Job details

Customer Delivery Analyst (Remote)

Job Purpose:

This position ensures a coordinated customer delivery experience for new and existing solutions with our B2B customers related to the delivery of successful and on-time implementation of product, services, and program work. This role is the deep subject matter expert assigned a more advanced portfolio of implementations, program changes, mergers, and data processor conversions. This includes maintaining end-to-end product operations process knowledge and they must understand the sequence of processes involved in the production and distribution of these advanced solution-sets.

This position may provide coaching and mentoring to others in the department, lead functional projects, and represents the department on corporate performance office projects as appropriate.

Job Responsibilities:

Coordinate customer engagement experience for a more sophisticated portfolio of new and existing customer deployments.
Provide deep product knowledge expertise and understand sequence of processes involved in the production, integrations, and dependencies to deploy advanced or custom solution effectively.
Act as a customer advocate; responsible for ensuring customer needs are being met during the implementation and conveyed to enhance the implementation process to deliver an exceptional customer experience more effectively.
Build and maintain integrated launch plans that account for internal/external dependencies.
Consult with the sales team and customers to proactively determine implementation requirements and impacts of choices.
Coordinate resources through requirements and effectively implement product/service/testing/training solutions; coordinate with internal teams to ensure a smooth transition between deployment and operationalization. This includes internal, customer, partners, and vendor resources.
Guide customers to set of goals with measurable outcomes.
Work closely with the customer’s organization to identify and minimize risk to the customer’s employees and members.
Communicate implementation status, problems, issues, risks to project manager and production manager as required
Ensure the implementation engagement runs smoothly and on-time using customer resources effectively and customer readiness on the program implementation date.
Resolve operational issues through assessment and understanding of the issue, recommend solutions and implement the agreed upon solution.
Issue and record all appropriate necessary paperwork (contracts, and terms and agreements)
Track information in appropriate systems to monitor production performance and capacity management
Maintain all process documentation and provide clear feedback for continuous improvement within product and implementation capabilities.
Manage multiple solution sets or custom implementations based on scope and size as needed
Troubleshoot customer service requests from sales, internal operations, and customers within appropriate service level agreements and quality guidelines
As assigned, serve as team lead for other members of the department, mentoring performance objectives, training, quality assurance, providing coaching, mentoring and process improvement feedback
Lead functional projects or represent the department on corporate performance office projects as appropriate.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

Bachelor’s Degree in Business, Communications, Marketing or Information Technology or equivalent trade off with professional work experience, preferably in the financial services industry.
Minimum of 3 years of experience working with B2B customers deployments and or service production.
3-5 years’ work experience with product and operational knowledge working with financial institutions.
Ability to effectively communicate and negotiate implementation requirements, project staging, issues, risks, timelines across multiple stakeholder groups.
Demonstrated complex analytical, problem-solving, planning, prioritization, and organizational skills shown in previous work assignments.
Drives results, while advocating for customers and thrives in an environment where customers achieve.
Demonstrated experience in the project management methodologies and tools.
Demonstrated ability to effectively build business relationships with internal and external customers. This must include influencing, persuasion, relationship building and conflict resolution skills.
Must be an agile learner with the ability to make rapid changes to learn processes, integrations, and different products or enablers as needed.
Demonstrated strong collaboration, teamwork, and team leadership skills.
Ability to work independently and effectively under pressure and within deadlines.
Ability to lead, coach and mentor others on processes and subject matter expertise.
Demonstrated experience in business continuous improvement methods.
Demonstrated detail orientation and quality delivery focused.
Proficiency in Microsoft Office Suite including but not limited to Word, Excel, PowerPoint, Teams, Zoom, and Slack.
Ability to travel up to 10% depending on business need.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

$76,900.00 - $115,300.00

Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. If you’re ready to help make a difference, apply today.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please let us know at

talentacquisition@trustage.com

By TruStage

Hello, we’re TruStage™ (formerly known as CUNA Mutual Group)! We’re on a mission to make a brighter financial future accessible to everyone. Dedicated to helping more people — in more ways — make confident financial decisions at every stage. And ...

FUNDING

INDUSTRY

TEAM SIZE

LOCATION

Hybrid, based in Madison, WI

DATE POSTED

July 22, 2023