Senior Post Sales Program Director - Financial Products

The Senior Post Sales Program Director of Financial Products has responsibility for all implementation, support, and customer success processes associated with Motive’s Financial Products and is accountable for the overall spend attainment target. This individual contributor functions as a dotted-line people leader directing activities in pursuit of the company revenue and quality objectives. This person plays a pivotal role in product evolution to adapt to the needs of the market and customer base, driving overall offering maturity and scale.

• Sales support - serve as a resource for the Account Executives to support the sale of Motive Cards and remove blockers
• Implementation - efficiently onboard customers of Motive Cards and other products
• Support - evolve the support of Motive Cards to quickly address issues
• Customer success - drive Motive Card spend adoption via interaction with card admins
• Driver outreach - drive Motive Card spend adoption via communication with the end users
• Product - identify, prioritize, and advocate for product enhancements representing the voice of the customer and the Post Sale stakeholders; Works closely with Motive Card Product teams, Motive Card Sales, and the customer to ensure product customer-initiated product enhancement requests are captured and socialized to key Motive stakeholders  
• Establishes Standard Operating Procedures (SOPs) to ensure smooth transition from sales-to-onboarding occurs
• Attends and actively participates in weekly, monthly, and quarterly Motive Card pipeline, activation, and spend readout sessions
• Assists with customer escalations and takes ownership of in-flight product and process related obstacles that occur, providing objection handling and action plans for quick resolution  
• Assists Motive Professional Services and Motive Product with Card Customer  Integration strategy and project-level Integration deployment planning and execution 
• Works closely with Motive Risk team to support Know Your Customer (KYC) and Know Your Business (KYB) processes as needed 
• Works with Motive Card fulfillment partner(s) as needed to ensure efficient and timely distribution of Motive Cards to the customer 
• Assists Motive Card sales with securing customer and prospect legacy card transaction data and files 
• Assists in delivering Motive Card customer dashboard training and ongoing customer enablement sessions 
• Owns Enterprise Card resource management: staffing, capacity planning, and utilization reporting for all Enterprise Card Project Managers    
• Follows Continuous improvement best-practices in terms of project documentation quality, and archiving project-level artifacts in a common Card Knowledge-base 
• Ensures all Enterprise Card projects and resource time tracking are managed meticulously for accuracy in Motive’s PSA tool
• Provides detailed, timely and accurate project-level metrics for all in-flight Enterprise Card Onboarding projects (% complete, project health, project status)    
• Works closely Motive Customer Education Team (instructional designers) as a Card SME helping to create and refresh Card customer eLearning training materials    

• 10 years experience in Post-Sales Services delivery (Customer Implementation & Project Management) in a SaaS / FinTech company
• Certified Public Accountant (CPA) license
• Exceptional Communication (both verbally and written), presentation, and interpersonal skills
• Excellent time management and organizational skills
• PMP and/or Scrum Master certifications preferred
• In-depth knowledge of Fleet and/or Credit Card underwriting, KYB, KYC processes strongly preferred
• Ability to travel to customer sites required (approx. 10%)