Director, Client Management

What You'll Do (Commercial Strategy & Revenue Ownership):

• Revenue Accountability: 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.
• Strategic Planning: Ensure each account has a clear, data-driven plan for retention, upsell, and long-term value creation, executed through the Senior Client Manager team.
• Expansion & Adoption: Drive the strategy for increasing product adoption and identifying new service opportunities within existing client relationships.
• Financial Forecasting: Partner with Finance and Sales teams to provide accurate retention and expansion forecasts for the client book of business.

What You'll Do (Team Management & Development):

• Lead and Inspire: Provide strong, hands-on leadership, mentorship, and coaching to the client management team, fostering a culture of ownership, accountability, and continuous improvement.
• Talent Development: Define and execute development plans for the team, focusing on enhancing strategic account management, negotiation, data-driven consulting, and digital collection expertise. 
• Performance Management: Set clear performance expectations, conduct regular one-on-ones, performance reviews, and manage compensation and career pathing for all direct reports.
• Continuous Improvement: 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.
• Prioritization: Demonstrate the ability to effectively manage multiple priorities simultaneously and quickly change focus throughout the day as needed to address urgent client needs or internal escalations without compromising long-term strategic goals.

What You'll Do (Strategic Oversight & Reporting)

• Internal Escalation Point: Serve as a primary internal escalation point for all high-severity client issues, major process breakdowns, and consumer-impacting incidents.
• Issue Framework: 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.
• Scorecard Reporting: 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.
• Executive Reporting: 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.
• Strategic Communication: 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.
• Consultative Support: Provide hands-on client-facing support across regular strategic meetings and major escalations, serving as the primary representative of the Client Management function.
• Strategic Oversight: Oversee the Client Management Playbook and ensure the team is effectively delivering value through strategic account planning, optimization cycles, and business reviews.
• Risk Mitigation: Ensure all client management activities adhere to regulatory requirements and client-specific policies by partnering closely with Legal and Compliance.

Who You Are (Qualifications):

• Education: Bachelor's degree, or equivalent relevant experiences
• Experience: 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.
• Leadership:5+ years of direct people management experience, including coaching, performance management, and developing senior-level individual contributors.
• Analytical Prowess: 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).
• Interpersonal Acumen: Possess a professional temperament and excellent interpersonal skills, with a proven ability to build trust and navigate sensitive relationships both internally and externally.
• Problem Solving: Must be a solution-oriented problem solver capable of moving beyond identification to designing and executing strategic remediation plans for complex business challenges.
• Communication: 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.
• Digital Fluency: Strong understanding of digital-first business models and the ability to articulate the value proposition of modern, technology-driven collection strategies.
• Agility: Proven ability to manage a high-volume workload and pivot quickly based on shifting business or client needs.