Job Details


Director of Customer Retention  ,   
Job Description

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Internally we call this role the Director of Treasury Success and the intention is to ensure our existing customer base fully utilizes our solutions to help them achieve maximum value from our partnership. The focus of the Director of Treasury Success is to develop strong relationships with the Treasury and Finance executives at clients, ensuring that they are have a voice within our organization and are utilizing our products to their fullest potential. This role is focused on retention and renewal of our existing customer base while creating awareness of our product offerings to drive opportunities for expansion. This is an individual contributor role with opportunity to expand the department as our portfolio grows and matures. The ideal candidate has financial audit or technical experience in the insurance industry and is skilled in communicating with 'C' level executives. The Director of Treasury Success works with Marketing, Sales, Payment Operations and Product to deliver world class customer experience to create engagement and advocacy of products.

Essential Job Functions & Responsibilities:
 Develop and implement the Relationship Management program focused on Treasury and Finance functions within our client base to ensure every client receives exemplary ongoing support thereby creating increased referral opportunities and mitigating risk of client turnover.
 Create customer loyalty with regular and consistent communication, feedback and exemplary support.
 As product expert, ensure clients are utilizing the tools and resources available to them to their fullest extent by exploring what is being used and conducting education and training exercises to expand usage.
 Establish cadence structure for customer communication and Executive Business Reviews and administer as appropriate.
 Work with Sales and Success teams to coordinate communication and Executive Business Review content to facilitate renewals and ongoing customer engagement.
 Ensure customer base is educated on various payment or industry topics relative to their use of products and/or services.
 Work with the Marketing, Sales, Payment Operations and Product team to drive engagement and advocacy into our treasury function of our customer base.
 Establish & maintain relationships with internal technology/product teams and external technology vendors and customers.
 Role requires extensive travel (~50%) to meet with clients throughout the US.
 Communicate with key stakeholders internally and externally.
 Interface with technical teams to ensure timely deliverables.
 Other duties as assigned.

Job Requirements


Skills & Qualifications:
 Excellent customer service and relationship management skills.
 Proven leadership skills.
 Team player; works collaboratively with all departments to achieved desired results.
 Excellent communication skills, able to express ideas, concepts and facts in a professional manner. Ability to communicate positive and negative information in a non-confrontational manner.
 Ability to understand business strategies and translate those to a functional and technical perspective.
 Ability to gather information on competitor technologies.
 Abreast of industry trends in the business and technology sectors.
 Ability to travel onsite to customer locations.
Experience & Education:
 Bachelor"s Degree in Business or equivalent experience.
 Minimum 7 years" experience leading customer success/relationship management functions in insurance, payments or other relevant industry.
 In-depth knowledge of the insurance industry with emphasis on treasury and finance functions is required.
 In-depth knowledge of the payments industry is highly desirable.
 In-depth understanding of Success methodologies and best practices.
 Technically and software product oriented with financial audit software background a plus
 Experience with a major audit firm a plus.
Desired Traits:
 Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development, Strong customer service focus.
 Be part of a team devoted to elevating, innovating and growing. We value beauty, agility, expertise, greatness and unity.


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