Careers @ Advicent

Build the future. Own your future.

Advicent Solutions is the leading provider of software-as-a-service (SaaS) technology solutions for the financial services industry. Our products include Web-enabled marketing communications, needs-assessment and financial planning tools. More than 250,000 financial professionals, including dozens of the world’s largest financial institutions, use Advicent’s solutions to help them grow their business, create exit barriers and stay top of mind.

Our team is revolutionizing the financial planning industry. Come join us!

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Customer Experience, VP

US-WI-Milwaukee
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Overview
Advicent is a financial technology (FinTech) company embarking on the next phase of our growth journey.  Through our innovative product capabilities and dedicated services we are able to help thousands of financial professionals and their clients understand and impact their financial future. Our mission? To one day enable everyone to achieve this same goal.
Position Purpose

As Vice President, Customer Experience, you will have one goal: to exceed customer expectations at every turn. To meet this goal, you will develop and implement a radical, transformational vision and strategy for the Customer Experience functions to amaze our customers, keep them satisfied, and secure long-term partnerships; these objectives will strike a balance between delivering exceptional value for our clients and driving the short and long-term success of Advicent.

What you’re accountable for
  • With passion, cultivate trusting relationships with key stakeholders at enterprise customers in order to aid them in maximizing their return on software investment.
  • Modernize the technical support function by driving best-in-class best practices that will not only exceed end-user expectations but also build a high performing team of Advicent All-Stars.
  • Reimagine the Advicent onboarding experience for new customers, ensuring each firm is set up for measurable success today and into the future.
  • As a member of the senior leadership team, represent the voice of the customer in order to drive effective adoption, retention and growth strategies.
  • Represent Advicent and facilitate discussion with current and prospective customers during strategic planning meetings, Partner Alliance workshops, trade shows, and other special events.
  • Lead the design, development, effectiveness, profitability, and continuous improvement of strategies, processes, and solutions within the Partner Experience teams – Professional Services, Technical Support, and Software Adoption – to ensure partner success. This includes 3-5 direct reports and 30-35 indirect reports.
  • Establish KPIs to monitor and ensure there are consistent and valuable customer interactions - tracking email updates, weekly stand-ups, strategy calls, and on-site visits.
  • Work to grow our partner relationships, identifying new opportunities and working cross-functionality to develop the opportunity.
  • Analyze customer interaction and loss data to provide insight and recommendations for increasing customer retention.
  • Provide competitive intelligence to management based on personal and team when necessary.
  • Take the lead on at-risk customers and work directly with senior leadership team when necessary.
  • Coach employees and provide feedback to internal teams on partner needs based on consultation and review.
What skills are required
  • Bachelor’s degree in applicable field; MBA would be a plus.
  • At least 7 years of experience leading a customer success team, professional services or project management organization within a B2B software company.
  • Ability to effectively manage processes, relationships, and resources to enhance organizational capability and results.
  • Experience in managing professional services software projects.
  • Strong communication skills (verbal and written).
  • Strong meeting facilitation skills.
  • Ability to travel up to 25%, both domestically and internationally.
To be successful at Advicent, you will
  • Always seek a meaningful outcome and maintain a sense of urgency in everything you do.
  • Be continuously curious and have an ongoing desire to disrupt the status quo.
  • Take initiative and look to expand your role.
  • Always look for ways to contribute to the team and our success.
Benefits & Perks
  • Health, dental, vision, HSA/FSA, 401K employer match
  • 4 weeks PTO, 9 paid holidays, 8 hours paid volunteer time off
  • Free access to on-site fitness center, casual dress, President's Club incentive trip for top performers, free covered parking, free caffeine (coffee and soda), monthly volunteer opportunities, employer-sponsored engagement & wellness events
  • Tuition reimbursement, industry training opportunities