Position summary: The Director, Customer Relationship Management serves as the primary relationship manager for a portfolio of named banks and selected strategic financial institutions currently using TCH core networks (EPN, CHIPS, RTP, & SVPCO Image). The role involves securing and expanding payment volumes on these core networks and selling new products and services as they become available. High level responsibilities will include, but are not limited to, providing account management and support to major TCH customers, cross-selling TCH products and value-added services, representing the company at industry events, and being the customer advocate across TCH departments. The role involves regular interaction with senior executives at TCH owner banks and key customers, and requires regular internal reporting, effective communication, timely follow-up and responsiveness, and a strong understanding of the business priorities of the customer. Importantly, this position is expected to preserve and grow customer revenues through selling new product offerings and expanding the use of existing products.

Qualifications required:

• 8+ years of customer-facing relationship or account management experience
• 3-5 years working for a bank or financial institution
• 3-5 years of payments industry experience
• Strong oral and written presentation skills for both internal and external audiences
• Salesforce or related CRM tool experience

Qualifications desired:

• Account management experience with large commercial banking clients
• Previous roles in correspondent banking, relationship management or product management for large commercial banks
• Experience directly related to TCH networks, products, and services
• Ability to work with and lead teams effectively in a complex ecosystem
• Bachelor’s degree in finance or related

Essential functions and responsibilities:

• Preserve and strengthen existing relationships with individuals at assigned clients
• Expand and develop new relationships with key executives at assigned clients

• Identify, understand, and document client product and business strategies
• Be “the voice of the customer” within TCH and provide high-quality assistance and responsiveness
• Complete & execute account plans for key accounts
• Conduct regular Relationship Reviews with each assigned account for each TCH product used
• Meet or exceed TCH revenue and payment volume projections for all products
• Actively identify and pursue opportunities for product expansion and new product adoption
• Work with internal departments to ensure TCH meets and exceeds clients’ expectations
• Ensure follow-up on all operational issues and requests escalated to CRM from TCH or the customer
• Ensure client database is regularly updated with contact & opportunity information and meeting notes
• Support & attend industry trade shows and activities such as PAYMENTS, Sibos, and TCH’s Annual Conference

Success factors/job competencies:

• Development and execution of successful account plans for assigned accounts
• Success in preserving and growing existing account revenues consistent with company targets
• Become conversant in all existing TCH products, including as new functionality is released
• Success at developing and expanding relationships with senior bank executives

Physical demands and work environment: Position requires up to 50% travel