Director, Key Accounts

Envestnet is seeking a passionate and talented Director, Key Accounts to join our Service team. 

Envestnet is transforming the way financial advice and wellness are delivered. Our mission is to empower advisors and financial service providers with innovative technology, solutions, and intelligence to make financial wellness a reality for everyone. 

Since our founding 20 years ago, we are fully vested in helping people live an intelligent financial life. If you love the idea of working in a Fintech company with the environment and excitement of a start-up where you are making everyday impact - then read on.

Job Summary:

Envestnet Wealth is seeking a talented and passionate Director of Key Accounts to join the Key Accounts team. This team is responsible for service relationship management for our top clients. The Director of Key Accounts is responsible for providing leadership, strategic planning, problem resolution, point of escalation, executive communication and management of the Key Accounts team at Envestnet. This role will provide leadership in best practices to other client facing leaders and will be highly client-focused to ensure these are consistent with both client and management expectations. 

As part of the service management team, this role collaborates with cross functional partners to discover, document, and analyze pain points and recommends process-led solutions for both client -facing, service and operational challenges. This position requires excellent presentation abilities to Senior Level Management, Executives, as well as company, industry and client related conferences.

Responsibilities include defining and maintaining the highest possible standards to ensure the Key Accounts team provides our clients a positive experience with Envestnet. Success is determined by the team’s ability to meet the defined goals listed below. 

Job Responsibilities:

• Business Ownership
  
  • Manage headcount of the department
  • Manage the segmentation of clients by revenue and profitability; while staying apprised of changes to client contract and pricing negotiations
  • Establish relationships with top clients and maintain relationships with senior business owners
  • Senior escalation point for all client issues working internally and with client ensuring viable solution is identified and plan to resolve is done in a timely and effective way; develop and maintain a process to provide comprehensive and timely Executive visibility into client issues
  • Establish a process to report on overall client satisfaction to the leadership team
  • Develop and maintain comprehensive communications plan with the team and the clients on key initiatives & industry trends, corporate changes, marketing communications, process and support changes, release training and notes, platform outages, quarterly maintenance, and ENV sponsored events and conferences
  • Lead, educate, mentor, and share knowledge with the team, management/leadership, partners, clients, and stakeholders with regards to the company’s client success vision, opportunities, and challenges
  • Define and execute on strategic development plans and ensure they are in line with the Envestnet strategic direction, in partnership with key internal stakeholders (e.g. sales, product teams, service teams, marketing, legal)
  • Demonstrate excellent problem-solving skills; effective communications both internally and externally; challenge the status quo and influence positive outcomes and changes, when appropriate
  • Demonstrate thought leadership by proactively connecting the dots across various teams and initiatives across the organization
• Products
  
  • Demonstrate proficiency across the Envestnet & Tamarac suite of products
  • Keep abreast of overall company products and service offerings provided to clients
  • Ensure a firm understanding of upcoming functionality and new services
  • Contribute to building a comprehensive knowledge base of best practices
  • Work closely with the Product Management team to provide feedback on ways to improve the product for your team and clients
  • Maintain up-to-date knowledge of industry trends, emerging technologies, and client service best practices
  • Clients
  • Establish processes to measure and monitor overall client satisfaction including enhancing the executive client profiles to provide a comprehensive view of services, solutions, and support
  • Develop processes which will ensure successful implementation of new firms
  • Escalation point for complex issues; demonstrated ability to resolve escalations in a timely manner
  • Manage client goals, development requests, expectations, interactions, and assign resources accordingly within your teams to effectively manage and track all client relate