Director of Client Success
About The Position
ClarityPay is seeking a Director of Client Success to manage a portfolio of clients, driving success and ensuring they become fans of ClarityPay. You will be responsible for helping clients get onboarded and then managing the program daily. The Director will strengthen relationships, drive performance to achieve goals, lead on key issues, and ensure client satisfaction. You will align client expectations and constantly work towards goals. You will analyze data and feedback, generate improvement opportunities, and drive them to completion. This role will collaborate closely with the client's cross-functional associates, as well as internal partners from Business Development, Marketing, Product, Operations, Risk, Finance, and Legal.
Requirements
- Curious, energetic, positive, solution-oriented, collaborative, trusted.
- 5+ years of experience in point-of-sale financing, BNPL, private label credit cards, co-brand credit cards, or other partner lending business.
- Strong data analysis skills.
- Experience preparing presentations such as client business reviews.
- Exceptional communication and executive presentation skills.
- Financial acumen, prefer knowledge of lending and the key levers.
- Able to work independently following established guidelines and have
- Demonstrated ability to work in early-stage environments, help shape strategy and product, collaborate well with others, and focus on solutions to address challenges.
- Able to travel up to 20% of the time.
- Strong PowerPoint, Excel, and Word skills.
Responsibilities
- Be the main point of contact, channeling needs between clients (merchants, service providers, and platforms) and internal teams (e.g., Product, Operations, Legal).
- Lead the overall client implementation work plan, working closely with Business Development for an effective transition and collaborating with internal teams (e.g., Product, Compliance, Marketing, Risk, Operations, and Finance) and client associates.
- Establish client and internal expectations for performance, drive results, track actual versus expectations, and report to client and internal stakeholders.
- Continually monitor and analyze performance and customer experience data.
- Develop growth and success plans, identify opportunities, present value-added analysis, and ensure program performance aligns with strategy.
- Handle day-to-day operational issues and provide support to clients. This includes advocating with the internal support teams to address issues within SLAs.
- Coordinate, develop, and deliver regular client reviews and updates.
- Ensure legal and compliance requirements are addressed.
- Ensure all contractual obligations are fulfilled.
- Share best practices and learnings to improve internal results.
- Perform other duties and/or special projects as assigned.
- Continually promote and apply ClarityPay values, be a role model of trust and integrity.
Benefits
- Comprehensive benefits (medical, dental, vision).
- 401k program.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
