Vice President, Technology Customer Success

The Vice President of Technology Customer Success is a strategic leadership role responsible for ensuring that customers achieve maximum value from the company's technology solutions. By leading the Customer Success team, the VP will develop and implement strategies that drive seamless technology adoption, ensure high levels of customer service levels and satisfaction, and provide critical analysis of problems to drive improvement across the Technology organization. This position requires a collaborative leader who will work cross-functionally to deliver exceptional customer experiences and successful outcomes.

• Strategic Leadership : Develop and drive innovative customer success strategies that enhance customer satisfaction across the field and home office.

• Team Management : Lead, mentor, and grow a high-performing Customer Success team. Champion a customer-centric culture to deliver unparalleled service and outcomes. Leverage third-party vendors effectively to incorporate expertise and create staffing capacity flexibility, while ensuring vendor SLAs are met consistently.

• Relationship Management : Cultivate and sustain strong relationships with key customers. Act as an escalation point for critical issues, ensuring rapid and effective resolution.

• Customer Success Programs : Advance and mature the existing customer success programs. Drive the onboarding strategy to ensure seamless transitions and optimal technology adoption. Implement advanced performance analytics to identify performance trends and inform strategic decisions. Partner to drive the development of Customer Success tools and services with ICS that align with the company's target architecture, deliver needed capabilities, including the exploration and opportunity to leverage AI-driven capabilities.

• Operational Enhancements: Develop and implement strategies aimed at optimizing customer success processes to drive high service levels and operational efficiencies. Identify opportunities to streamline operations without compromising service quality.

• Metrics and Reporting : Partner with stakeholders and establish key customer success metrics and trends. Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure the effectiveness and efficiency of customer support services. Implement reporting frameworks that provide insights into customer success metrics and inform strategic improvements. Establish and maintain strong interactions across Technology to identify, correlate, and drive resolution of key drivers of service levels leveraging data and analytics to drive continuous improvement.

• Cross-Functional Collaboration : Partner with Sales, Product, Engineering, and Marketing teams to align customer success initiatives with overall business goals. Leverage customer feedback to inform product enhancements and refine customer success strategies.

• Field and Technical Support: Own the strategy for field technology customer success teams. Foster collaboration with network office leadership to drive technology adoption and increase operational efficiencies and productivity.

• Thought Leadership : Represent the company at prominent industry events, webinars, and conferences. Maintain an acute awareness of industry trends and best practices to ensure the company remains at the forefront of customer success innovation.

• Bachelor's degree in business, technology, or a related field. Equivalent work experience in lieu of a degree.

• Ten or more years of experience in insurance or financial services industry with at least 5 years in a leadership role

• Comprehensive understanding of insurance and investment products and overall insurance operations

• Demonstrated customer-centric focus and delivery of exceptional customer experience.

• Demonstrated ability to think strategically with proven ability to lead decision making process through idea sharing and consensus building.

• Demonstrated ability to partner with other business units to integrate work, and leverage people and organization design in a customer-centric fashion.

• Demonstrated ability to effectively build teams by attracting and building talent.

• Effective communication skills with the ability to build rapport and gain acceptance of people at all levels in the home office and field; demonstrated ability to prepare and deliver clear and smooth presentations.

• Experience in leading customer success initiatives in technology-driven industries.

• Expertise in AI and technology solutions.

• Strong analytical skills to measure and enhance customer support performance.

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please c lick here for additional information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups