Director, Client Relations-(Hybrid)

Central 1•Vancouver, BC

4d•CA$140,000 - CA$160,000•Hybrid

About The Position

As a Director, Client Relations, you will own a designated client portfolio and be responsible for driving payments and treasury growth, client retention, and client satisfaction across Central 1’s accounts. In this senior individual contributor role, you will partner closely with teams across product, implementation, and service delivery to strengthen client relationships, solve complex issues, and identify opportunities that deepen value and support long-term growth. This is an opportunity to play a visible role in shaping client outcomes and driving growth across payments and treasury in a collaborative, purpose-driven environment. You will work with experienced partners across the organization, contribute to meaningful client relationships, and have the autonomy to make an impact in a senior individual contributor role.

Requirements

10+ years of experience in customer success, account management, or business development with enterprise clients in financial services, fintech, or software.
A proven ability to build trusted executive-level relationships and operate as a strategic advisor to senior stakeholders.
Strong business acumen and experience influencing stakeholders in a matrixed environment.
Experience with complex enterprise sales, including renewals, expansion opportunities, and solution-based selling.
A track record of delivering client retention, client satisfaction, and revenue growth.
Excellent communication, negotiation, and interpersonal skills, with a proactive and self-directed approach.
An understanding of financial institutions from economic, business, performance, and regulatory perspectives.
The ability to navigate the complexity of owners, clients, and governance considerations.

Nice To Haves

A degree in business, engineering, or a related field is preferred; equivalent experience and demonstrated success will also be considered.
Experience with credit unions, treasury, and payments systems is an asset.

Responsibilities

Develop and execute portfolio strategies that grow payments and treasury revenue while strengthening client retention and satisfaction.
Act as the primary relationship lead for your portfolio, coordinating across internal and client teams to deliver strong outcomes.
Create clear account plans and engagement strategies that support trusted, accountable client relationships.
Identify and advance opportunities within existing accounts to expand payments and treasury revenue.
Lead or support the sales process for renewals, expansions, and solution-based opportunities.
Prepare and deliver proposals, presentations, and strategic account materials for current and prospective clients.
Maintain strong knowledge of Central 1’s products and services and contribute to targeted growth initiatives.
Support strategies that expand market share and open new growth opportunities through thoughtful planning and execution.
Identify high-potential opportunities across new geographies, product diversification, and evolving client segments.
Build relationships with key industry stakeholders, strategic partners, and financing organizations.
Manage the sales cycle with internal partners, from research and prospect engagement through proposal development and close.
Track business development performance against targets and contribute to monthly, quarterly, and annual reporting.
Review client activity and evolving needs to uncover opportunities that improve satisfaction, retention, and growth.
Share insights and recommendations with internal stakeholders and executive leadership.
Contribute to annual business planning for the assigned portfolio or area, ensuring alignment with broader organizational strategy.
Provide input into budgets, business targets, key performance indicators, and priority activities to support integrated planning.
Build and execute relationship plans for strategic and complex accounts to strengthen executive-level partnerships and support long-term growth.
Coordinate internal and client engagement to ensure clear communication, timely issue resolution, and consistent follow-through.
Establish clear points of contact and engagement practices so expectations are understood and met.
Communicate client priorities and portfolio strategies in alignment with the organization’s mission, vision, values, and business goals.
Establish effective ways of working and clear engagement standards that support positive, accountable relationships with strategic clients.
Influence cross-functional teams and stakeholders to achieve annual business objectives and deliver strong client outcomes.
Manage the individual operating budget and monitor performance against plan, taking action as needed.
Act as an internal liaison to support change and innovation that improve client satisfaction and retention.
Partner with cross-functional teams on product development, incident resolution, and ongoing client initiatives.
Monitor competitor offerings and market changes, and identify enhancements needed to maintain a competitive position.
Work with project and service delivery teams to balance internal capacity with client expectations.
Ensure activities within your area of responsibility comply with regulatory requirements, voluntary codes, and internal policies and procedures.
Lead cross-functional internal teams, including technical, commercial, and legal stakeholders, to shape tailored solutions for complex client needs.
Perform other related duties as assigned.

Benefits

Work-life flexibility
Hybrid work environment
Variable annual incentive plan
Generous annual vacation allotment
Top-notch flexible benefits plan including family building and gender affirmation
Retirement Plan, matched contributions at 6%
Access to a learning platform and educational assistance support
Access to a virtual wellness platform
Career development opportunities
Wellness Flex Fund to support personal interest and activities
Day off to volunteer in your community and other paid time off options
Corporate discounts subject to employment agreement
Competitive base salary and individual and company-wide annual incentive
Matched contributions for your retirement plan
Top-notch benefits plan
Work-life flexibility
Career development opportunities
A day off to volunteer in your community