at Early Warning Services in Chicago, Illinois, United States
Job Description
At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.
Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.
Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.
Overall Purpose:
In the Director of Client Engagement role, you will be responsible for leading a team of professionals responsible for overall client experience with the organization and the products and services it provides. You will work closely with other leaders in Early Warning to promote resolution of client's issues, add product enhancements and drive direction of our Technology Roadmap. Success in this role will be demonstrated by overall improved client retention and satisfaction while growing new business opportunities with existing clients.
Essential Functions:
Leading a team of Client Engagement Executives and coaching them on disciplines, techniques, and tools to be highly effective at problem solving and issue resolution.
Partner and collaborate with Sales team members and internal key partners to build and maintain a successful support engagement with our customer.
Proactively review customer engagement metrics and data points and create a point of view for our sales and leadership teams regarding product and process opportunities.
Represent the company with senior leadership level engagements with our customers, creating confidence and delivering outcomes that result in improved satisfaction and future growth opportunities.
Serve as the face of the customer advocating for their needs as the company develops future planning and roadmaps.
Support organizational objectives including organic revenue growth objectives, increased customer satisfaction and net promoter scores for the company.
Account relationship management of the entire EWS Portfolio, including but not limited to:
Acting as a single escalation point, resolve roadblocks hampering service requests and setting day to day leadership routines.
Connect team performance metrics to customer engagement metrics.
Define, measure, and execute a Client Engagement Strategy that improves client retention, improves research capabilities, speeds issue resolution, improves customer satisfaction scores and helps drive new business opportunity growth with our clients.
Coach team to have a strong understanding of customer's business objectives, needs and organizational hierarchy related to the servicing of EWS products and services.
Partner with product, marketing, and training to develop and maintain a post onboarding education and success curriculum including, but not limited to, product use cases, usage tips, video instructions and performance white papers.
Act as the owner of the Early Warning Enterprise Contact and Communication Strategy in conjunction with Sales. Develop issue management comms strategies and team tactics, execution, and tracking.
Key stakeholder for various enterprise initiatives impacting clients.
Partner with Sales to maintain an organic revenue pipeline in identifying new business opportunities that can be turned over to the Sales team.
Able to work in a fast paced, metric driven environment based on quality of interactions and efficiency.
Develop routines and processes with the Sales team members and internal Early Warning resources to ensure Salesforce.com is updated and current for assigned portfolio.
Develop and foster positive and collaborative internal working relationships with key areas including Billing, Value Activation/Implementation, Product, Marketing, Third Party Assessment team, Security, and Compliance.
Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
Minimum Qualifications:
Education and/or experience typically obtained through completion of a bachelor's degree in business, finance or other related field.
12 or more years of demonstrated service or relationship management experience in one or more of the technical, fraud, risk, or financial institution industries.
Strong written and verbal communication skills (meeting facilitation, business review presentations; strategy sessions, etc.)
Experience engaging with C-suite... For full info follow application link.
Early Warning is an equal opportunity employer that takes affirmative action to employ, and advance in employment, qualified minorities, women, individuals with disabilities and covered veterans.
