At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition
Job Purpose:
This position’s mission is to grow long-term sustainable recurring revenue and to achieve annual revenue goals through our Business Partners and direct sales to Financial Institutions. Business Partners refers to any entity that distributes our products and services as an integrated part of their product lines or directly integrates our products and services for their own use. Our Financial Institution Management team’s mission is to manage and preserve our recurring revenue growth and to provide exceptional support, training, and services to Clients.
The Client Success Manager role is responsible for the proactive interface with Financial Institutions (FIs) to maximize post-implementation value capture for FIs purchasing Compliance Solutions dynamic products. This includes coordinating and communicating with specific members of assigned FI organization (i.e., operations, compliance, management, technical, etc.) to ensure combined solutions meet the needs of our clients through recommendations, risk identification, process improvements and scalability. Engagements may include long-term relationships and short-term billable optimization reviews. This position requires working closely with the entire Compliance Solutions organization to strengthen the FI relationship at all levels to grow and maintain the FI base and to preserve and grow revenue.
The expectation is for this individual to have deep Compliance Solutions dynamic product knowledge, a recognized client-service orientation, and a strong leadership mentality. Also, the Client Success Manager must have strong intellect, a results orientation, a passion for the Fintech industry and the ability to execute in a dynamic environment, with superior communication and strong project management skills.
Job Responsibilities:
- Develop relationships with specific FI team members and representatives.
- Build trust with each FI team member and representative. It all starts with personal integrity – do what you say you’re going to do when you say you’re going to do it.
- Find common ground with the FI team members and representatives; get to know the team members and representatives and build a strong relationship with these individuals.
- Serve as primary face of post-implementation activities for senior FI interactions (e.g., workshops, meetings, conferences, etc.), including leading and/or presenting in discussions and attending post-implementation check-ins with senior FI leaders from pre-sales through post-implementation value capture activities.
- Maintain revenue stream through exceptional FI support.
- Proactively recognize risk and opportunities to maintaining our revenue stream and mitigate these risks and opportunities.
- Ensure that the FI is clear on issues, priorities and is on the current product release; quickly and effectively communicate disposition of any issues to the FI.
- Recommend features, services and solutions that empower our clients’ success.
- Engage in optimization reviews and billable engagement opportunities with customers who desire high-touch usage reviews and optimization work post go-live; this individual must have enough Compliance Solutions dynamic subject matter expertise to execute optimization work.
- Provide industry guidance into the development of the FI’s roadmap in support of their success.
- Represent post-implementation value capture perspective and activities to internal stakeholders
- Ensure the FI’s optimal use of product functionality.
- Ensure that the FI is utilizing our product, tools/resources and system in the best way possible. Actively seek to determine how Compliance Solutions can best provide support to the FI.
- Regularly ask yourself, “During training or ongoing process, how can the FI better understand and use our product, tools/resources and system?”
- As part of the Client and Partner Satisfaction Review process, understand what the FI’s are saying about the Partner as well as Compliance Solutions. Proactively work with the FI to listen and then respond to this feedback.
- For each EBR, as part of an ongoing feedback loop, drive the facilitation of the executive reviews, ensure clarity on all release/functionality enhancements, prescribe the optimal use of our solutions, speak to best practices and the return on investments, and prioritize any needed resolutions.
- Maintain long-term relationships with FI teams and representatives.
- Advocate for the FI and act as primary point of contact for the FI line of business contacts.
- Ensure proactive, regular communications to all internal stakeholders (e.g., Product team, Client Support Manager, Partner Executives, etc.) and specifically the Client Implementation & Support Managers in support of FI success.
- Based on market segment, coordinate the details/summary for a recurring (i.e., quarterly, semi-annual, or annual) Executive Business Review (EBR); help to build an executive business plan and review the attainment of this plan. Ensure hands-on, active facilitation, and organization of executive reviews.
- Anticipate and recognize FI needs and expectations in times of flux and change of the FI team representation.
- Ensure coordination and alignment with the Compliance Solutions Client Support Manager for end-to-end support and management of the FI.
- Ability to make sound business decisions related to requests from FI representatives and team members.
- Organizing, tracking, and reporting the delivery of service and support for large initiatives.
- For all product lines, orchestrate resolution of product and infrastructure obstacles, enhancement requests and defects.
- Review issues submitted within Service Level Standards guidelines, create IR’s as needed, and set expectations for delivery and completion.
- Schedule and conduct periodic issue meetings with FI team members to provide the status of overall issue management.
- Proactively gather ‘Voice of Customer’ and market insight from FI leaders to inform future product development and enhancements while strengthening Compliance Solutions’ brand through ensuring positive client experience and broadcasting the value of Compliance Solutions’ products
- Track enhancements and proactively communicate upcoming product releases/enhancements to clients
- Coordinate Compliance Solutions’ resources to address complex needs on behalf of the client to assure client expectations are met in a timely manner.
- Ensure successful issue and process management.
- Drive process adherence and ensure day-to-day issue management using a consistent review process and our internal management tools (e.g., databases, JIRA issue tracking/CRM applications, bug-tracking tools, source controls, management reports, etc.). Activities should include the following: change process, issues process (support), research process, development process, and communication process.
- Update CRM including entering notes on discussions and issues immediately into CRM and regularly running issue reports to identify and address any outstanding issues.
- Proactively inform our employees and/or clients, where appropriate, on the status of an outstanding issues.
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
- Bachelor’s degree from an accredited college/university or equivalent work experience.
- Five or more years of functional work experience.
- High-level expertise with our Compliance Solutions dynamic products.
- Strong service orientation/passion.
- The ability to work as part of integrated teams.
- Strong understanding of current issues and trends in the Fintech and banking industry.
- The ability to develop and maintain working relationships based on trust and respect.
- A self-starter.
- Problem solving abilities.
- Excellence in relationship management, including dynamic communication across levels and stakeholder groups
- Experience developing, leading and managing across multiple business areas such as sales, operations, product, and marketing.
- Proven success and experience in collaborating and influencing multiple functions and groups to achieve desired goals.
- Persuasive communication skills demonstrated both in writing and verbally; ability to communicate on behalf of senior management.
- Proven ability to prioritize, lead, and manage multiple projects and tasks to successful completion in a complex environment; strong project management experience required.
- Ability to influence without authority while being decisive in management of multiple competing stakeholder groups, both internal and external
- Ability to understand dependencies and coordinate activities across multiple concurrent projects
- Travel may be required up to 35%
- Superior proficiency in Microsoft® Windows environment, Microsoft® Office, Internet, Email, general computer environment.
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If you’re ready to help make a difference, apply today. A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$93,100.00 - $139,700.00
At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.
Accommodation request
TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.