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Asst Director Field Technology Customer Success

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

This position plays a critical role in the execution of NM’s Field Technology Customer Success strategy by leading a team that delivers the day-to-day technology support and adoption activities for Northwestern Mutual’s field force. Additionally, this role will partner across the home office on critical technology initiatives to bring forth the field’s voice of customer, ensuring that product development, deployment, and change plans address pain points and the unique needs of the field.

Primary Duties & Responsibilities:

  • Lead and coach a geographically distributed team of direct reports to successfully accomplish specific technology adoption and support objectives and annual targets.
  • Develop and maintain relationships with Network and District office leadership to understand and address resource and programmatic needs by office.
  • Collaborate with digital product, technology, and business teams on key technology initiatives, providing field VOC and proactively influencing the direction of adoption and support plans.
  • Partner with peers across Field Technology Customer Success to establish and sustain best practices for program operations and delivery standards.
  • Continuously assess team performance via quantitative and qualitative measures as appropriate; taking corrective action where needed to improve capabilities, reduce inefficiencies, and enhance customer experience.

Qualifications:

  • Bachelor’s degree in information technology, Business Administration / management or related field
  • Minimum of 10 years of increasingly responsible business experience; previous people leadership experience is highly desired Proven people management skills to include human relations and interpersonal skills necessary to manage a group of people.
  • Strong communications skills with ability to build rapport, influence and gain buy-in across peers in the organization (Home Office & Field)
  • Strong understanding of enterprise operations, company strategy and field / client relations.

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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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 in Colorado or work remotely, please click here for information pertaining to compensation and benefits.


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