Account Management Director

REMOTE (US based) | Full-time

Company Overview

Digital Onboarding enables financial institutions to help people and businesses thrive by making it easier for them to stay financially organized and secure. Our digital engagement platform is designed specifically for financial service companies, making us unique and easy to use. We drive customer engagement and satisfaction by combining highly personalized email, text, and individually generated websites.

We are a digital team, which means we hire the best and brightest from across the country. We like working with intelligent and kind people who fight for great ideas, want to get things done, and think creatively to challenge the status quo.

We are a growing company. All of our employees possess an over-the-top team approach towards achieving our goals. We operate in a dynamic industry that creates a fast-paced environment; contributions are highly encouraged and recognized.

Position Overview

Reporting to and in concert with the Chief Customer Officer (CCO), the Account Management Director (AMD) ensures the successful, effective, and efficient running of the Account Management function for the company and aids in maintaining close relationships with the company’s top customers.

The Account Management Director supports the main departmental goal: to ensure the company’s relationship with its customers is considered a trusted, strategic partner. While an individual account manager carries out most day-to-day efforts, the Account Management Director serves both as a resource and monitors the successful delivery of key aspects of the DO customer service standards.

The AMD will also be responsible for monitoring and reporting on departmental KPIs, which involve increasing revenue, level of platform use and proficiency, successful renewal of contracts, and more.

All efforts will reinforce the value and effectiveness of using the Digital Onboarding platform to create, personalize, & optimize customer and member engagement communications at every stage of their relationship with the financial institution. Always be Onboarding.

Key Responsibilities

Leadership/Departmental Support

• Develop appropriate processes and procedures to drive the effectiveness and efficiency of the department, with an eye toward scaling to a larger future company.
• Track, monitor, and report on departmental metrics, such as portfolio risk, use case and platform usage metrics, customer satisfaction, sales, etc., using various tools, chiefly Salesforce CRM.
• Develop processes to track, monitor, report, and lend support to ensure key customer service standards are being achieved, e.g., tracking (and participating as needed) in annual strategic business reviews, individual customer strategic roadmap development and progress, quarterly updates, creative brief submissions, results/ROI presentations, etc.
• Monthly, during departmental staff meetings and quarterly all-company meetings, update the team on progress on key KPIs and customer service delivery success metrics.
• Help in crowd-sourcing ideas, content, trends, campaigns, and platform solutions as they relate to supporting our customers and company at large.
• Other duties as assigned by CCO.

Account Management

In collaboration with the COO, and as a mentor to the account management team:

• Develop relationships with key stakeholders at the top 25% of our customers alongside the assigned account manager. This includes attending periodic (quarterly) meetings and may include in-person meetings.
• Drive the successful attainment of key departmental performance metrics with the highest priority on adding annual recurring revenue and customer retention.
• Understand customers’ business goals and identify ways that the platform can help institutions achieve or exceed their goals in a measurable way.
• Demonstrate platform results with the goal of demonstrating the business impact (ROI) and suggest and implement solutions for improving performance.
• Advocate on behalf of customers to inform platform development with the goal of increasing usage and proving value.

Platform Knowledge/Proficiency

• Understand most aspects of platform functionality and be able to demonstrate the key features of the platform easily.
• Understand new product releases and how new externally and internally facing enhancements are designed and work.
• Obtain a solid understanding of technical features such as data ingress methods, targeting, campaign creation, and set-up, etc.

Core Competencies

A customer service orientation is critical to success. Expectations include:

• Must possess deep experience in building solid customer relationships, repairing/restoring relationships that may have faltered, and managing constructive customer feedback, including the involvement of additional internal teams as appropriate.
• Expert in development and managing the delivery of successful customer service experience, including developing core standards, processes, and performance measures.
• Must be an accomplished professional communicator (oral/written/presentation), possess solid negotiation skills, and have an empathetic approach to solving customer service issues.
• Experience in enhancing team members' professional development and performance by utilizing supportive and constructive feedback, leading by example, and external resources when appropriate.
• Respect and appreciate the internal Digital Onboarding team’s contribution to the overall success of the customer relationship.
• Individuals who are well equipped for the position thrive in a dynamic environment, are proactive and have a solution-focused orientation, self-motivated, highly organized, and deadline-driven.

Qualifications

• 10+ years of experience in a senior leadership role, 5+ leading a customer service team, ideally in the financial services industry.
• Proficiency in working with commonly used business software and communication tools (Microsoft Office, Google Drive, Slack, etc.).
• Willingness to travel as necessary (roughly 4-6 weeks a year).

The above-listed responsibilities should be a guideline of expectations for this role and are not meant to be all-encompassing. The duties and responsibilities of this position may change from time to time at the sole discretion of Digital Onboarding. 

This is a full-time, exempt position. The position is fully remote (except for times when travel may be required); residency must be within the continental U.S.

Apply Now

College degree not required. If interested, shoot us an email at careers@digitalonboarding.com. Tell us a little about yourself and attach your resume or include a link to your LinkedIn profile.