functional knowledge.

      Other duties/projects as needed/assigned

      • Bachelor's Degree in business, communication, or similar field and / or
      • 5 plus years direct or relevant industry / business experience
      • 2 years team supervisor experience
      • Experience managing onsite and remote staff
      • Ability to travel up to 15%. May include occasional weekend travel.
      • Demonstrated proficiency in the following areas:

        • Strong analytical abilities
        • Collaborating and influencing outcomes through others with or without direct reporting authority throughout our organization
        • Solid interpersonal effectiveness. Ability to develop relationships, handle conflict, resolve issues, and promote a strong internal team culture
        • Resolving complex issues and negotiating beneficial outcomes using strong business judgement and decision-making skills
        • Strong oral/ written communication skills
        • Strong organizational skills using a disciplined approach to activities and projects; Ability to manage multiple priorities at the same time
        • Ability to solve problems and align the right organizational resources to meet customers' needs
        • Ability to work independently and to make sound business decisions consistent with divisional strategy and business objectives
        • Demonstrated proficiency in Microsoft Tool (Word, PowerPoint, and Excel) as well as quick ability to learn and use additional systems and tools like, but not limited to, Tableau Server and SharePoint.


          • Working knowledge of voluntary/worksite products and processes
          • Change management skills
          • Demonstrated proficiency with Tableau Server and SharePoint

            Come join Trustmark! Join a team that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Eldersand many health and wellness initiatives.We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
            For the second consecutive year we were selected as a Top Workplace by the Chicago Tribune.The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
            If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.
            All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

Keywords: Trustmark Companies, Lake Forest , Director, Customer Success Operations, Executive , Lake Forest, California

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