Manager, Account Management

We are a hybrid, remote-office company dedicated to growing our talent anywhere!

We have onsite locations in: Sioux Falls, SD,  Scottsdale, AZ,  Louisville, KY,  Troy, MI,  Franklin, TN,  Easton, PA.

At Pathward, we take tremendous pride in our purpose to create financial inclusion for all™. We are a financial empowerment company that works with innovators to increase financial availability, choice, and opportunity for all.  We strive to remove barriers that traditional institutions put in the way of financial access, and promote economic mobility by providing responsible, secure, high quality financial products.

We are a team of problem solvers and innovators who celebrate our differences and know that our unique perspectives make us stronger and well-positioned for success.  We celebrate, and embrace, our team members through our *HUMBLE*HUNGRY*SMART approach, and we believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve. 

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 funct