Strategic Accounts Manager

Responsibilities

• Assist and support the implementation process for newly acquired clients, ensuring a smooth onboarding experience.
• Onboard new clients and provide hands-on training to ensure they can effectively leverage AI-driven solutions for underwriting, risk assessment, and financial decision-making.
• Build and nurture strong client relationships, serving as a trusted advisor with a solid understanding of financial services, underwriting processes, and regulatory considerations.
• Work closely with clients to build success and growth plans that ensure maximum utilization while laying the foundation for expansion efforts.
• Proactively engage with clients to assess satisfaction, identify challenges related to underwriting or financial workflows, and recommend solutions.
• Serve as front-line point-of-contact for clients, ensuring timely resolution of issues related to underwriting workflows, data integrations, or AI performance.
• Maintain up-to-date client demographic, portfolio, and underwriting-related data within CRM and internal systems.
• Work collaboratively with various internal teams to ensure seamless service delivery and problem resolution.
• Gather customer feedback throughout the customer lifecycle and relay it to the product development team for ongoing enhancements.
• Champion the voice of the customer internally, advocating for customer-centric improvements across a range of use cases.
• Monitor customer success metrics and develop strategies for improvement.
• Manage an assigned book of business overseeing all aspects of key accounts and client relationships.
• Manage and grow existing client accounts monthly by initiating contact with clients, identifying their needs and selling appropriate products to meet those needs.
• Maintain internal reporting, organization, and ticketing system.
• Partner with the Customer Success leaders to identify trends across the book of business, including underwriting performance, risk outcomes, and customer usage patterns.
• Identify and execute on process improvement opportunities.
• Lead weekly client syncs, steering committees, QBRs, and onsite sessions with stakeholders as needed.

Requirements

• 5+ years of experience in enterprise account management or management consulting.
• Top tier communication and relationship-building skills.
• Proven ability to manage multiple projects and clients effectively.
• Strong analytical and problem-solving skills.
• Experience collaborating at the c-suite and senior leadership level, with an ability to distill complex concepts into easily digestible formats.
• Experience in the software and technology industry is highly desirable.
• Experience working with high-volume financial institutions such as banks, credit unions, lenders, or credit issuers.
• Strong fundamental familiarity with financial industry regulatory bodies and frameworks such as: FinCEN, OFAC, FCRA, AML / CFT, and GDPR.
• Ability to thrive in an extremely fast-paced environment and adapt to changing priorities quickly.
• Working understanding of underwriting principles, credit risk, lending workflows, and financial data models.
• Strong knowledge of AI technologies and their applications in financial technology, underwriting, credit decisioning, and risk management.
• Proficiency with CRM platforms such as Monday and HubSpot, ticketing systems such as Linear or Jira, and customer success tools.
• Proven ability to independently own onboarding, escalations, and executive relationships without heavy ramp time.

We're especially interested in candidates from top-tier strategy consulting firms (McKinsey, Bain, BCG, or similar), particularly those with financial services or FinTech industry experience.

Travel is to be expected with frequency dictated by client and business needs.

Nice-to-Haves

• Background from top-tier strategy consulting firms (McKinsey, Bain, BCG, or similar) with financial services or FinTech experience.