Sr. Client Servicing Manager - Paze

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

Serves as the primary point of contact for Early Warning’s customers post-implementation. Provides high level support to remove customer support impediments by managing complex customer issues, driving decisions to facilitate projects, and clearing roadblocks. Will use their in-depth knowledge of business processes, deep knowledge of Early Warning's products and technical understanding to drive and increase adoption and utilization of company products. Recommending product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) to achieve customer's desired result.

Essential Functions

• Represents the customer, their requirements, and facilitates discussions with internal departments for delivery of timely solutions.

• Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed; updates case management system with actions taken.

• Support the planning and facilitation of quarterly customer forums and business reviews.

• Leads the coordination of certification activities to ensure compliance with the Rules and all other Service Documents.

• Leads discussions with more junior team members to share knowledge and understand customer needs; includes sales team in escalations and sensitive resolutions.

• Ensures department complies with internal policies and procedures.

• Collaborates with sales teams to understand and negotiate through billing and contractual challenges specific to each customer.

• Maintains records of changes, product enhancements, product pricing or other customer specific items; proactively building out customer background and learns to recognize new business opportunities.

• Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery, and billing inquiries.

• Formulates recommendations for process efficiencies throughout the department.

• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management or related field.

• 8 or more years of customer support and escalation experience.

• Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis, and service management (such as log interpretation and performance monitoring)

• Excellent written, verbal, and interpersonal communications skills.

• Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools.

• Background and drug screen.

Preferred Qualifications

• Financial services / banking experience preferably in customer service/sales roles

• Contract experience; reading, reviewing and general understanding of contract documents.

• Additional related education and/or experience preferred.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift