Client Support Manager

Onbe Financial Services; Buffalo Grove (IL); Hybrid; USD 79,200 - 89,250; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Wellness program

401(k) matching

Unlimited PTO

Work from anywhere

Generous parental leave

Job summary

Onbe is seeking a Client Support Manager (CSM) to manage a defined client portfolio, build strategic relationships, and ensure program health. The hybrid role requires onsite presence 2 days per week in Chicago, Philadelphia, or Dallas metro areas, with occasional travel.

The CSM will analyze reports, support budgeting activities, and work with Sales to identify opportunities. Strong communication and client-relations skills are essential for success.

Qualifications

• Minimum of 3+ years of industry experience or experience building and managing client relationships.

Responsibilities

• Serves as subject matter expert on the account to defend revenue and support growth of the existing account.
• Review key reports and metrics related to the program, analyze data, and discern issues or opportunities.
• Participates in the annual client budgeting exercise and reviews numbers monthly for variances to actual analysis.
• Conducts effective routine conversations and presentations for clients.
• Engage in the Implementation process as needed– attend kick off builds, create the Journey Map, monitor project health, and attend go-live calls.
• Responsible for ensuring first-order health for new clients and/or programs.
• Collaborates with Client Success Specialist and Client Service to ensure timely, accurate support (orders, payments, inquiries).
• Escalates issues to ensure resolution and cross-functional prioritization.
• Maintains healthy CSAT and NPS scores and creates account plans based on CSAT results.
• Attends internal and external client meetings and assists Sales with Account Plans.

Skills

Client relationships

Communication

Job description

Onbe, a fast-growing FinTech, bringing innovation to a rapidly growing global marketplace, stands for “on behalf.” Because that’s exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined — as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!

Summary

The Client Support Manager (CSM) is responsible for developing strategic relationships and managing the overall program health for a defined portfolio of clients. To be successful, the CSM will gain an intimate understanding of their clients’ programs, competitive landscape, and business goals. The CSM will have a positive relationship with client contacts and decision-makers. The CSM must balance being an advocate for the client and Onbe. A successful CSM understands Onbe's strategic direction and effectively identifies new opportunities within existing clients, and knows when and how to collaborate with Sales.

This role is hybrid that will work onsite 2 days per week at one of our locations: Chicago, Philadelphia or Dallas metro areas. Occasional travel may be required as part of this role.

Responsibilities

• Serves as subject matter expert on the account to defend revenue and support the growth of the existing account
• Review key reports and metrics related to the program, analyze the data, and discern any issues or opportunities.
• Participates in the annual client budgeting exercise and reviews numbers monthly for variances to actual analysis.
• Conducts effective routine conversations and presentations for clients.
• Engage in the Implementation process as needed– attend kick off builds, create the Journey Map, stay abreast of the project health, and attend the go-live call.
• Responsible for ensuring first-order health for new clients and/or programs.
• Works closely with the Client Success Specialist and Client Service to ensure that tasks that are done to support the client's health are done timely and accurately (i.e., order processing, payments, service inquiries, etc.).
• Knows when to properly escalated existing client issues to ensure accurate resolution and cross-functional prioritization.
• Responsible for healthy CSAT and NPS scores (measured annually) – and creating an account plan based on the CSAT results.
• Attend internal and external client meetings.
• Assist Sales with the Account Plan and Situational Analysis (annual exercise).
• Assist the Director of Client Success in mentoring and coaching Client Success Specialists on strengths you'll need to grow in your own career.
• Works on internal development projects as assigned and proactively created from their own identified business needs.

Qualifications

• Minimum of 3+ years of industry experience OR experience in building & managing client relationships preferred.
  Excellent communication and relationship-building skills.

The base salary range for this position is between $79,200.00 to $89,250 with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits includes medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.

At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus remains on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. To that end, we ask employees to come to Onbe as they are and contribute their diverse perspectives, identities, and experiences.

We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we’re constantly evolving the way we celebrate diversity every day and in everything we do. With several internal committees that are dedicated to mental and physical wellness, diversity, inclusion, and community outreach, we are committed to making a culture that is inclusive to all.

Onbe is proud to be an equal opportunity employer. We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion. We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service. Our equal opportunity policy applies to all decisions of employment including hiring, placement, promotion or advancement, termination, layoff, recall, transfer, compensation, training and leaves of absence.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Onbe’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

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