Payments Customer Strategy Director

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At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

Payments Customer Strategy Director

Based in:             Boston MA, USA / Hybrid

Reporting to:     SVP Global Customer Success, Digital  

Your role in our Future

The Payments Customer Strategy Director is a key leadership role responsible for aligning our payment solutions with customer needs, driving customer success, and identifying growth opportunities. This position will work cross-functionally with Sales, Product, Customer Success, and Operations teams to optimize payment processes, develop strategic offerings, and improve customer retention and satisfaction. The Director will also oversee core payment processing partners in both Accounts Receivable (AR) and Accounts Payable (AP), negotiate strategic revenue split models, and ensure that our payment solutions evolve in line with business growth and customer demands.

What you will do

• Strategic Payments Leadership
  • Develop and execute a comprehensive Payments Customer Strategy that aligns with customer needs, business goals, and market trends.
  • Identify opportunities for product enhancements and new payment offerings, ensuring our solutions meet evolving customer demands and provide significant value.
  • Lead the strategic direction of payment solutions to improve customer retention, expand adoption, and drive additional revenue.
• Oversee Core Payment Processing Partners
  • Manage and oversee relationships with key payment processors in the Accounts Receivable (AR) and Accounts Payable (AP) sides, ensuring smooth integration, effective service, and scalability.
  • Maintain and optimize partnerships with payment processors, ensuring the company leverages the most efficient and cost-effective solutions.
  • Act as the primary liaison between internal teams and payment processing partners to ensure alignment of payment processes and performance expectations.
• Negotiating Strategic Revenue Split Models
  • Collaborate with finance and business leadership to negotiate revenue share agreements and strategic pricing models with payment processing partners as the company scales.
  • Develop and implement revenue models that maximize profitability while ensuring customer satisfaction and competitive pricing.
  • Regularly review and optimize existing partner agreements, looking for opportunities to enhance the financial terms of revenue-sharing models as the business grows.
• Cross-Functional Collaboration
  • Work closely with Sales, Product, and Customer Success teams to ensure alignment between customer-facing teams and payment solutions.
  • Facilitate feedback loops with Sales, Customer Success, and Product teams to improve payment processes, identify customer pain points, and optimize the customer experience.
  • Collaborate with Product Management to ensure that new payment features and enhancements are effectively prioritized and meet customer needs.
• Data-Driven Insights
  • Leverage data from the Customer Success Operations Manager to identify trends, customer feedback, and performance metrics that inform the development of strategic payment offerings.
  • Utilize data insights to drive decision-making and continuously improve the effectiveness of payment strategies in achieving business goals.
• Customer Engagement and Retention
  • Identify and prioritize opportunities for growth and expansion with existing customers, focusing on payment solutions that provide long-term value.
  • Drive customer satisfaction and loyalty by ensuring that payment processes are efficient, transparent, and aligned with customer expectations.
  • Lead customer education initiatives to help customers fully leverage payment solutions and drive adoption.
• Continuous Improvement
  • Continuously evaluate the performance of payment solutions and optimize strategies to enhance customer experiences, streamline processes, and drive revenue growth.
  • Stay up-to-date on industry trends, competitive offerings, and emerging payment tech