Sr. Manager, Client Engagement Strategy & Performance

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

Leads a team of business insight analysts to drive results in Client Engagement Services by delivering personalized, responsive, and innovative engagement experiences through strategies that align to the objectives of our clients and our business.

Measures and drives performance of the Client Engagement organization. Functions as a key thought leader and liaison for Client Engagement business partners, including but not limited to incident management, product, marketing, and sales.

Essential Functions

• Develops and implements comprehensive client engagement strategies that align with the company's business goals and objectives.
• Develops, builds, and sustains productive working relationships with key stakeholders and ensure key project information is clearly communicated to drive fact-based decisions, improve business performance, and ensure business readiness.
• Identifies key client segments and tailors engagement plans to meet their specific needs and preferences.
• Utilizes data-driven insights to continuously refine and optimize engagement tactics.
• Leads, mentors, and develops a high-performing client engagement team, fostering a collaborative and results-driven environment.
• Sets clear performance expectations, provides regular feedback, and conducts performance reviews to ensure team goals are met.
• Establishes key performance indicators (KPIs) and metrics to measure the effectiveness of client engagement initiatives.
• Regularly analyzes engagement data, prepares detailed reports, and presents findings to senior leadership.
• Uses advanced analytics tools and methodologies to derive insights from engagement data and inform strategic decisions.
• Develops and maintains dashboards to provide real-time visibility into engagement performance.
• Designs, implements, and optimizes processes related to client engagement to ensure efficiency and scalability.
• Collaborates with cross-functional teams to integrate engagement processes into broader business workflows.
• Identifies and addresses process bottlenecks, ensuring seamless execution of engagement strategies.
• Implements best practices in process management and continuous improvement.
• Works closely with Marketing, Sales, Customer Service, and Product Development teams to ensure a cohesive and unified approach to client engagement.
• Advocates for client needs and feedback within the organization, influencing product and service improvements.
• Coordinates and host client events, webinars, and other engagement activities.
• Support the company's commitment to risk management and protecting systems and data integrity and confidentiality.
• The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Minimum Qualifications

• Bachelor's degree in marketing, Business Administration, Communications, Data Analytics, or a related field
• Minimum of 7 years of experience in client engagement, customer relationship management, or a related role, with at least 3 years in a leadership position.
• Strong strategic thinking and analytical skills, with the ability to translate data into actionable insights.
• Proven experience in developing and executing successful client engagement strategies.
• Excellent leadership and team management abilities, with a track record of building and motivating high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Demonstrated experience in process management and optimization, with a focus on continuous improvement.
• Proficiency in CRM software and engagement tools, as well as data analysis platforms.
• Demonstrated ability to work cross-functionally and influence stakeholders at all levels of the organization.
• Background and drug screen

Preferred Qualifications

• Additional related education and experience preferred.
• Strong background in data analytics, with proficiency in using analytics tools and software (e.g., SQL, Tableau, Power BI).

Physical Requirements

Early Warning works together in a highly collaborative office environment. 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 10 pounds occasionally and / or negligible amount of force frequently.

Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.

Requires the ability to communicate with internal and / or external customers.

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

The pay scale for this position in :

Phoenix, AZ / Chicago, IL in USD per year is : $140,000 - $160,000.

New York, NY / San Francisco, CA in USD per year is : $150,000 - $170,000.

Remote in USD per year is : $140,000 - $160,000, but will vary dependent on geographic location.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer.

Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers).

The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage - Competitive medical (PPO / HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws.

The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.