Director, Client Engagement

Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we're relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond - we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we're only getting started.

With new state-of the-art offices in Scottsdale, AZ (Headquarters), Chicago, IL, San Francisco, CA - plus a growing presence in New York City - we're entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Chicago, IL, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. We are not actively recruiting in Rhode Island.

People matter to us, so we think our best work is done when we're together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual ("remote") workplace models.

Join us and make your mark on what's next in fintech.

*Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

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 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 Qualifications:

• 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.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The pay scale for this position in:

Phoenix, AZ/ Chicago, IL in USD per year is: $155,000 - $175,000.

New York, NY in USD per year is: $160,000 - $185,000.

Remote in USD per year is: $155,000 - $185,000, but will vary dependent on geographic location.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

Some of the Ways We Prioritize Your Health and Happiness

• 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 - Unlimited 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.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.