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Vice President, Client Success for LPL Business Solutions (LBS) Group

Job ID: R-017437 Date posted: 08/29/2021 Primary Location SC-Fort Mill Other Locations CA-Remote , NC-Remote , SC-Remote ,CA-Remote

Vice President, Head of LPL Business Solutions (LBS) Client Success

LPL Business Solutions is a fast-growing division within LPL Financial and is looking for an entrepreneurial spirit to be our next leader who will help drive our ambitious vision and reach our next milestones.

Suppose you consider yourself relentlessly focused on delivering results through innovation and a bias for action while also strategizing, planning, developing, and executing projects that help bring scalable narratives to our stakeholders. In that case, we want to hear from you!

LPL Business Solutions (LBS) Group Overview:

LPL Business Solutions (LBS) (https://www.lplbusinesssolutions.comm) is seeking an experienced and energetic VP of Client Success who can develop the Client Success team strategy and build out a team of experienced professionals, and run day-to-day operations. This person will be responsible for overall team leadership, including the design, execution, and optimization of client experiences across our suite of solutions.

LBS is a suite of professional services (Admin, Marketing, and CFO Solutions) and business planning and protection solutions (M&A Solutions, Resilience Plan, Assurance Plan) that are leveraged by LPL’s 19,000 financial advisors to help them run exceptional businesses.

The Role:

The VP of Client Success will oversee the programs and processes to drive more meaningful client engagement and deliver a delightful client experience. The goal is to facilitate scalable engagements with LBS clients to ensure they maximize their realized value from LBS solutions. LBS seeks to be strategic partners, sitting shoulder-to-shoulder with advisors, teams, and end investors, bringing ideas to life. The objectives of LBS are to significantly increase efficiency, help provide better service, and create savings for advisor practices, all while empowering them to focus on what is truly important – taking care of their end investor clients.

Candidates from all US locations will be considered for in-office, remote, or hybrid working status.

Your Team:

The LBS Client Success team specifically aims to drive long-term and sustainable growth, satisfaction, retention, and customer lifetime value from our clients. You will report to the SVP LBS Delivery & Operations and oversee client success/client experience teams that are currently divided into four core areas: 1) Onboarding Experience, 2) Everyday Experience, 3) Moments That Matter, and 4) Community Experience. Given that this is a newly formed team, you will have the opportunity to hire many of the staff and iterate on the longer-term vision for the Client Success team.

Responsibilities:

  • Lead our Client Success team in driving client success outcomes and long-term partnerships

    • Increase overall client retention rate

    • Identifies opportunities to protect existing revenue, analyze revenue variances, and expand revenue through cross-sell and up-sell

    • Influence lifetime value through higher product/process adoption, client satisfaction, and overall health scores

    • Drive new business through greater advocacy and referenceability

  • Define, iterate and optimize on the customer lifecycle journey and milestone.

    • Develop listening points in the journey (e.g., usage, satisfaction, etc.)

    • Standardize programs and interventions for each point in the journey

    • Identify opportunities for continuous improvement.

  • Develop a strategy that delivers a client experience found nowhere else in the wealth management industry. This includes defining, implementing, and reporting on an operating cadence that enables proactive action by our Service Delivery teams.

  • Convert data into actionable insights that inform strategies and tactics.

  • Develop Objectives and Key Results (OKRs) that drive improved client satisfaction and retention.

  • Measure effectiveness of client success programs

    • Define operational metrics

    • Establish tracking systems

    • Create cadence for reviewing and sharing with the executive team

  • Oversee the client feedback processes, inclusive of the Net Promoter Score (NPS) program that informs both the product management and delivery team on what is working and what needs to be improved.

  • Partner cross-functionally with Sales, Marketing, Product Management, Data Analytics, Field Integration, Compliance, and Delivery.

  • Organize and participate in town halls, webinars, and client events to influence our LBS client experience.

  • Create a community where our clients can readily engage with their peers and provide constructive feedback on our products and services.

  • Attract, recruit, inspire and retain the best talent, and grow our current team of high-performing Client Success Managers/AVPs.

Who You Are:

  • You are curious. Curious about your clients and peers. Curious about the latest trends and technologies. Curious about how to drive value through the delivery of exceptional services and experiences.

  • You are a strategic thinker who can develop, as well as execute, a strategic plan.

  • You are Empathetic in viewing the world through others’ eyes. 

  • You are Motivated by helping people and driving value for clients.

  • You are Analytical and base decisions on facts and well-thought-out assumptions.

  • You are comfortable with ambiguity and figuring out how to remove it.

  • You are a great communicator that loves to influence.

  • You are decisive at determining priorities and always organized.

  • You are a hungry learner, always looking for the next way to improve yourself and those around you.

Your Skills & Experiences:

  • Bachelor’s Degree in business or related field required; MBA a plus

  • 10+ years of management experience leading client success/customer success teams and programs

  • Worked at a client-centric company known for client service excellence and high Net Promoter Score (NPS)

  • Proven ability to develop strategies, translate them into initiatives, and track successful delivery

  • Strong background leveraging data in the decision making process

  • Possess high EQ and the ability to create alignment across cross-functional teams to drive results

  • Ability to mentor hands-on, vision-set, and build a team to create a culture of accountability, empowerment, and success

  • Excellent written and verbal communication skills, ability to synthesize complex issues and communicate into digestible messages

  • Ability to engage in Executive and Leadership Team level discussions in an informative and concise manner

  • Must display excellent problem-solving skills with all levels of internal and external clients

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

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Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (800) 877-7210.

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