Careers

Director of Client Experience

Responsibilities

• Oversee and facilitate day-to-day activities and implementations for Eved’s Corporate Clients.
• Drive client success goals, help clients exceed spend goals, monitor client KPIs and deliverables, and work closely with client solutions team to create client plans.
• Oversee Eved’s help desk team, including conducting 1:1 reviews, coaching, and handling escalations to ensure best-in-class global support.
• Report on Customer performance and forecast to senior leadership.
• Act as key point of contact for Client programs owners / ops team and point of escalation for internal resources.
• Facilitate regular meetings with client ops team / program owner and develop, schedule and lead in-person Business Reviews with Client Champions.
• Socialize Eved with new groups within existing clients, conduct demos, train on new functionality, proactively resolve issues, and help clients optimize use of Eved.
• Act as Subject Matter Expert on Eved and Global Corporate Payments for new and existing clients.
• Project manage special client projects.

Success in the Role Includes

• Achieving Key Metrics: Meeting or exceeding key performance indicators such as client retention, client spend, and customer satisfaction. For example, achieving 100% client retention, hitting 85%+ of client spend goals, and improving customer satisfaction.
• Meeting Client Goals: Maintaining client plans and hitting at least 90% of success goals for each customer.
• Effective Collaboration:  Working closely with internal teams, including product managers, engineers, merchant service specialists, and sales team members, to ensure successful adoption and implementation of Eved and new product features.
• Proactive Client Engagement: Identifying and mitigating issues and risks, providing strategic direction to clients and identifying and executing on opportunities to grow client accounts.

Qualifications & Requirements

• 10+ years of experience in Customer Success, Implementation, Product, Client Services, or Consulting Role.
• Executive Communication – Strong collaboration and influencing skills, ability to facilitate effective meetings and conversations with high-level internal and external stakeholders, and ability to become trusted advisor of client.
• Analytical Ability – Proficient in salesforce and excel; Ability to analyze data to identify trends, build a business case, and drive actions.
• Strategic Thinking – Ability to see the big picture; Ability to proactively anticipate issues and needs of the customer; Ability to balance needs of the customer with business needs to provide the best possible solution.
• Technical Acumen – Ability to communicate technical product features and corresponding value to clients; Ability to demo software for external clients and adjust software configurations to meet client goals.
• Leadership – Demonstrates inspirational leadership, effective delegation, coaching and development, team building, and strong communication skills to guide and motivate your team.
• Preferred – Experience with Accounting Software (e.g. SAP, Oracle, Workday, etc); Experience with Enterprise Finance, AP and/or global payments.

Benefits

• Fully Remote Position
• Medical
• Dental
• 401K
• Unlimited PTO and more

The annual OTE for this role is $100,000 to $165,000.  This range includes both annual base salary and bonus for the role.  This salary range will be narrowed during the interview process based on a number of factors, including the candidate’s experience and qualifications.

To apply for this exciting opportunity, please send resume and cover letter to Alex Milling at amilling@eved.com.