Director, Client Training

Description

• Lead a high performing team who is responsible for delivering exceptional learning services to new and existing clients that ensure high client satisfaction and adoption.
• Responsible for translating the organizational business strategy into actionable and dynamic learning enablement capabilities for client onboarding and retention.
• Oversee the Learning Community of Practice (LCOP) organizational structure, initiatives, team councils (such as learning council, CFP council, and/or client council) to ensure business objectives are met.
• Design, oversee, and rollout learning content; define the vision/strategy and build world-class content and curriculum from the ground up for a variety of modalities (on-demand, virtual, in-person, train-the-trainer).
• Define synergies between Training team and Coaching Team; implement cross training where possible so Coaches can assist with delivery of learning, such as Best Practices content.
• Oversee the learning (training and coaching) registration process to ensure an efficient client experience. Reduce redundancy and streamline internal processes for same.
• Oversee the organization's Learning Management System for the training teams, partnering with IT and leaders in the organization.
• Establish and maintain metrics and other tools to measure the effectiveness of learning opportunities and use to influence continuous improvement. Ensure teams meet or exceed service levels and quality standards; and align with the organization's OKRs.
• Define and implement ways to reduce costs and optimize outcomes through the use of technology.
• Optimize the customer lifecycle and journey - onboarding, training, escalations, protocols, and processes - through close collaboration with other parts of the organization.
• Regularly analyze training needs, identify, and develop new approaches, systems, and curriculums to eliminate gaps and improve the efficiency and success of learning.
• Evaluate feedback to ensure learning, course materials, and communications are relevant and effectively communicate the desired message.
• Drive programs and strategies to enable staff effectiveness through policy, process, procedure, tools, and technology within the department and cross-functionally.
• Refine system onboarding processes minimizing lead time and maximizing customer usage and success.
• Resolve customer concerns and issues that escalate above the manager level.
• Maintain in-depth knowledge of company's brands, systems, processes, and policies.
• Communicate as needed with senior management regarding service levels and relevant client experience information and data.
• Build career paths for employees and offer a clear picture of growth and development.
• Lead, supervise, mentor and coach team members, oversee the delegation and quality of work, set annual performance targets for individuals and the team, conduct performance reviews, and manage to department budgets.
• Other duties as assigned.

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 10+ years of client service experience
• 5+ years of managerial experience, preferably with teams of 10+ employees
• 7+ years of training leadership experience preferred
• Previous experience working with financial technology
• Working knowledge of financial advisory services preferred
• Certified Financial Planner (CFP) designation is a plus
• Strong understanding of financial terms and concepts
• 0-15% travel

• Advanced knowledge and experience building learning and development programs from the ground up that can scale with our growth.
• Deep experience leading training and coaching teams in a SaaS organization.
• Strong background in supporting a SaaS product and/or addressing the pain points of the professional services/learning discipline.
• Experience working with a team that delivers learning services to clients whose own success hinges on the quality and effectiveness of the services delivered.
• Broad understanding of industry trends and directions.
• Outstanding ability to work well under pressure in a fast-paced environment.
• Highly motivated and organized self-starter with a keen attention to detail while managing multiple projects simultaneously.
• Innovative learning ideas with a healthy level of skepticism for fads in this field of discipline.
• True leader who aims to inspire the team and clients alike.
• Strong mentorship and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectations.
• Outstanding verbal and written communication skills and interpersonal skills, including the ability to communicate effectively to both technical and non-technical audiences.
• Outstanding client focus, engagement, and advocacy.
• Outstanding working knowledge of customer service principles and best practices.
• Ability to respond quickly to changing needs and adapt as necessary to meet new challenges.
• Ability to work well with all levels of management.
• Ability to deliver constructive criticism in a motivating fashion.
• Outstanding independent judgement and decision-making skills.
• Experience with software application development methodologies and principles.
• Advanced knowledge of eMoney Advisor's products and services is a plus.

At eMoney Advisor, our mission is to help people talk about money. Founded in 2000, it's the only wealth management system that offers transparency, security, mobile access, and superior organization. Our award-winning, web-based services and resources are designed to amplify advisors' value to their clients. Today, we serve more than 100,000 financial professionals and support over 5 million end clients.

At eMoney, we create and nurture a culture that values diversity and inclusion, which enables our employees to thrive and do their best work. Different ideas, perspectives, and backgrounds inspire a stronger and more creative work environment that delivers better results.

eMoney is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.