WE'RE HIRING: ACCOUNT GROUP DIRECTOR

We are a team of financial services sales and marketing professionals, technologists, and entrepreneurs. Many of us have a long history in the digital account origination space and we know that new account openers don't always turn into engaged and profitable relationships. We designed the Digital Onboarding platform to simplify the process and increase new account activation rates which drives profitability.

Our team is deeply passionate about helping financial institutions succeed and we believe that there is no bigger differentiator than delivering an exceptional experience. Paper welcome kits are no match for an automated, fully digital approach. 

While we are a digital company, the Customer Success Team is centrally located in Detroit, MI. 

 

Role Overview

Serve as a day-to-day and strategic contact with approximately five of our largest financial services institution customers and oversee the relationships for customers managed by Customer Success Advocates on your team. Help institutions begin using the Digital Onboarding platform, optimize their email and SMS campaigns as well as their digital step-by-step guides, and expand platform usage by introducing and implementing new use cases. Maximize customer satisfaction and maintain or grow total Annual Recurring Revenue for your portfolio of customers.

 

 

Role Specifics

  • Meet with the highest value/expansion opportunity customers in person, at least 3x annually, ensuring that you are engaged and building strong relationships with senior-level decision makers.

  • Meet with other high value customers in person, at least 2x annually, along with the Customer Success Advocate account owner, in most cases.

  • Manage Senior and other Customer Success on your team and oversee the broader customer portfolio.

  • Participate in ongoing remote meetings to keep projects on track.

  • Understand your customers’ business goals and identify ways that the platform can help institutions achieve or exceed their goals in a measurable way.

  • Be expert in new product releases and how new externally and internally facing enhancements are designed and work.

  • Be proficient enough in more technical customer-facing features such as SFTP and email set up to be able to easily explain them to customers.

  • Advocate for customers internally so that the Digital Onboarding team can enhance the platform to drive usage and satisfaction.

  • Serve as a mentor for Customer Success Advocates on your team.

  • Pursue opportunities to expand customers’ use of the platform for additional products and processes.

  • Work with Customer Success Advocates to help them create (design, write, schedule, etc.) campaigns and modify them, as needed, based on customer feedback.

  • Support customers in completing technical requirements to implement the platform.

  • Ensure that customers understand how to fully leverage the Digital Onboarding platform capabilities to drive success.

  • Work with Customer Success Advocates to help them analyze program results to demonstrate the business impact and suggest and implement optimizations for improving performance.

  • Create and update specific project management documents including timelines and status reports that clearly define key action items, task owners, and deadlines.

Location

This position is based in Detroit, MI.

To Apply

Email careers@digitalonboarding.com