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Client Success Manager

OVERVIEW

This is an exciting time for JMFA.  We are a close-knit group of professionals who are passionate about helping our clients succeed.  We do not view ourselves as a vendor while working with clients, but as a true partner and team member for each client we serve. 

We are diverse, come from all over the U.S., and believe in sharing ideas to help clients win.  If you are full of energy, love to have fun, not afraid to roll up your sleeves to help clients achieve their goals while achieving yours, then you are at the right place at the right time.  Welcome to JMFA!

We are seeking a Client Success Manager (CSM) responsible for leading strategic engagement, renewals, and sales for banks and credit unions, across both the retail and commercial banking spectrums. The Client Success team follows a Client for Life Philosophy, and individuals in this role ensure that every JMFA client receives value far exceeding their investment. The CSM works closely with clients from onboarding through renewals to ensure maximum client value. As a trusted advisor, client advocate, and coach, the Client Success Manager determines how JMFA’s products can be effectively applied to support achieving each client’s strategic business goals.

Building, deepening, and retaining client relationships, extending contracts, as well as cross-selling new products and capabilities, are all critical components of this role, as is the ability to partner effectively internally to ensure client needs are met across the organization. The ideal candidate is a dynamic professional with a zest for strategic conversations, and who can close business deals that effectively meet client needs and deliver on renewal goals.

  • We offer a great amount of workplace flexibility
  • We also offer the opportunity for promotion and powerful lateral moves

EXPERIENCE & KNOWLEDGE

  • 5+ years’ Business to Business or Business to Consumer sales and relationship management experience (SaaS /Banking experience preferred) 
  • Proficiency in Microsoft 365 Office Suite with emphasis on Excel (above average Excel)
  • Proven executive relationship-building skills, including the ability to drive organizational needs assessment, and experience maneuvering within the C-level structure of a large account
  • Banking experience required, either consumer-facing, back-office operations or an online banking service provider at a bank or credit union
  • Experience with overdrafts, courtesy pay, and core systems is strongly preferred
  • Deep understanding and experience with contract negotiation and contract renewals
  • Proven results in meeting/exceeding satisfaction and sales targets, including renewals, cross-sales, and metrics-driven client advocacy/satisfaction
  • Interest in financial technology and software
  • A lifelong learner with a desire to continually delve into and further develop an understanding of new digital and fintech offerings
  • Proven ability to work effectively remotely, and willingness to travel as needed
  • Bachelor’s degree in Business, Finance, and/or Business Statistics
  • A Master’s Degree is a plus 

RESPONSIBILITIES

  • Deepen relationships with client base, developing executive contacts across the organization
  • Analyze client problems, needs, and requirements, and then position JMFA products and services to resolve/meet them
  • Plan and lead quarterly business reviews, tying client strategies to presentation content, sharing JMFA roadmaps, and providing relevant industry knowledge to help meet client growth objectives
  • Lead monthly/ quarterly strategic calls with executives, ensuring JMFA is meeting the expectations of the FI and that we are perceived as a partner vs. a vendor (touchpoints)
  • Conduct regular reviews of client book of business looking into performance and key client engagement metrics and identifying growth opportunities
  • Expansion of relationships with key stakeholders throughout the organizations you work with to create opportunities for other JMFA programs and services.
  • Manage/lead the renewal engagement process, discuss contract terms, and secure existing client renewals
  • Leverage effective sales methodologies to forecast and build a strong lead pipeline
  • Identify opportunities and cross-sell additional JMFA products to JMFA’S established client base
  • Provide product information to clients with regular cadence to drive client interest and showcase JMFA innovation
  • Represent JMFA at client events and user group sessions, as needed or assigned
  • Provide input to Product Management on recommended enhancements based on client feedback
  • Maintain an in-depth understanding of company products and services

LOCATION

This is a remote position.  In-person activities may occur periodically based on business needs.

BENEFITS & CULTURE HIGHLIGHTS

  • Health, Dental and Vision Insurance
  • Retailer discount portal for employees
  • Open Paid Time Off and Vacation (yes, you read that correctly)
  • Community volunteering opportunities
  • Opportunities for on the job training and promotion from within
Apply Now
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Max. file size: 12 MB.

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