The Director of Customer Success - FinTech is responsible for building and overseeing the execution of Annual Plans with their assigned customer(s), developing customer relationships that promote retention and loyalty to Inmar/FinTech solutions. The Director will work closely with cross functional team members across analytics, customer intelligence, product, sales and operations personnel in support of customers to ensure they are satisfied with the services they receive and improves on areas of dissatisfaction. Additionally, this person has responsibility for the financial management of the operation and obtains profit contribution by managing staff and establishing and accomplishing business objectives.
Primary Accountabilities:
Strategic (45%)
Work with cross-functional teams to build and deploy the best practices to ensure customers are realizing the maximum benefit from the company’s products and services
Develop and execute annual plans with assigned customer, driving to meet and/or exceed Inmar’s and the customer expectations. Responsible for building and overseeing results vs forecast, building contingency plans to accelerate results
Coordinate with customers and the operations teams to ensure timely execution of advertising and offer programming
Work in collaboration for the Sales team to identify business opportunities specific to the customer(s), utilizing insights from post event analytics, customer intelligence and analytics
Remove barriers preventing associates from delivery customer satisfaction
Define proactive customer engagement model per segmented accounts, install a relationship management model
Segment client based on possible upselling/cross selling opportunities, define strategy for upselling/cross selling, implement strategy, and manage success through key performance indicators.
Liaison with the sales organization on voice of customer defining opportunities for growth with existing customers/conversion to platform for non-platform customers
Oversee operations and implement improved processes and management methods to generate higher ROI and workflow optimization.
Leverage usage patterns and business trends to gain insights, provide guidance and increase satisfaction
Leadership (15%)
Manage the client services and operations teams to deliver
Referenceable Clients
First pass issue resolution
Proactive client engagement
Client satisfaction
Accurate and timely deliverables
Ensure associates and managers are trained on Inmar value propositions and aligned with new product development
Manage client health/voice of the customer indicators and address challenges
Lead monthly, quarterly and annual business review meetings with customer in addition to leading weekly meetings and communications, providing visibility to progress made vs aligned goals
Operational (30%)
Lead the implementation of commercial planning/joint business planning with key retailers, leverage retailer’s assets to lock in advertising and offer based revenue in partnership with Inmar Sales
Oversee the training and onboarding of customers, ensuring strong adoption and ongoing engagement with contracted product solutions.
Ensure new clients are onboarded efficiently and effectively setting up the client success from the first day
Manage associates and managers customer engagement
Manage cost as a percentage of revenue
Ensure all customers are serviced per their contract/SOW
Manage customer profitability
Ensure consistent and continued productivity of the business by resolving operational issues and managing standardized methods and procedures to ensure minimum costs.
Review and support operations, finance, marketing and sales when fundamental or new technology is implemented for new or existing products/solutions or improvement to provide cost reduction, customer requirements and market growth.
Identify quality-improving and feature enhancement request
Requirements:
Bachelor’s Degree required
10 years of progressive experience within a financial service organization, ideally with banking, treasury, Account Payable/Accounts Receivable
Prior Sales Experience (Cross and Upselling) required
Has proven success leading large client service teams
Understands Process Improvement and how to implement change
Strong background in operational systems and reporting
Analytical Skills are a plus
Proficient with Google Suite
Proficient with Microsoft Office
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities.
While performing the duties of this job, the associate is:
Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
Occasionally required to stand, kneel, or stoop, and lift and/or move up to _10_ pounds.
Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.
Occasionally: Job requires this activity up to 33% of the time
Frequently: Job requires this activity between 33% - 66% of the time
Regularly: Job requires this activity more than 66% of the time
Safety:
Support a safe work environment by following safety rules and regulations and reporting all safety hazards.
