Director, Account Management

Director, Account Management

At FNBO, our employees are the heart of our story—and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

The Director, Account Management plays a critical role in overseeing and optimizing the performance of the account management team. This position involves leading, mentoring, and motivating account managers to achieve their targets, while also ensuring high levels of client satisfaction and retention. The Director, Account Management is responsible for developing strategies, implementing best practices, and fostering a culture of excellence within the account management team. The Director, Account Management must be able to understand and communicate client needs and priorities, have a strong understanding of bank operations and treasury solutions, maintain strong internal relationships, be resourceful in developing solutions and have strong project management skills. This integral role contributes to the overall growth and profitability of the organization. The Director, Account Management will report directly to the Head of Customer Engagement, Portfolio Management & Commercial Card. They will work closely with leadership and other relevant partners and departments within the organization. Collaboration and partnership must be a critical strength for this individual.

About This Role:

Key Accountabilities include, but are not limited to:

• Provide strong leadership to the account management team, setting clear goals, expectations, and performance standards.
• Mentor and coach account managers to help them achieve their full potential and enhance their skills.
• Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.
• Recruit, interview, and hire new or additional talent as needed in partnership with leader.
• Develop and implement strategic plans to achieve company objectives related to client retention, satisfaction, and revenue growth.
• Analyze market trends, client feedback, and performance metrics to identify opportunities for improvement and innovation.
• Stay current with trends in the commercial payments industry, such as digital payments, security solutions, and regulatory changes, and incorporate these insights into product strategy to drive innovation.
• Collaborate with cross-functional teams to align account management strategies with overall business goals.
• Maintain knowledge of commercial payment products, including Commercial Card, Merchant Services, Treasury Services, Global Payments, and other related solutions.
• Stay informed of new product updates, features, and functionality to effectively communicate their value to customers.
• Oversee key client accounts and ensure that their needs are met effectively and efficiently.
• Act as an escalation point for resolving complex client issues and addressing any concerns in a timely manner.
• Foster strong, long-term relationships with clients through proactive communication and value-added service delivery.
• Provide guidance on key accounts to ensure commercial payment products are being fully utilized. Work to optimize client satisfaction and identify opportunities for upselling and cross-selling additional products.
• Actively manage team's growth and cross sell opportunities within existing accounts.
• Monitor contract terms and pricing to maximize profitability while ensuring client satisfaction.
• Achieve and exceed team's retention, cross-sell targets and growth goals.
• Collaborate with the Business Development teams to identify new business opportunities, provide strategic direction, and ensure that the team is equipped to win and retain commercial clients.
• Monitor client satisfaction levels and address any issues or concerns promptly and effectively.
• Proactively identify areas for improvement and implement solutions to enhance the client experience.
• Develop strategies to increase client retention and minimize churn.
• Timely follow-up and seamless execution of initiatives.
• Collaborate closely with internal teams such as leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, and client servicing to deliver integrated solutions that meet clients' needs.
• Serve as the voice of the customer within the organization, advocating for client priorities and requirements.
• Act as a conduit for client feedback regarding product features and functionalities. Gather insights from clients and sales teams to influence product development and ensure offerings remain competitive and relevant.
• Monitor team performance against key performance indicators (KPIs) and targets.
• Analyze account metrics and trends to identify areas for improvement and develop action plans accordingly.
• Prepare regular reports and presentations for senior management to communicate account management performance and strategic initiatives.
• Continuously evaluate and refine account management processes to increase efficiency, productivity, and customer satisfaction
• Implement best practices and standard operating procedures to ensure consistency and quality in account management activities.
• Stay abreast of industry trends and emerging technologies to drive innovation and competitive advantage.
• Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
• Ensure compliance with company policies, procedures, and contractual obligations in all team's partner and client interactions and transactions.
• Other duties as assigned by leadership.

The Ideal Candidate for This Role:

Qualifications:

• Bachelor's Degree preferred (Finance, Business or other related field of study)
• Minimum 7+ years relevant experience working in account management or related field, with at least 5 years in a leadership role.
• Strong knowledge and experience with Commercial Payments products (Treasury, Card, Merchant, Global Banking)
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with the ability to develop and execute effective business plans.
• Proficiency in CRM software and other relevant tools.
• Results-oriented mindset with a focus on driving business growth and exceeding targets.

Additional Requirements:

• Strong analytical skills and attention to detail.
• Project management experience.
• Ability to thrive in a fast-paced, dynamic work environment.
• Commitment to continuous learning and professional development.
• Willingness to travel for client meetings or team events.

Desired:

• Commercial Card, Treasury, Global Banking, Merchant and FinTech experience
• Knowledge of applicable credit card Networks rules and regulations.
• Demonstrated ability to lead the implementation of products and services
• Experience working with Salesforce.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation range (base pay): $97,774.00-$166,216.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.