Client Engagement Lead

Overview

The focus of the Client Engagement Lead is to develop and execute against broad relationship, growth, renewal and retention strategies on their customers within the top customer tier. The Client Engagement Lead is accountable for the coordination and transparency needed to drive a successful, multi-pronged growth and retention strategy as well as a multi-level relationship engagement across the customer’s progeam and leadership team. The Client Engagement Lead is accountable for coordination as well as development and execution against a broad relationship map to drive deep relationships across their customer organizations, and have continuous oversight on all programs to drive success.

Responsibilities

• Develop, foster, and maintain broad relationships with customer accounts:
• Liaison between company leadership and client or prospect. Serves as the client’s/ prospect’s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary. Responsible for managing, tracking, and closing all client issues..
• Ensure effective communication with clients regarding all critical product and optimization program elements. Communicate any client needs/ideas for future development to meet client’s requirements and expectations.
• Review ongoing client data to manage and monitor edit savings and identify potential problems with overrides, revenue, alignment with budget or invoicing.
• Maintain critical customer data in the Customer Relationship Management (CRM) database as required.
• Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings. This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively.
• Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements and attitudes.
• Synthesize and articulate key findings as appropriate for operations, sales, finance, and product development and executive audiences using sound financial and market analysis. Proactively present strategic recommendations.
• Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support.
• Report weekly to SVP, Client Services on overall client satisfaction levels, new client issues, unresolved client matters and customer requested needs.
• Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars and responding to RFPs.
• Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives.
• Complete all responsibilities as outlined on annual Performance Plan.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties, and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Incedo and the requirements of the job change.

Qualifications

• B.S. or M.B.A. in Business Administration or related degree. Strong working knowledge of Banking industry business is required. Senior executive with proven experience in growing and developing business in the Banking Technology space with strong competencies in strategic planning, operations, marketing, product management, and business planning.
• Must have at least 10 years of experience in the Banking industry with strong presentation skills, customer (internal/external) problem diagnostics and solution design, tactical scheduling, strong contract knowledge, a Demonstrated ability to maintain high level of ethics.
• Experience in Banking operations, Digital Banking preferably in Credi Cards, Retail Banking, Business Banking and Payments
• Excellent communicator and leader who is results-oriented and diplomatically assertive. Requires ability to synthesize and utilize data, mentor staff, and be a successful team builder.
• Establish professional relationships at all levels of key client organization, including C-level executives, vice presidents and department managers. Understand client’s strategic objectives and assist client in positioning Incedo's products into their long terms goals.
• General understanding of working with software programs and client systems
• Strong customer engagement skills required with ability to establish and maintain multi-level customer relationships key to fully understanding client goals.
• Willingness/availability to travel as required.
• Strong interpersonal skills required. Able to anticipate, identify and resolve simple to complex problems. Proactive individual with strong troubleshooting skills. Strong written and oral communication skills required. Demonstrated ability to multitask in a fast-paced environment.
• Excellent personal computer skills in Microsoft Word, Excel, PowerPoint, Outlook.