Director, Client Experience FNTS

ABOUT FNTS

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries.

Our culture and our employees are the heart of our story - and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Our Modern, Flexible Workplace:

Summary of the Job:

About This Role:

Key Responsibilities:

Account Management Leadership:

• Lead and mentor a team of account managers to ensure effective client engagement and satisfaction.
• Develop and implement strategies to grow and retain key accounts.
• Manage client renewals and overall client profitability.
• Collaborate with sales, delivery, and support teams to align account strategies with overall business objectives.

Project Management Leadership:

• Lead and mentor a team of project managers to ensure effective onboarding of new clients and implementation of projects both internally and within existing accounts.
• Develop and implement strategies to condense implementation times and ensure seamless migrations.

Customer Experience Enhancement:

• Champion a customer-centric culture within the organization.
• Identify opportunities for improving customer satisfaction and loyalty.
• Implement feedback mechanisms to measure and enhance the overall customer experience.
• Develop and implement strategies to enhance the tools customers use in our delivery of services, including ServiceNow integration and automation, monitoring tools and dashboards and overall customer reporting and metrics.

Strategic Planning:

• Contribute to the development and execution of strategic account plans.
• Work closely with senior leadership to align account management strategies with the organization's goals.
• Analyze market trends and competitor activities to identify potential risks and opportunities.

Client Communication:

• Serve as a escalation point of contact for key clients.
• Conduct regular account reviews to ensure alignment with client expectations and objectives.
• Effectively communicate the value proposition of our technology services.

Performance Monitoring and Reporting:

• Establish key performance indicators (KPIs) for the account management team, project management team and application/tools team.
• Regularly monitor and report on team performance, identifying areas for improvement and implementing corrective actions as needed.

Cross-functional Collaboration:

• Collaborate with sales teams to identify upsell and cross-sell opportunities.
• Work closely with delivery and support teams to ensure seamless service delivery and issue resolution.
• Engage with product development teams to communicate client needs and contribute to product improvement.

The Ideal Candidate for This Role:

Qualifications:

• Proven experience in a leadership role within customer experience and account management, preferably in the technology services industry.
• Strong understanding of technology services and the ability to communicate technical concepts to non-technical stakeholders.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Results-oriented with a track record of achieving and exceeding targets.

Education and Experience:

• Bachelor's degree in Business, Marketing, or a related field or equivalent experience in customer experience/account management leadership roles.

Compensation:

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance

• 401k, With Matching Contributions

• Time Off Programs

• Health Savings Account (HSA)/Dependent Care

• Employee Banking

• Growth Opportunities

• Tuition Assistance

• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Equal Opportunity & Belonging:

FNTS believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves-no matter their role or where they are in their journey.

Learn more here.

FNTS is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNTS is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNTS follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.