Manager, Account Management

About the Role:

The Leader of Account Management is a partner facing role within Customer Success that is responsible for leading the account management team and is focused on building strong relationships with partners. This role is focused on coordinating activities to support current partners, including the SVP of Partner Management, VP of Partner Engagement and VP of Partner Services and Delivery. This includes developing strategies to understand common themes with partners, working with functional leaders outside of Customer Success to address issues, growing the talent of the Account Management team and ensuring the team is meeting performance targets. The position is responsible for creating and implementing the operational partner facing policies and procedures to ensure partner interactions at Pathward are managed as a scalable process.

What You Will Do:

• Serve as a key member of the Partner Success team and as part of the Customer Success leadership team.
• Develop processes and practices to standardize how partner issues are handled and resolved.
• Develop mechanisms to address common themes of partner issues, collaborate with the PE team on resolution of common themes.
• Develop a method of proactive communications on issues facing the account management team and ensure that the partner executive team is aware of these issues.
• Develop an effective escalation process and become personally involved in resolving escalated issues within the account management team.
• Grow and develop the skill set of the account management team.
• Develop strong cross functional working relationships and lead best practice sessions between the teams.
• Implement effective methods to measure response time to partners and to gather and assess the quality of the responses to partners.
• Develop a series of key metrics that are used to assess the performance health of the account management team including mechanisms that measure partner satisfaction with the account management team.
• Working with the PE team, develop strong relationships with the leaders of the team and develop key contacts with partners to assist in driving resolution on key issues.
• Have a strong working knowledge of relevant regulatory issues impacting the Account Management team and serve as a leader and resource through preparing and participating in regulatory exams.
• Be aware of key industry trends to inform strategic decision-making and optimize account management strategies.
• Work with abstract ideas or situations across functional areas and effectively communicate complex concepts to both technical and non-technical stakeholders.
• Be able to function well in a highly dynamic environment.
• Establish and implement performance goals and metrics that align with company objectives.
• Develop and maintain policies and procedures related to account management to ensure that they are up-to-date and aligned with best practices.
• Drive innovation and continuous improvement of account management processes and practices.
• Establish regular communication channels with internal partners including Partner Engagement leaders to ensure the teams are working towards the same partner experience.
• Develop strong relationships with partners to understand the needs and goals of the partnership. Work closely with partners to identify areas of collaboration and ensure alignment between goals and the company’s objectives.
• Identify areas of improvement to increase efficiency, reduce errors, and provide better outcomes for partners.
• Develops and improves service model for staffing needs based on projected growth.
• Leads, selects, develops, and evaluates direct reports to ensure the efficient operations of the functions assigned.
• Other duties as assigned.

What You Will Need:

• Bachelor's degree or equivalent education and work experience.
• Typically 5+ years with bachelor's or equivalent in Business Administration, management, or a related field.
• Leadership: Ability to lead and manage a team of account managers effectively. This includes setting goals, providing direction, and motivating team members to achieve their targets.
• Relationship Management: Ability to build and maintain strong relationships with partners, including managing expectations and resolving issues
• Results Orientation: Strong focus on achieving results, meeting performance targets, and exceeding partner expectations.
• Change Management: Ability to adapt to changing market conditions, implement new processes and procedures, and manage change effectively.
• Communication: Excellent communication skills, including the ability to communicate effectively with partners, team members, and other stakeholders.
• Collaboration: Ability to work collaboratively with other departments and stakeholders to achieve organizational goals.

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range: $86,000 – $145,000

The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity. Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

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