What We Do:
Brightwell is a pioneering payments company dedicated to providing innovative solutions and technology for global money transfers while navigating the intricate landscape of regulatory requirements. Through strategic partnerships and technological advancements, Brightwell facilitates cross-border payments, offering a range of options including bank transfers, mobile wallets, and cash transactions. With a focus on unparalleled fraud detection and transaction monitoring supported by a team of global payment experts, Brightwell empowers businesses and individuals to seamlessly manage and move money worldwide.
Who We Need:
We’re searching for a Vice President of Client Services to join the Team. As the VP of Client Services, you will be the voice of the client in executive-level discussions and will drive a client-centric culture throughout the organization. You will collaborate with sales, marketing, product, and customer support to shape the strategic direction and overall operations of the client services department. You will be client-obsessed and ensure client expectations are consistently exceeded. Your focus will be on developing client service strategies, overseeing the client onboarding and implementation plans, and driving client satisfaction, retention, and growth. This is a hybrid position based in Atlanta, GA.
Candidates will be expected to be in the office on Tuesdays and Thursdays each week. As a part of our selection process, we require all Brightwell candidates to complete a 10-minute survey which you can find here: Culture Index Survey This confidential survey allows us to match your unique strengths with our open positions.
What You’ll Do:
- Develop and execute a comprehensive client services strategy that aligns with the company’s overall business objectives.
- Lead the development of client-focused initiatives. Set KPIs and performance metrics to drive customer satisfaction, retention, and business growth.
- Establish seamless onboarding of new clients as they flow from Sales through Implementations and Operations.
- Establish and maintain strong, long-term relationships with key clients, serving as the primary point of contact for executive-level client interactions.
- Act as a client advocate within Brightwell, seeking client perspectives and feedback and ensuring these are considered in strategic decision making.
- Oversee the day-to-day operations of the client services department. Implement best practices and process improvements to ensure efficient and effective service delivery.
- Lead, mentor, and develop a high-performing client services team. Identify and address skills gaps within the team, providing opportunities for professional development and career growth.
- Identify emerging trends and technologies in client services and develop new service offerings or enhancements to meet changing client needs and market demands.
As a Vice President of Client Services, you have:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. MBA or other equivalent advanced degree is preferred.
- Minimum of 10 years of experience in client services, account management, or a related field.
- Strong leadership and team management abilities.
- Excellent interpersonal and communication skills, with the ability to interact effectively at all levels of the organization.
- Proven track record of developing and executing successful client service strategies. Ability to analyze complex data and make informed decisions.
- Strong problem solving skills and the ability to handle challenging situations.
- Client-focused mindset with a commitment to delivering exceptional service.
- Strategic thinker with the ability to execute both short-term and long-term goals.
- High level of integrity and professionalism.
- Ability to travel domestically and internationally (approximately 20%)
What We’re Offering in Return:
- Freedom: We empower you to take ownership of your work and excel in your role.
- Professional Development: We support your growth and provide opportunities for advancement.
- Entrepreneurship: We value innovation and welcome individuals with a passion for driving change.
- Benefits: Medical, dental, vision, disability insurance, 401k, flexible spending accounts, parental leave, paid vacation, and more.
- Culture: Join a vibrant and inclusive team with opportunities for social and professional engagement.
Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.
