Associate Director

Associate Director - Customer Success Operations at Trustmark in... The Customer Success Operations Manager will serve a key role in driving the effectiveness and efficiency of our Customer Success team. This position plays an important role in defining customer success objectives, strategy, and tactics, and in implementing processes and technologies that scale. The role will be responsible for driving and supporting CS technology systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau. Further, this role will be responsible for the development of processes and materials to aid in adoption of technology initiatives and enhancements. Additionally, the Customer Success Operations Manager will be responsible for managing data and reporting elements for the CS team. KEY ACCOUNTABILITIES Technology & Systems:In collaboration with Product Owner(s), drive and support Customer Success technology & systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau Partner with assigned Business Analysts to define business... requirements, and support research of possible solutions considering operational efficiencies, customer experience and technical integration for technology Serve as Technology & Systems SME for Customer Success team Process & Enablement Develop processes and provide operational support that drive adoption and successful outcomes for CS Technology Initiatives & Enhancements Manage and oversee reenrollment escalation process, including review and communication of laggard reenrollments Provide guidance on Customer Success and cross functional processes. Conduct RCA reviews on major case incidents. Recommend and ensure corrective action has been implemented. Coordinate cross-functional processes for CS team that help meet reenrollment goals Manage and lead training and change management for assigned technology & systems projects and initiatives Provide materials and data that help the CS team work more efficiently Data & Reporting Monitor data quality within Customer Success systems and work teams to address the root cause of any quality issues and resolve them Create and generate necessary reports to support team, including ongoing reenrollment reporting & escalation reports EDUCATION and EXPERIENCE Minimum Requirements Preferred Bachelor's degree and minimum 4 years of related business analyst or/or process design experience Strong business product analyst and project management background Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Strong leadership competence, with proven skills in managing change, critical thinking/reasoning Strong collaboration skills and ability to influence Proven communication skills; both written and verbal with technical and non-technical staff and all levels of management Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook, Visio, Project), and Agile Toolsets (Jira, Azure, Miro, Confluence, etc.) Insurance and/or Voluntary Benefits industry experience preferred Change management certification preferred Master's degreeSalary Range:$80K -- $100KMinimum QualificationOperations ManagementEstimated Salary: $20 to $28 per hour based on qualifications The Customer Success Operations Manager will serve a key role in driving the effectiveness and efficiency of our Customer Success team. This position plays an important role in defining customer success objectives, strategy, and tactics, and in implementing processes and technologies that scale. The role will be responsible for driving and supporting CS technology systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau. Further, this role will be responsible for the development of processes and materials to aid in adoption of technology initiatives and enhancements. Additionally, the Customer Success Operations Manager will be responsible for managing data and reporting elements for the CS team. KEY ACCOUNTABILITIES Technology & Systems:In collaboration with Product Owner(s), drive and support Customer Success technology & systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau Partner with assigned Business Analysts to define business... requirements, and support research of possible solutions considering operational efficiencies, customer experience and technical integration for technology Serve as Technology & Systems SME for Customer Success team Process & Enablement Develop processes and provide operational support that drive adoption and successful outcomes for CS Technology Initiatives & Enhancements Manage and oversee reenrollment escalation process, including review and communication of laggard reenrollments Provide guidance on Customer Success and cross functional processes. Conduct RCA reviews on major case incidents. Recommend and ensure corrective action has been implemented. Coordinate cross-functional processes for CS team that help meet reenrollment goals Manage and lead training and change management for assigned technology & systems projects and initiatives Provide materials and data that help the CS team work more efficiently Data & Reporting Monitor data quality within Customer Success systems and work teams to address the root cause of any quality issues and resolve them Create and generate necessary reports to support team, including ongoing reenrollment reporting & escalation reports EDUCATION and EXPERIENCE Minimum Requirements Preferred Bachelor's degree and minimum 4 years of related business analyst or/or process design experience Strong business product analyst and project management background Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Strong leadership competence, with proven skills in managing change, critical thinking/reasoning Strong collaboration skills and ability to influence Proven communication skills; both written and verbal with technical and non-technical staff and all levels of management Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook, Visio, Project), and Agile Toolsets (Jira, Azure, Miro, Confluence, etc.) Insurance and/or Voluntary Benefits industry experience preferred Change management certification preferred Master's degreeSalary Range:$80K -- $100KMinimum QualificationOperations ManagementEstimated Salary: $20 to $28 per hour based on qualifications The Customer Success Operations Manager will serve a key role in driving the effectiveness and efficiency of our Customer Success team. This position plays an important role in defining customer success objectives, strategy, and tactics, and in implementing processes and technologies that scale. The role will be responsible for driving and supporting CS technology systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau. Further, this role will be responsible for the development of processes and materials to aid in adoption of technology initiatives and enhancements. Additionally, the Customer Success Operations Manager will be responsible for managing data and reporting elements for the CS team. KEY ACCOUNTABILITIES Technology & Systems: In collaboration with Product Owner(s), drive and support Customer Success technology & systems including Client Central, SharePoint, Salesforce, Dynamics & Tableau Partner with assigned Business Analysts to define business... requirements, and support research of possible solutions considering operational efficiencies, customer experience and technical integration for technology Serve as Technology & Systems SME for Customer Success team Process & Enablement Develop processes and provide operational support that drive adoption and successful outcomes for CS Technology Initiatives & Enhancements Manage and oversee reenrollment escalation process, including review and communication of laggard reenrollments Provide guidance on Customer Success and cross functional processes. Conduct RCA reviews on major case incidents. Recommend and ensure corrective action has been implemented. Coordinate cross-functional processes for CS team that help meet reenrollment goals Manage and lead training and change management for assigned technology & systems projects and initiatives Provide materials and data that help the CS team work more efficiently Data & Reporting Monitor data quality within Customer Success systems and work teams to address the root cause of any quality issues and resolve them Create and generate necessary reports to support team, including ongoing reenrollment reporting & escalation reports EDUCATION and EXPERIENCE Minimum Requirements Preferred Bachelor's degree and minimum 4 years of related business analyst or/or process design experience Strong business product analyst and project management background Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Strong leadership competence, with proven skills in managing change, critical thinking/reasoning Strong collaboration skills and ability to influence Proven communication skills; both written and verbal with technical and non-technical staff and all levels of management Proficient in Microsoft Windows applications (Word, Excel, PowerPoint, Outlook, Visio, Project), and Agile Toolsets (Jira, Azure, Miro, Confluence, etc.) Insurance and/or Voluntary Benefits industry experience preferred Change management certification preferred Master's degree Salary Range: $80K -- $100K Minimum Qualification Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications

Company information Trustmark is a national employee benefits company offering specialized expertise in voluntary benefits, self-funded health benefit plan design and administration, and employee health and fitness programs that drive results through human and virtual connection. Trustmark offers employers access to benefit options usually reserved for large companies, combined with the personal service you’d expect from a small company. Trustmark’s commitment to building long-term, trusted relationships helps people and businesses thrive.• Trustmark Voluntary Benefits provides valuable life, hospital, accident, disability and critical illness insurance designed to fit changing needs based on life stage or financial priorities. Trustmark helps educate employees and provides resources to help communicate the value of benefits and other important company initiatives. To learn more, visit TrustmarkVB.com.• Trustmark Health Benefits is a total benefits solution for mid-sized and large self-funded employers. As one of the nation’s largest independent benefits administrators, we help our clients manage costs without compromising care by offering innovative solutions, flexibility, and complete data transparency for our clients. To learn more, visit TrustmarkHB.com.• Trustmark Small Business Benefits level-funded solutions allow small to mid-size employers to provide affordable health benefits to employees. Available to groups with five or more employees along with simplified underwriting for 51 or more enrolled employees, our comprehensive self-funded plan designs and services help empower clients to be smarter healthcare consumers. To learn more, visit TrustmarkSB.com.• HealthFitness is a comprehensive wellbeing provider that delivers wellness, fitness and injury prevention programs. To learn more, visit Healthfitness.com. Insurance, Financial Services, Wealth Management, Banking, Risk Management, Investment Banking & Asset Management, Wealth & Asset Management Privately Held Founded: 1913 Lake Forest, IL Company Specialties: payroll-deducted voluntary benefits, self-funded health plans, group medical benefits, fitness, wellness and health management, benefits administration, employee benefits, biometric screenings, employee engagement, and small group health plans

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