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Early Warning® · 12 hours ago

Sr. Client Engagement Manager

Scottsdale, AZ

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Early Warning is a trusted name in payments, partnering with thousands of institutions to enhance financial services. The Sr. Client Engagement Manager will oversee client experiences, improve satisfaction and retention, and identify growth opportunities through collaboration with sales and internal partners.

Financial ServicesFraud DetectionPaymentsRisk Management

No H1B

Responsibilities

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 assigned portfolio including but not limited to:

Act as the single point of contact in charge of day-to-day communication, management and the rapid resolution of service requests for your portfolio

Responsible for providing pre-sale technical, product and relationship support required for a successful on-boarding relationship

Responsible for planning, conducting and creating (Quarterly/Monthly) business reviews or memos to drive specific outcomes using a compelling story built with data from performance analysis results, customer issues, roadmaps and servicing trends

Develops and maintains a deep understanding of Early Warning’s product offerings and how our customers use them

Address, resolve and coordinate customer needs related to model governance, assessments, billing, finance and project management

Articulates the 360 degree view of the customer from a product utilization and use case strategy perspective

Support organic revenue growth and assist customer’s management team in identifying new business opportunities that can be turned over to the Sales team

Influence customer accounts receivable activity to achieve portfolio objectives

Build an understanding of customer’s business objectives, needs and organizational hierarchy related to the servicing of EWS products and services

Responsible for positively influencing customer satisfaction scores in an effort to exceed customer’s business expectations

Review customer complaints/product enhancements and serves as liaison between customer, and Early Warning for action or take ownership as needed

Research and investigate the need of the customer and formulate a resolution with a swift, accurate response

Content management ownership for catalog-driven content to support personalization. Serve as the primary point of contact for statements of work

Able to work in a fast paced, metric driven environment based on quality of interactions and efficiency

Manage the tracking and communication with Business Development and Partner Enablement team members on the status of major client issues, audits or non-compliance management

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

Qualification

Account managementClient engagementFinancial services experienceSalesforce.com proficiencyC-suite engagementCommunication skillsInterpersonal skillsAttention to detailActive listening

Required

Education and/or experience typically obtained through completion of a Bachelor's degree in business, finance or other related field

10 or more years of experience in account or relationship management in the financial services industry

Strong written and verbal communication skills (meeting facilitation, business review presentations; strategy sessions, etc.)

Experience engaging with C-suite executives

Ability to work through multiple software systems

Maintain complete, consistent and quality activity/contact records in CRM and sales application

Excellent ability to influence and consult with internal partners and processes

Ability to travel up to 20%

Strong interpersonal skills and high level of professionalism

Organized with strong attention to detail

Excellent active listening skills

Background and drug screen

Preferred

Experience working with financial institutions (top 100)

Experience in fraud and risk management software environments

Proficient use of Salesforce.com

Additional related education and/or experience preferred

Benefits

Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

12 weeks of Paid Parental Leave

Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.