Sr. Client Engagement Manager

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

This role will be responsible for overall client experience with the organization and the products and services it provides. You will work closely with clients in identifying, understanding, and meeting their specific needs and pain points. Success in this role will be demonstrated by improved client retention and satisfaction while growing new business opportunities with existing clients.

Essential Functions

Partner and collaborate with Sales team members and internal key partners to build and maintain a successful support engagement with our customer.

Proactively review customer engagement metrics and data points and create a point of view for our sales and leadership teams regarding product and process opportunities.

Represent the company with senior leadership level engagements with our customers, creating confidence and delivering outcomes that result in improved satisfaction and future growth opportunities.

Serve as the face of the customer advocating for their needs as the company develops future planning and roadmaps.

Support organizational objectives including organic revenue growth objectives, increased customer satisfaction and net promoter scores for the company.

Account relationship management of the assigned portfolio including but not limited to:

• Act as the single point of contact in charge of day-to-day communication, management and the rapid resolution of service requests for your portfolio.
• Responsible for providing pre-sale technical, product and relationship support required for a successful on-boarding relationship.
• Responsible for planning, conducting and creating (Quarterly/Monthly) business reviews or memos to drive specific outcomes using a compelling story built with data from performance analysis results, customer issues, roadmaps and servicing trends.
• Develops and maintains a deep understanding of Early Warning’s product offerings and how our customers use them.
• Address, resolve and coordinate customer needs related to model governance, assessments, billing, finance and project management.
• Articulates the 360 degree view of the customer from a product utilization and use case strategy perspective.
• Support organic revenue growth and assist customer’s management team in identifying new business opportunities that can be turned over to the Sales team.
• Influence customer accounts receivable activity to achieve portfolio objectives.
• Build an understanding of customer’s business objectives, needs and organizational hierarchy related to the servicing of EWS products and services.
• Responsible for positively influencing customer satisfaction scores in an effort to exceed customer’s business expectations.
• Review customer complaints/product enhancements and serves as liaison between customer, and Early Warning for action or take ownership as needed.
• Research and investigate the need of the customer and formulate a resolution with a swift, accurate response.
• Content management ownership for catalog-driven content to support personalization. Serve as the primary point of contact for statements of work.
• Able to work in a fast paced, metric driven environment based on quality of interactions and efficiency.
• Manage the tracking and communication with Business Development and Partner Enablement team members on the status of major client issues, audits or non-compliance management.
• Develop routines and processes with the Sales team members and internal Early Warning resources to ensure Salesforce.com is updated and current for assigned portfolio.
• Develop and foster positive and collaborative internal working relationships with key areas including Billing, Value Activation/Implementation, Product, Marketing, Third Party Assessment team, Security, and Compliance.
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a Bachelor’s degree in business, finance or other related field.
• 10 or more years of experience in account or relationship management in the financial services industry.
• Strong written and verbal communication skills (meeting facilitation, business review presentations; strategy sessions, etc.).
• Experience engaging with C-suite executives.
• Ability to work through multiple software systems.
• Maintain complete, consistent and quality activity/contact records in CRM and sales application.
• Excellent ability to influence and consult with internal partners and processes.
• Ability to travel up to 20%.
• Strong interpersonal skills and high level of professionalism.
• Organized with strong attention to detail.
• Excellent active listening skills.
• Background and drug screen.

Preferred Qualifications

• Experience working with financial institutions (top 100).
• Experience in fraud and risk management software environments.
• Proficient use of Salesforce.com.
• Additional related education and/or experience preferred.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Some of the Ways We Prioritize Your Health and Happiness 

•  Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. 

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.