eMoney Advisor

Account Manager

• Build, lead, and manage a team of enterprise account managers, providing mentorship, performance management, and ongoing coaching to ensure team success.
• Collaborate with the account management team to create tailored strategic account plans for eMoney's largest and most complex customers, ensuring alignment with customer goals and long-term objectives.
• Lead the delivery of quarterly business reviews and oversee the negotiation of high-value, multi-year renewals, ensuring that the terms maximize the value eMoney delivers while maintaining strong customer relationships.
• Lead efforts to enhance customer retention through proactive relationship management, identifying opportunities for cross-sell and upsell, and driving adoption of new eMoney products and services.
• Partner with marketing, product, and customer support teams to ensure a seamless customer experience, driving product feedback and ensuring solutions meet customer needs. Generate ideas for introducing new products and services with the goal of increasing client retention and client growth.
• Track and analyze key performance metrics related to account management, customer satisfaction including net promotor score, and revenue growth to inform strategy and decisions. Ensure regular forecast accuracy.
• Regularly communicate with senior leadership on team performance, customer feedback, renewal status, and key account health.
• Responsible for ensuring the overall success of the team in meeting and exceeding sales quotas and retention targets, while creating a culture of accountability and performance excellence.
• Compensation will be directly linked to team success in achieving revenue goals, quota attainment, and customer retention.

VP, Enterprise Account Management

Client Services Representative

• Lead and coordinate day-to-day operational workflows, processes, and cross-functional activities.
• Document, maintain, and update procedures; communicate changes and support staff training.
• Coordinate with internal and external stakeholders on learning program logistics, including confirmations, attendance tracking, and inquiries.
• Ensure data accuracy, consistency, and adherence to established processes across systems.
• Administer and support systems including CRM systems, LMS platforms, reporting/BI tools, and related tools.
• Maintain system configurations, user access, documentation, and data integrity.
• Support operational system updates, troubleshooting, testing, and enhancements.
• Manage CRM system content, provide user training, and communicate updates.
• Partner with leadership to promote efficient use of technology.
• Build, maintain, and distribute recurring reports and dashboards across key systems.
• Troubleshoot system and reporting issues and coordinate with internal teams or external vendors for resolution.
• Support reporting for coaching, training, productivity, and operational performance.
• Identify trends, efficiencies, and improvement opportunities.
• Ensure reporting accuracy and resolve data discrepancies.
• Recommend and lead process standardization and continuous improvement, including migrating manual work to automated solutions.
• Support survey creation and reporting.
• Provide operational support for quote-to-cash processes, including Salesforce quote creation.

VP, Enterprise Account Management

Senior Client Service Operations Specialist