Strategic Accounts Manager

REMOTE (US based) | Full-time

Company Overview

Digital Onboarding enables financial institutions to help people and businesses thrive by making it easier for them to stay financially organized and secure. Our digital engagement platform is designed specifically for financial service companies, which makes us unique and easy to use from the start.

We drive customer engagement and satisfaction by using a combination of highly personalized email, text, and websites. We are a digital team, which means we hire the best and brightest from across the country. We like working with intelligent and kind people who fight for great ideas, want to get things done, and think creatively to challenge the status quo.

We are a growing company. All our employees possess an over-the-top team approach towards achieving our goals. We operate in a dynamic industry and are a fast-paced, growth-oriented company. Individual contributions are highly encouraged and recognized.

Position Overview

Reporting to the Chief Customer Officer (CCO), the Strategic Accounts Manager serves as the primary point of contact for Digital Onboarding’s customers, focusing on serving our largest key accounts. Key responsibilities include understanding customers’ business goals, positioning the company as a trusted, strategic partner in achieving those goals, expanding platform usage, and nurturing the relationship to ensure the customer is satisfied and delighted. The Strategic Accounts Manager is also responsible for maintaining and growing total annual recurring revenue for their portfolio of customers.
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Additionally, the Strategic Accounts Manager supports the CCO in departmental needs, including mentoring and coaching members of the team, contributing to the development and maturity of the department as a whole, offering recommendations, or leading efforts to improve efficiencies and effectiveness among all relationships (external, inter-department, and company-wide), as well as departmental processes and procedures.
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All efforts will reinforce the value and effectiveness of using the Digital Onboarding platform to create, personalize, & optimize customer/member engagement communications at every stage of their relationship with the financial institution. Always be Onboarding!

Key Responsibilities

Account Management

• Develop a trusted, loyal, strategic customer relationship by establishing a strong rapport with platform users and key stakeholders. A variety of tactics are deployed, including following each financial institution on social media (and their related customer contacts), keeping abreast of industry trends and competitive solutions, identifying unmet needs or threats to the relationship, and offering solutions—which may include tapping the knowledge and expertise of additional Digital Onboarding persons or teams.
• Drive campaign expansion by creating a strategic “roadmap” in concert with customers. During regularly scheduled calls with customers assess progress to keep campaign expansion plans on track. Update the plan as needed, minimally once a year.
• Work in concert with our Support Team to build Customer Management Plans that drive usage, adoption, and expand customer relationships.
• Manage customer relationships through regularly scheduled meetings, meeting recaps, and coordinating inter-departmental support as needed to ensure customer satisfaction, platform advocacy, and contract renewal success.
• Prepare and present strategic business reviews (typically annually), demonstrating an understanding of customers' strategic goals, analysis of current platform use, highlighting our product features and roadmap, and results and recommendations for optimizing current campaigns and future projects.
• Identify, progress, and close sales opportunities to expand relationships (additional annual recurring revenue) to successfully meet departmental goals.
• Lead negotiations of contract renewals and incremental services.
• Identify and source appropriate customers to act as a reference for prospective customers, participate in beta programs, be a case study partner, participate in company-sponsored webinars, etc.
• Represent Digital Onboarding at customer events and conferences as needed or assigned.

Platform Knowledge/Support

• Be efficient in creating and editing customized Digital Onboarding campaigns - microsite pages, emails, and text messages.
• Conduct platform training to encourage self-service and maximize platform utilization among our customers. Help customers understand how to fully leverage the Digital Onboarding platform capabilities to drive success and educate them on new features and best practices.
• As a stakeholder in the product development process, offer insights relating to customer platform use and enhancement requests.
• Obtain a basic understanding of platform functionality and features to demonstrate to customers and answer questions.
• Assist with support as needed, but primarily keeping abreast of outstanding issues and escalate if required.

Departmental Participation

• Proactively look for opportunities to improve overall customer service delivery and lead execution.
• Act as a mentor/coach for account managers seeking advice, support, or assistance.
• Maintain accurate and timely status reports on assigned customers to update CCO weekly.
• Maintain and update customer records within CRM (Salesforce) weekly.
• Crowd-source ideas, content, trends, campaigns, and platform solutions as they relate to supporting our customers and company-at-large.
• Contribute and collaborate in department efforts relating to reference requests, the Customer Forum, the Account Management Newsletter, product, and marketing input/requests, and other duties as assigned.

Core Competencies

A customer service orientation is critical to success. Expectations include:

• Ability to leverage the most important dynamic of account service: gathering and interpreting customer feedback and appropriately planning future interactions.
• Understand company and customers’ long-term strategic goals while implementing short-term tasks.
• Quickly identify issues and seek solutions; confidently ask for clarification and assistance when needed.
• Respect and appreciate the internal team's contribution to the overall success of the relationship.
• Individuals who are well equipped for the position thrive in a dynamic environment, are proactive and have a solution-focused orientation, self-motivated, highly organized, and deadline-driven.

Qualifications

• 8-10 years experience in customer service/ relationship management in marketing, digital solutions, fintech, or financial services industry.
• Prior experience in managing large, key accounts.
• Proven executive relationship-building skills and experience maneuvering within C-level structures of large accounts.
• Understanding marketing concepts, customer communications, and the financial services industry (banks/credit unions) is required.
• Expert written and verbal presentation skills; ability to plan, prepare, and lead successful meetings, which are primarily virtual (video conferencing).
• Experience using a variety of platforms and software services; examples include Google Docs, CRM platforms, website-building platforms, email platforms, and marketing automation tools.
• Willingness to travel for customer events, conferences, training/team building meetings, and the annual all-company meeting.

The above-listed responsibilities should act as a guideline of expectations for this role and are not meant to be all-encompassing. The duties and responsibilities of this position may change from time to time, at the sole discretion of Digital Onboarding.

This is a full-time, exempt position. The position is fully remote (except for times when travel may be required); residency must be within the continental U.S.

Apply Now

College degree not required. If interested, shoot us an email at careers@digitalonboarding.com. Tell us a little about yourself and attach your resume or include a link to your LinkedIn profile.