Director, Customer Success

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) and Chicago, IL - plus a growing presence in San Francisco - 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, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

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

This position manages a team of Customer Success Managers to provide support to Early Warning's Customers. Provides leadership in order to provide a high level of support, to remove impediments for CSMs and to drive increased adoption and utilization of company products. Manages team through established metrics to meet published SLAs and annual goals. Will own escalation situations independently of other management intervention. Identifies opportunities including upselling and cross-selling of related products/services. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops and evaluates personnel to ensure the efficient operation of the function.

Essential Functions

• Manages high performing team. Conducts team meetings, counseling, coaching, interviewing, training, instilling positive reinforcement.
• Manages the support of all customer incoming calls, emails or other social media platforms and ensures their resolution. Manages team responses to ensure consistent, thorough communication until issue is solved or complaint is adequately resolved.
• Identifies opportunities to streamline procedures, enhance revenues and improve product efficiency through comprehensive statistical inference.
• Actively collaborates with team members and other groups to promptly and effectively resolve incidents and customer requests.
• Analyzes customer experience from data stored in reporting database. This includes preparing logical summarization and recommendation on how client can increase value of products.
• Supports client support enhancements by identifying and quantifying client feedback, delineating the gaps between feedback and the capabilities of existing technology, subsequently recommending improvements to cross-functional teams.
• Manages customer communication and escalations for root cause analysis and system/product changes. Handles and responds to customer escalations when beyond the skill/knowledge of CSMs. Manages customer escalations taken on by CSMs to ensure resolution and adequate response.
• Works with sales to understand and negotiate through billing and contractual challenges specific to each customer.
• Ensures department is in compliance with internal policies and procedures.
• Supports the company's commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and experience typically obtained through completion of a Bachelor's Degree in Business Administration, Operations Management or related field. Master's Degree and/or relevant experience preferred
• Professional services / consulting experience

• Management experience with medium to large sized operational/support team.
• Financial services / banking experience preferably in customer service/sales roles
• Contract experience; reading, reviewing and general understanding of contract documents
• Demonstrated ability to leverage excellent analytical skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis and service management (such as log interpretation and performance monitoring)
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to prioritize and lead multiple projects simultaneously with attention to details and find solutions to issues and drive for results
• Exemplary verbal and written communication skills with proven success managing external client relationships and dealing with difficult situations.
• Background and drug screen.
• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

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

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.

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.

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.