Member Success Manager

Job description

Company Overview:

XY Planning Network (XYPN) is the leading organization for fee-only financial advisors who want to serve their Gen X and Gen Y peers, providing comprehensive financial planning services for a monthly subscription fee and without product sales or asset minimums. The Network offers a virtual community for new and established financial advisors who want to serve a younger clientele, and provides its members compliance support services, marketing support, business tools and templates, a wide range of technology solutions, and our various service lines.


XYPN was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine. In addition, we have earned accolades in 2018, 2019, and 2020 as one of the Fastest-Growing Private Companies in Montana and in the US by Inc. magazine. This is an opportunity to join a rapidly growing company that is reshaping the financial services industry for the better.


Our mission is to “help people live their great lives”. We have the honor of helping tens of thousands of clients achieve their great lives by supporting the financial advisors who guide them in the financial planning process. We also have the privilege of helping over 1,300 financial planning entrepreneurs achieve their great lives by supporting their businesses' start and growth. Finally, we have the pleasure of helping our 60+ team members live their great lives by being a place where they want to come to work, supporting their unique life circumstances, and ultimately making a difference in the world so we can all leave our mark.


About the Position:

We’re in search of a full-time Member Success Manager to join our talented XYPNers in beautiful Bozeman, MT. In this role, you’ll lead a team of cut-above relationship managers focused on the delivery of the highest caliber of service for XYPN advisors with a singular goal: help those advisors experience firsthand the value of XYPN membership by engaging with our benefits and community.


As XYPN’s Member Success Manager, you’ll build out the strategy for facilitating 1:1 relationships between relationship managers and the XYPN member community. To start, you’ll lead the team and be accountable for key deliverables, including contributing to and overseeing the processes of recurring member reachout and calls, exiting member conversations, and addressing escalated member issues. Looking long term, you’ll ensure that feedback from relationship managers is integrated into our overall member strategy and that XYPN members clearly understand the role (and value!) of the Member Success team.


Whether it’s through written word or verbal conversations, the XYPN Member Success team is dedicated to providing unparalleled service to XYPN members, making the relationship between our team and members meaningful and authentic while ensuring metrics for success are captured.


What You’ll Do:

  • Bring a sense of vision and passion to the Member Success team that translates into energy for all interactions with members
  • Lead a team of relationship specialists to ensure quality, clarity, and consistency
 of relationships and touchpoints
  • Lead the ongoing execution and evolution of a 1:1 relationship strategy that drives high engagement of XYPN’s member firms
  • Closely monitor metrics and use insights from the data to iterate and improve initiatives, including no response and MPS data
  • Make informed decisions about member issues, escalations, and exceptions
  • 
Collaborate with marketing, program and relationship managers to communicate relevant content to the Network
  • Collaborate with the senior management team and the community manager to create new opportunities across our member engagements
  • Become intimately familiar with the XYPN firm journey/business phase and use that knowledge to guide the long-term strategy for the Relationship Management team
  • Develop scorecards to measure engagement effectiveness at each firm journey/business phase
  • Recommend staffing needs for your team based on Network growth and member needs


Projects You’ll Own:

  • Lead the Relationship Management Program to ensure consistent touchpoints with XYPN members
  • In conjunction with our community manager, set the direction for how our community programs impact members
  • Manage and continually evolve the Member Experience Score, a model created to gauge the engagement of XYPN members in our core benefits (this impressive data model allows us to generate a monthly engagement score for every member of the Network)
  • Manage the execution and follow-up to our monthly Member Promoter Score survey, which is a leading indicator of member satisfaction (XYPN’s version of the NPS)
  • Manage the delivery of phase reports to leadership and executive team members on a monthly basis, providing feedback and context to our membership base
  • Manage Member Success interns
  • Author a monthly post for XYPN’s advisor blog


The Deets:

Start Date: Immediately

Status: Full-time (40-45 hours/week)

Location: Bozeman, MT 

Department: Member Success

Reports to: Senior Director of Member Success

Direct Reports: Yes

Compensation & Benefits:

  • Salary: $68,821/year
  • Team member stock ownership plan that contributes XY Planning Network stock to all team members at no cost
  • Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
    • 8 paid holidays when the office is closed
    • 401(k) with match; you put in 6% and we put in 4.5%
    • 12 weeks of paid maternity/paternity leave for the birth or adoption of a child
    • Health insurance w/employer contribution
    • Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
    • Employer paid Life and AD&D insurance
    • Employer paid Long Term Disability coverage
    • $600/year to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee
    • $250/quarter to spend on yourself specific to our core value of “Be Well Being You”
    • $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year
    • $2,000/year available in Professional Development Funds
    • A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years
    • Subsidized employer-sponsored childcare through our internal child care program
    • $5,000 relocation package available to those moving to Bozeman, MT
    • Company-owned laptop computer provided
    • Please see our Policies and Procedures Manual to learn more about our company and benefit offerings

    Requirements

    What You’ll Bring to the Table:

    • You must derive energy from interacting with others (in other words, you must be an extrovert to succeed and be happy in this role)
    • Passion for the XYPN movement and the ability to convey energy and excitement about XYPN membership and benefits
    • Ability to design, develop, and deliver relationship training so XYPN’s relationship managers are cohesive and consistent in their delivery
    • You’re a solid leader and clear communicator, and have highly coveted analytical skills
    • 2+ years of experience managing and developing a team of full-time employees and independent contractors (ideally including experience managing virtual team members) with a proven track record of success
    • 4+ years of experience in customer service or relationship management
    • A willingness to not just oversee, but to also do many things; this means getting your hands dirty in the details
    • Proficiency with technology, and the patience and know-how for getting others up to speed with new technologies
    • Flexibility; daily and monthly tasks will quickly evolve and you need to be willing and able to roll with the punches


    Application:

    • Cover Letter
    • Resume
    • Applications will be reviewed as they are received