TrueML

Client Partner

• Exceed clients needs through proactive account management, diligent communication, and proactive execution
• Drive and implement scalable processes / procedures within the department
• Manage the feedback loop which ensures our clients’ priorities are understood and influence the company’s decision
• Identify and drive improvements related to processes such as account workflow, forecasting, controls and client performance
• Drive relationship management, communications, and overall success for TrueAccord’s enterprise clients
• Ensure clients grow their business with TrueAccord by focusing on optimizing strategies, building the necessary process and controls, and helping them understand the nature of digital collections as a service
• Identify and foster opportunities to grow the relationship and upsell our services
• Interpret data and insights from TrueAccord’s services to provide consultative guidance to clients
• Create and deliver regular business reviews with clients to demonstrate the value they are receiving from working with TrueAccord
• Fully understand your client’s business model, strategic objectives and policies and procedures related to the work we do for them
• Provide leadership and oversight for the account placement / inventory management process
• Proactively track and report on key performance metrics
• Coach and mentor junior team members

Client Manager

Attorney

• Your responsibilities will be centered on Legal Operations (approx. 70%), with additional support for our Compliance and Audit functions (approx. 30%).
• CLM Platform Support: Serve as administrative support for our CLM platform, Ironclad.
• Maintain the contract repository, partaking in a critical project to clean up and standardize metadata taxonomy across all records.
• Ensure all contract data is accurate and structured to enable clean, reliable reporting for the LAC, Finance, and Sales teams.
• Legal Intake & Workflow Management (Jira/Gmelius): Manage the LAC Help Center (Jira Service Board) queue by assessing, triaging, and assigning all incoming tickets to the appropriate team members.
• Manage the department's shared email inboxes (e.g., legal@) using Gmelius, ensuring all time-sensitive emails are triaged and assigned for handling.
• Knowledge Management Support: Help the LAC Ops Manager maintain all LAC internal training/best practice collateral in our Confluence pages, Google Drives, and our LAC Operations Manual.
• Financial & Vendor Operations Support: Serve as a point of contact for outside counsel and legal vendor invoicing questions.
• Assist with budget tracking by gathering and organizing invoice data into Excel/Google Sheets for metrics, benchmarking, and reporting.
• Process Improvement & Documentation: Partner with the LAC Ops Manager to document existing workflows, identify bottlenecks, and over time, suggest opportunities for automation and improvement.

Legal Operations Coordinator

Director

• Own revenue growth within the client portfolio by driving expansion opportunities, managing renewal cycles, and ensuring the long-term financial health of all assigned accounts.
• Ensure each account has a clear, data-driven plan for retention, upsell, and long-term value creation, executed through the Senior Client Manager team.
• Drive the strategy for increasing product adoption and identifying new service opportunities within existing client relationships.
• Partner with Finance and Sales teams to provide accurate retention and expansion forecasts for the client book of business.
• Provide strong, hands-on leadership, mentorship, and coaching to the client management team, fostering a culture of ownership, accountability, and continuous improvement.
• Define and execute development plans for the team, focusing on enhancing strategic account management, negotiation, data-driven consulting, and digital collection expertise.
• Set clear performance expectations, conduct regular one-on-ones, performance reviews, and manage compensation and career pathing for all direct reports.
• Drive initiatives within the team to improve client-facing materials and performance insights, ensuring all clients receive clear, impactful, and actionable business intelligence from their partnership with TrueAccord.
• Serve as a primary internal escalation point for all high-severity client issues, major process breakdowns, and consumer-impacting incidents.
• Design and own a comprehensive Client Health and Issue Tracking Framework to systematically log, categorize, and prioritize all client-related risks, issues, and strategic feedback.
• Monitor and report internally on overall client scorecard performance, including critical financial and operational KPIs, proactively calling out areas of success, deficiency, or strategic risk.
• Develop and deliver timely, data-driven reports and dashboards to the Executive Team and internal stakeholders detailing client portfolio health, the status of critical escalations, and trends in client needs.
• Support & recommend strategic changes across the organization with targeted communication delivery to clients to increase overall revenue and performance, ensuring the Client Management team can articulate the value and impact of new initiatives effectively.
• Provide hands-on client-facing support across regular strategic meetings and major escalations, serving as the primary representative of the Client Management function.
• Oversee the Client Management Playbook and ensure the team is effectively delivering value through strategic account planning, optimization cycles, and business reviews.
• Ensure all client management activities adhere to regulatory requirements and client-specific policies by partnering closely with Legal and Compliance.

Director, Client Management

Sales Engineer

• Work closely with the Sales team to clearly capture and validate complex technical and business requirements from prospective clients for the Retain product.
• Translate validated requirements into preliminary, well-defined technical scope documents and initial implementation strategies.
• Identify and clearly articulate any technical or functional gaps between client needs and the current capabilities of the Retain product to both sales and product leadership.
• Maintain expert-level understanding of the Retain product architecture, APIs, integration capabilities, and deployment options.
• Handle basic to intermediate technical tasks that are above the skillset of the Implementation team but necessary for pre-sales validation or initial setup, ensuring a smooth handoff.
• Code simple, impactful demos, prototypes, or customized proof-of-concept environments to showcase the product's capabilities and value proposition to prospective clients.

Solutions Engineer

• Design and Build Custom Integrations: Serve as the technical expert to design, build, test, and deploy bespoke data integrations and custom solutions that fulfill unique client requirements during the onboarding process.
• Technical Scoping and Estimation: Collaborate closely with the Implementations team to review client data, define technical scopes, provide accurate effort estimates, and establish clear timelines for integration delivery.
• Code Quality and Standards: Ensure all custom code and integration services adhere to internal best practices, maintain high quality standards, and are robust, scalable, and secure.
• Handover and Optimization: Design integrations with the client operations team in mind, ensuring a smooth technical handover post-go-live and establishing clear processes for ongoing maintenance and support.
• Develop Reusable Assets: Identify opportunities to standardize common integration patterns and build reusable tools, scripts, and templates to increase the efficiency of the overall Client Experience team.
• Comprehensive Documentation: Create and maintain detailed technical documentation, including architecture diagrams, integration specifications, data dictionaries, and operational runbooks for every deployed solution.
• Post-Deployment Support: Provide technical support and escalation for integrations, working to quickly resolve production issues that require deep knowledge of the custom solution.

Integration Engineer, Client Experience

Customer Success Manager

• Executive-Level Strategic Partnership: You will own a portfolio of our largest and most strategic accounts, serving as a trusted advisor to senior executives and key stakeholders. You will lead high-level Monthly Business Reviews (MBRs) and executive-level discussions, not just to review progress but to co-create long-term strategic roadmaps. Your expertise will be crucial in helping clients leverage our products to achieve enterprise-wide business transformation and competitive advantage.
• Complex Problem-Solving and Risk Mitigation: You are a master at anticipating and resolving complex client challenges. You will navigate intricate technical, operational, and business issues, proactively identifying potential risks and orchestrating internal and external teams to address them. You'll serve as the primary escalation point for your accounts, leading with a calm, decisive approach and a focus on long-term resolution.
• Advanced Commercial Acumen and Revenue Leadership: While not a sales role, your impact on our revenue is significant. You will be directly responsible for the health, retention, and growth of your portfolio, consistently demonstrating and articulating ROI. You will identify and proactively pursue significant upsell and cross-sell opportunities, structuring deals and developing business cases that align with the client’s strategic goals and our revenue targets. You will also be a key contributor to our renewal strategy and process for the entire CSM team.
• Cross-Functional Leadership and Mentorship: You will act as the principal voice of the customer for your portfolio, influencing product roadmaps and strategic business decisions. You will mentor and guide junior CSMs, sharing best practices and elevating the entire team's capabilities. You will lead cross-functional initiatives and foster collaboration across product, engineering, sales, and marketing to ensure a seamless and world-class client experience.

Senior Customer Success Manager

Full-stack Engineer

• Design and deliver intelligent, scalable systems that help businesses work smarter and achieve better outcomes.
• Collaborate with product, design, and AI teams to bring innovative features to life.
• Apply deep understanding of software design patterns, stay ahead of industry trends, and drive continuous improvement across the platform.
• Take ownership of technical excellence—identifying and addressing tech debt, ensuring reliability, and delivering high-quality, well-tested code.
• Work across a wide range of technical areas— from streaming and microservices to A/B testing, data modeling, and internal tooling.

Senior Software Engineer

Product Manager

• Define and own the 3-5 year product vision and strategy for TrueML's entire payments platform, creating the north star that aligns executive leadership and guides multiple product and engineering teams.
• Serve as the company’s foremost expert and strategic advisor on payments, monetization, and the FinTech landscape. You will influence multiple roadmaps through meticulously crafted artifacts like vision documents, white papers, and long-range strategies.
• Tackle the most ambiguous and complex challenges facing the business, such as new market entry or responding to disruptive technologies. Your primary role is to create clarity and define the problem space, transforming uncertainty into actionable, high-impact initiatives.
• Lead 0-to-1 initiatives and the long-term architectural evolution of the payments platform, partnering with engineering to design for scale, resilience, and future business needs. You will own the strategic relationships with key financial partners and vendors, driving negotiations and shaping our long-term partnership strategy.
• Define and analyze the key business outcomes and performance metrics for the payments platform, focusing on strategic impact, market success, and ROI.

Principal Product Manager, Payments

Technical Product Manager

• Define and drive the product vision, strategy, and roadmap for TrueML's internal developer platform, aligned with the company's overall strategic goals.
• Conduct user research and gather feedback from engineering teams to understand their needs, pain points, and opportunities for improvement.
• Prioritize and manage the product backlog, making data-driven decisions to ensure the platform delivers maximum value to engineering teams.
• Collaborate closely with engineering leaders, architects, and developers to design, develop, and deliver scalable, secure, reliable, and user-friendly platform solutions.
• Oversee the development and maintenance of DevOps tools and processes to streamline software development, testing, and deployment.
• Enhance and maintain platform services to provide essential infrastructure capabilities, including cloud computing, data storage, and networking.
• Work closely with the InfoSec team to ensure the platform meets the highest security standards and complies with relevant regulations.
• Manage IT team projects to provide efficient and effective internal technology support and solutions.
• Monitor and analyze key performance metrics to measure the success of the developer platform and identify areas for optimization.
• Communicate effectively with stakeholders across the organization, providing regular updates on the platform's progress and roadmap.
• Report directly to the Sr. Product Director and provide product leadership for DevOps, InfoSec, and IT teams.

Senior Technical Product Manager, Developer Platform

IT Support

• Coach and mentor junior IT support staff, fostering a collaborative environment.
• Serve as a primary escalation point for complex IT support issues, providing advanced troubleshooting and resolution for hardware, software, and network problems.
• Develop and maintain clear documentation for system administration, operating procedures, and best practices to serve as a resource for the entire team.
• Be an advocate for knowledge sharing across the IT department, providing training to team members as necessary.
• Administer, secure, and maintain the company's core Windows-based infrastructure with experience in Microsoft 365, Azure, Entra, and SharePoint.
• Support and troubleshoot Mac OS and ChromeOS environments, including the administration of MDM technologies (JAMF/Google).
• Manage and administer identity provider (IdP) and directory services (Okta).
• Configure, maintain, and troubleshoot network infrastructure, including LAN, WAN, VPN, firewalls, and switches.
• Automate routine IT tasks and workflows using AI, scripting, and APIs to improve operational efficiency.
• Monitor system performance, proactively identifying and resolving potential issues to ensure high availability and reliability.
• Integrate IT operations with security tools and policies, enforcing best practices for data protection and compliance in a highly regulated financial services environment.
• Participate in and support IT projects from initiation to completion, including system upgrades, migrations, and new technology rollouts.

Senior IT Support Specialist

Human Resources

• Partner with the People Team and Sentry leadership to develop and execute HR strategy and workforce planning
• Serve as a trusted advisor to senior management on talent management, organizational effectiveness, and succession planning
• Resolve complex employee relations cases, conduct internal investigations, and manage immigration processes
• Support performance management, discipline, employee complaints, coaching, and employee engagement strategies
• Ensure legal compliance and stay up to date with labor laws and HR best practices
• Develop managers and leaders; support leadership development, coaching, and succession planning
• Collaborate with People Operations on leave administration, HR policies, and benefits inquiries; promote self-service HR tools
• Identify and lead HR process improvements to drive consistency and efficiency across subsidiaries
• Collaborate with People Programs & Engagement teams on employee experience, DEI initiatives, and culture
• Lead cross-functional HR projects and strategic initiatives to foster an inclusive, high-performing workplace
• Provide day-to-day HR operations support and other administrative tasks as needed

Human Resources Business Partner

Collections

• Engage directly with consumers, utilizing strong communication and negotiation skills to understand unique situations and guide resolution of outstanding account balances.
• Proactively manage inbound and outbound calls, email, and chat to establish effective payment solutions and achieve account resolution goals.
• Meet and surpass key performance indicators (KPIs); consistent performance for 6+ months unlocks promotion opportunities.
• Uphold the highest standards of quality and compliance, embodying an empathetic approach to debt recovery.
• Collaborate within a team in a vibrant call center environment to innovate and help consumers achieve financial stability.

Collections Specialist – 1st Party

Paralegal

• Manage a caseload of litigation and demand letters: conduct investigations, run root-cause analyses, and coordinate with outside counsel to execute defense strategies
• Investigate and respond to regulatory complaints, collaborating with teams across the company to ensure timely and accurate resolutions
• Support compliance functions, including policy and procedure management, issue tracking, testing, and monitoring
• Review and manage MNDAs, support due diligence for new clients, and assist attorneys with master services agreements
• Identify inefficiencies and proactively design smarter processes to keep the Legal & Compliance team lean, agile, and scalable
• Serve as a trusted partner to attorneys and business stakeholders, working at the intersection of legal expertise and tech-driven operations

Paralegal II

General Counsel

• Design and enhance scalable compliance processes that leverage technology and AI.
• Operationalize a “quick reaction force” to integrate acquired companies into TrueAccord’s compliance framework.
• Develop and lead change management processes across debt collection entities.
• Build and oversee the internal audit function as the company scales.
• Serve as the people manager for compliance professionals, providing coaching and performance development.
• Act as a liaison for the GC & CCO in cross-departmental and cross-entity initiatives.
• Provide legal and compliance advice on operational, product, and engineering initiatives across TrueAccord and Sentry.
• Partner with the GC & CCO on litigation strategy and oversight.
• Manage knowledge, policies, and procedures for the Legal & Compliance team.
• Lead compliance reporting, monitoring, and testing with visibility up to the executive team and board.
• Oversee regulatory and RMAI audits, ensuring thorough and timely responses.
• Partner with InfoSec to support SOC, PCI, and other certification processes.
• Conduct legal and compliance review of contracts (client and vendor), collections content, and marketing materials.
• Deliver ongoing compliance training across TrueAccord entities.

Associate General Counsel, Compliance

Account Executive

• Support Enterprise Sales Executive in managing high-value sales opportunities
• Learn enterprise-level deal processes and contribute to revenue generation and customer success
• Partner closely across sales cycle: discovery, proposal, close
• Prepare agendas and materials for prospect calls, attend meetings, take notes, and manage follow-up tasks
• Identify and address bottlenecks; prepare follow-ups and coordinate internal resources
• Conduct market and account research to identify potential customers and personalize outreach
• Assist preparing for client meetings, tailor decks/demos, take notes, own follow-up actions
• Customize pitch decks, case studies, and ROI calculators
• Monitor opportunities and provide timely updates to advance or close deals
• Coordinate with Marketing, Product, Legal, and Solutions teams for proposals, pricing, security reviews, and contracts
• Gather and maintain competitor intel
• Ensure accurate CRM entries and support forecasting
• Streamline workflows, automate repeatable tasks, and improve internal processes