Client Solutions Manager

About InDebted

InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good.

Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human.

The Role

• This position provides responsibility for our Clients within a given  Region within a growing global company. As a member of a regional team, you will be responsible for revenue growth and retention as well as managing and supporting  clients.
• You will work closely with the  Client Solutions Director, USA and the Managing Director, USA to identify, define, and execute strategies required to achieve growth plans and operating objectives, with a focus on improving operational excellence. 

Key Responsibilities

• Manage and lead a portfolio of 1 or more US or Global Clients, demonstrating full responsibility and accountability for client satisfaction and business growth.
• Responsible for achievement of KPIs both financial and non financial for a  client portfolio including: Revenue, Profitability, NRR wallet share and MRR trends, Salesforce/CRM compliance etc.
• Develop and communicate a clear vision of goals and objectives, strategies, revenue generation, profitability, and customer care for your Clients.
• Provide strategic direction and leadership to enhance client relationships, ensuring alignment with InDebted goals and objectives.

Customer/Client  Care/Customer Success:

• Drive revenue growth, working with the VP Client Solutions USA and/or Regional Managing Director to identify new opportunities and execute growth strategies including cross/upsell.
• Cultivate senior-level solid relationships with key stakeholders, maximizing InDebted's reputation and growth within each client account.
• Collaborate and cultivate internal relationships ensuring the monitoring and calibrating of expected operations quality and continuous process improvement.
• Develop and implement strategic plans to drive revenue opportunities aligned with clients’ strategies.
• Facilitate both in-house and client monthly & quarterly business reviews and required training sessions.
• Partner with Product and Analytics teams to recommend and develop new capabilities and solutions, contributing to the overall success of InDebted clients and prospects.
• Provide strategic, transformative solutions that add value to clients' businesses, positioning yourself as a subject matter expert and trusted advisor.
• Lead process improvement initiatives to achieve financial targets and enhance client satisfaction.
• Work collaboratively across a matrixed cross-functional organization to deliver on business goals, specifically within the banking and financial services (BFS)  vertical.
• Act as an escalation point for client issues that normal channels have not resolved, demonstrating accountability for delivering value-added client solutions.
• Support the implementation of new clients, ensuring management, compliance, and reporting for all operations.
• Ensure  Salesforce (or chosen CRM tool) is maintained and the source of truth to ensure increased forecasting capability, visibility on performance against  targets, and provide visibility on actionable insights to Regional Managing Director and executive team.

Sales 

• Convert qualified inbound leads allocated by marketing, owning the end to end sales cycle and data hygiene throughout.
• Ensure contracts are issued with pricing that reflects the solution being offered; maximising revenue and margin goals. Support and nurture these new clients through the onboarding process, and be a key liaison with InDebted Onboarding and Integrations team.

Financial Management:

• Advance performance by driving improvements in revenue, profit and customer retention.
• Annual, quarterly, and monthly revenue results/forecasts and costs for your ClientsCollaborate and work with internal teams to consistently meet or exceed financial and non-financial KPIs, fostering an environment of excellent client service.

About You

• Strong Preference - Proven experience (minimum 5 years) within call centre industries focusing on collections and financial services verticals. Experience in the BPO (outsourcing) field is preferred but will consider other fields.5+ years experience managing client relationships.
• Understanding the trajectory of the Banking and Financial Services verticals as well as trends and strategies with regard to automation & AI.
• Strong financial management skills, including budget forecasting and P&L responsibility.
• Demonstrated success in championing  a client-centric approach throughout the organization, ensuring client needs and expectations are met or exceeded.
• Strong skills in developing and executing strategic business plans for your portfolio, delivering mutual value to InDebted and the client.
• Demonstrated success in driving revenue growth and retention for a portfolio of clients. Demonstrated ability to negotiate win-win agreements.
• Hands-on approach to managing daily operations and improving Client experiencesAn ability to inspire and foster cross-functional team collaboration. Results-oriented with a focus on achieving targets and continuous improvement.
• Strong commitment to customer success and care.
• Not afraid to try new things, driven to improve results constantly.
• Excellent communication and interpersonal skills for influencing stakeholders with the ability to present in group settings.
• Innovative, proactive, and adaptable with a collaborative mindset including an ability to manage time effectively and juggle multiple priorities to execute high-quality deliverables.
• Strong technical acumen and data storytelling skills, able to simplify the complex and confidently explain the capabilities of our solutionsCommercially orientated with the ability to drive a sense of ownership and accountability through problem solving
• Legally authorised to work in the United States

Our benefits

Adaptive working - We’re a remote first team, with office hubs in Australia, the United Kingdom and the United States - with hybrid options determined at team level to foster collaboration and flexibility

Flexible schedules - As a global team working across timezones, we offer flexible working schedules to ensure you’re able to balance work and life

Flexible paid leave - Our trust-based leave model isn’t capped by standard entitlements. This means you can choose how much leave you take and when you take it, while balancing business needs

Remote work set-up - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

Work from anywhere scheme - Work from anywhere on a short-term basis (overseas or otherwise away from your usual place of work) for a maximum period of 4 months, so long as there is a reasonable overlap (4-hours) with your team and/or leader in your home country

Gender neutral parental leave - Our global offering for all new parents includes 16 weeks paid leave

Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process.

At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer.