Client Success Manager

Summary of Duties and Responsibilities:

A client Services Manager serves as the face of the company to existing financial institution customers . This is accomplished by listening to each client to gain an understanding of their individualized needs, in order to direct them to the appropriate product or service. It is important for the client success manager to manage the expectations of clients; when disruptions occur during the service delivery process, it is imperative that they work to
resolve situations quickly, as the goal is to win their repeat business.

Primary Duties and Responsibilities:

• 25% - Establishes productive, professional relationships with key personnel in assigned customer accounts.
• 25% - Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
• 25% - Proactively assesses, clarifies, and validates customer needs on an ongoing basis. Coordinates account planning processes that develop mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
• 10% - Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
• 10% - Provides appropriate reporting of effectiveness of fraud prevention efforts for assigned clients
• 5% - Other duties as assigned

Required Education, Work Experience, and Skills:

Minimum of 3 years experience in financial institution debit/credit card fraud prevention. Demonstrated success in researching fraud events, understanding emerging fraud trends and formulation of mitigation approaches is required. A college degree is preferred for this position. However, work experience weighs more heavily than does formal education. Experience in customer service, sales and project management in addition to the above requirements is desired.

Required Skills:

• ability to manage multiple tasks simultaneously
• excellent written and verbal skills
• Personal Computer
• Microsoft Word and Excel

Other required skills include:

• Foster Teamwork
• Promoting Process Improvement
• Planning

Travel:

This job does require some travel. The estimated amount of travel is 25% or less.

On Call:

This job is part of the company-wide after hours call rotation. Call responsibilities are limited to 1 day in every 7 - 10 days on a rolling rotation. No back to back on-call days.

Other Considerations:

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties, as may be required by their supervisor.