Director of Client Experience at WinFactor

Lendscape•Orlando, FL

About The Position

The Director of Client Experience at WinFactor™ plays a key role in implementations and in managing and enhancing client relationships. This position leads client experience initiatives through onsite visits, phone calls, virtual meetings, and support tickets. Responsibilities include overseeing the onboarding and training of new clients, managing regular client check-ins, and assisting the sales team with demonstrations that showcase the full features and functionality of our platform. This role reports directly to the CEO and supports daily client-facing initiatives.

Requirements

Bachelor’s degree from an accredited college or university.
Minimum of 8+ years of experience in the financial industry, with a strong preference for those with specific experience in SaaS and fintech.
At least 3 years of experience in account management, specifically in fintech or factoring.
Demonstrated ability to manage multiple client accounts, showing capability in strategic planning and client retention.
Strong communication and presentation skills, adept in both client-facing and internal roles.
Experience in working remotely and managing time effectively in a largely autonomous role.
Experience working with factoring software

Nice To Haves

Direct experience with factoring software or financial services technology.
Familiarity with CRM and data analytics tools.
Project management certifications

Responsibilities

Leading Onboarding and Training: Manage the onboarding process for all new clients, including implementation scheduling and training to ensure full platform adoption.
Lead virtual and in-person trainings
Demonstrate software for each area of the Factor’s business
Create excitement and buy-in with Factor’s operational team
Develop and maintain standardized implementation playbooks and best practices
Create digital assets, SOPs and training materials as needed
Travel as needed: Visit customer sites for training, implementations, and relationship-building
Client Relationship Support: Support and enhance relationships with existing clients, ensuring high levels of satisfaction and retention.
Executive oversight of Client Support: Oversee the support ticket process and client communications, including escalation management for critical issues.
Manage support ticket funnel
Address high level customer issues via phone calls and virtual meetings
Supervise the Customer Experience Executive
Sales Support: Assist the sales team by participating in demos and highlighting the software’s capabilities to potential clients.
Support Sales team on customer demos
Travel for Customer demos as needed
Support the renewal process with existing clients.
Support the sales team in selling professional service.
Strategic Collaboration: Collaborate across departments to ensure client needs are met and feedback is integrated into the product roadmap.
Act as an internal advocate for clients, representing their needs in product and process discussions.
Platform Expertise: Become an expert on a complex software platform and effectively communicate its use to factor clients for both sales and training
Market and Technology Insight: Stay abreast of the latest trends in finance technology and factoring, applying this knowledge to enhance client interactions and service offerings.
Innovation and Continuous Learning: Engage in continuous learning opportunities to better understand WinFactor’s technology and to stay competitive in the rapidly evolving fintech industry.
Software Training/Documentation: Create SOPs for all training and implementations, including project plans for new customer installs.
Document new features and develop usage instructions in written and video formats
Develop training custom training materials such as powerpoints, videos and tutorials as needed
Team Leadership: Mentor and develop the client experience team, fostering a culture of continuous improvement and customer-centricity