Director, Client Management
TrueML
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $175,000 per year
Job Level
Lead
About the role
- 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.
Requirements
- Bachelor's degree, or equivalent relevant experiences
- 10+ years of progressive experience in Client Management, Account Management, or Client Success in a high-growth SaaS, FinTech, or Financial Services environment, with a strong preference for experience in **Debt Collection or Default Management**.
- 5+ years of direct people management experience, including coaching, performance management, and developing senior-level individual contributors.
- Demonstrated ability to manage, interpret, and present complex financial and operational data to both internal executive audiences and external client stakeholders (especially concerning scorecard performance & portfolio level insights).
- Possess a professional temperament and excellent interpersonal skills, with a proven ability to build trust and navigate sensitive relationships both internally and externally.
- Must be a solution-oriented problem solver capable of moving beyond identification to designing and executing strategic remediation plans for complex business challenges.
- Exceptional written and verbal communication skills, including the ability to influence and lead high-stakes conversations with C-level client contacts and deliver complex strategic communications.
- Strong understanding of digital-first business models and the ability to articulate the value proposition of modern, technology-driven collection strategies.
- Proven ability to manage a high-volume workload and pivot quickly based on shifting business or client needs.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven consultingstrategic account managementnegotiationfinancial data interpretationoperational data presentationperformance managementclient portfolio health monitoringreporting and dashboard creationissue tracking framework designupselling strategies
Soft skills
leadershipmentorshipcoachinginterpersonal skillsproblem solvingcommunicationtrust buildingaccountabilitycontinuous improvementinfluencing
Certifications
Bachelor's degree