Apply on Employer Site

Vervent · 7 hours ago

Senior Manager, Client Success

United States

Full-time

Remote

Mid, Senior Level

$101K/yr - $135K/yr

5+ years exp

Vervent is a fintech leader that sets the global standard for outperformance by delivering superior expertise and meaningful services. The Senior Manager of Client Success will oversee the success of client credit card programs, focusing on enhancing client satisfaction and achieving program goals through effective strategy and resource management.

Financial Services

Responsibilities

Cultivate the Client Relationship by meeting client expectations and through collaboration on effective strategies to achieve program goals

Drive revenue and maximize margin for the client relationship – partner with internal support services to discover paths to greater profitability

Effectively administer the program:

Serve as central point of contact for client interactions, including new initiative design, issue escalation, customer complaints, and client reporting

Serve as central point of contact for Vervent support services (GSO, IT, Finance, PMO, Card Risk/Underwriting, and Card Marketing) to effectively administer the program

Deliver Invoicing and SLA reporting

Create and maintain comprehensive client documentation

Plan and facilitate client planning sessions and quarterly business reviews to ensure all contractual obligations are met and performance of client’s portfolio is on par with expectations

Develop appropriate action plans as result of planning session review

Facilitate client review of services such as call center listening sessions

Assist with client audits and bank requests

Execute client initiatives and partner with PMO to manage project launches and define project timeframes

Qualification

Client Relationship ManagementPayments ExperienceOperational ExcellenceCredit Card Product LaunchAnalytical SkillsCommunication SkillsProblem-Solving SkillsTeam Collaboration

Required

5+ years of practical client relationship management experience

3+ years of practical payments experience in one or a combination of the following functions: Product/Marketing, Operations, IT/System of Record, or Risk

Experience managing to and meeting performance requirements of a servicing agreement

Track record of operational excellence with ability to manage multiple engagements simultaneously, demonstrating resourcefulness in resolving issues, ability to prioritize, and focus on critical details

Ability to develop strong working relationships with clients and stakeholders

Strong communication skills - both written and verbal

Must be a self-starter who takes ownership of opportunities, sets clear direction with teams, and deals well with ambiguity and last-minute changes

Strong analytical and problem-solving skills and the ability to work around restrictions and obstacles

Superior skills and experience in motivating and managing project teams without direct authority

Ability to work autonomously and as part of a team

Occasional travel (10%) to clients/other Vervent offices as needed