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.

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but also for ourselves.

Trustmark is currently seeking an Associate Director, Customer Success Manager, to join the team.

The Associate Director, Customer Success 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 and document processes and provide operational support that drive adoption and successful outcomes for Customer Success Team
• Leads customer success process improvements to completion
• Coordinate cross-functional processes for CS team
• Provide materials and data that help the CS team work more efficiently
• Serve as process SME for Customer Success team

Onboarding & Training

• Develops and facilitates training plans for new and existing customer success team members
• Manage and lead training and change management for assigned technology & systems projects and initiatives
• Ensures that training milestones and goals are consistently met. Communicate gaps to management.

EDUCATION & EXPERIENCE

• Bachelor’s degree and 4 years of related business analyst or/or process design experience
• Strong business product analyst and project management background.
• Passion for designing processes that scale
• 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.).

Preferred:

• Insurance and/or Voluntary Benefits industry experience preferred.
• Change management certification preferred.
• Master’s degree.

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 Elders and 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.

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.

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.