Equity Trust Company

*This position is located on-site at our Westlake, OH office

JOB OVERVIEW

The Director, Client Services provides strategic leadership and direction to the Client Services department to drive overall performance. Oversees cost effectiveness, productivity, and the delivery of client support procedures to nurture continuous improvement.

RESPONSIBILITIES & DUTIES

• Develops the Client Services strategy and tactics to drive the necessary changes to improve operating and organizational efficiencies
• Provides strategic direction to the company’s operational goals and objectives
• Oversees the management of Client Services, including staffing, training and development, problem solving, identification of team needs, and department budget
• Develops service-level standards focused on response time and issue resolution
• Establishes policies and procedures to produce high quality customer service delivery and reflect industry best practices
• Manages metrics, performance criteria, policies and procedures to continuously improve the client experience
• Analyzes and summarizes data and trends and formulates strategies to mitigate issues and presents to Executive Committee
• Uses customer insight and root case analytics to identify companywide improvements and presents to relevant stakeholders and Executive Committee
• Identifies new tools and technologies to better service the client
• Utilizes existing tools and recommends other tools to assist with the automation and optimization of client information, queues, and workflows
• Acts as the voice of the client across the company
• Coaches, mentors, and develops team members, oversees new associate onboarding, provides career development planning and opportunities
• Leads associates to meet company expectations for productivity, quality, continuous improvement, and goal accomplishment
• Maintains transparent communication by sharing appropriate organizational information through department meetings and one-on-one meetings, email and regular interpersonal communication

QUALIFICATIONS

• Minimum 10 years of experience in a fast-paced call center manager role, preferably in financial services
• Bachelor’s degree in Business Administration or related field; Master’s degree preferred
• Proven and successful experience driving positive change and influencing enhanced performance in a customer support department
• Established record of exceeding targets, KPI’s and SLA’s in a quality lead and compliant environment
• Proven and successful experience mapping customer journeys and creating customer support strategies

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

• Deep understanding of aligning departmental targets with the business KPIs
• Demonstrated proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Strategic Mindset
• Courage
• Drives Results
• Drives Vision & Purpose
• Develops Talent

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Equity Trust Company

*This position is located in our Westlake, OH office and eligible for a hybrid schedule.

*The Product Market Manager will be focused on one asset class: Precious Metals, Modern Finance, or Digital Currency.

JOB OVERVIEW

The Product Market Manager will be responsible for building and maintaining strong relationships with our clients and partners, identifying opportunities for growth and expansion, and ensuring a great client experience throughout the customer’s journey.

In this role you will be tasked with creating partner success plans, planning integration approaches, and ensuring successful completion of onboarding activities across Equity’s products. You will be asked to work closely with sales and marketing to develop product solutions that solve a broad array of customer challenges for both B2B and B2B2C relationships.

RESPONSIBILITIES & DUTIES

• Set the product vision and product roadmap, including new features and products
• Become “the voice of the customer” prioritizing and addressing pain points, uncovering growth opportunities, reducing churn, and increasing the customer lifetime value
• Partner with internal teams, including product, marketing, and support, to advocate for the customer’s needs and ensure a seamless customer experience
• Analyze data and utilize data-driven recommendations to identify and act on strategic opportunities to drive an increase Equity Trust market share
• Create success plans for each new partner that streamlines onboarding and optimizes new API partners (technical integration, onboarding, and growth of hosts/listings)
• Represent the company in external meetings and industry events
• Develop strong and long-lasting partnerships at various levels
• Hold regular monthly optimization calls and Quarterly Business Reviews (QBRs) with the partners
• Develop deep knowledge of the assigned client’s business and become the go-to source for all information relating to market dynamics for internal and external partners
• Design and lead consultative interactions with partners to understand and translate their goals, systems, and processes to determine the appropriate product solution stack to successfully complete onboarding
• Creates and manages product documentation, solution overviews, onboarding materials, and other assets to support the sales process. Partners with marketing department to appropriately represent solution stack within written and digital assets
• Stay up to date with industry trends, best practices, and competitor offerings to ensure our company remains competitive in the marketplace
• Develops and maintains reports that measure the quality and performance of products and partners
• Assists with financial analysis and budget management of partner opportunities
• Presents to senior leadership and executive committee updates and reviews of onboarding pipeline
• Performs other duties as assigned

QUALIFICATIONS

• Bachelors degree in Business Management, Marketing or related field preferred
• 5 years of experience in product management, software/technical, tech software, and/or implementation analyst
• Banking and financial services experience a plus
• 10-15% travel required

PROFESSIONAL CERTIFICATIONS

• None Required

TECHNICAL SKILLS

• Ability to compile data and synthesize it into actionable information
• Proficient with Microsoft Office applications
• Intermediate experience APIs, e-commerce
• Marketing and technical documentation experience a plus
• Project Management experience a plus

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Customer Focus
• Plans & Aligns
• Optimizes Work Processes
• Courage

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company

*This position is located in our Westlake, OH office and eligible for a hybrid schedule.

*The Product Market Manager will be focused on one asset class: Precious Metals, Modern Finance, or Digital Currency.

JOB OVERVIEW

The Product Market Manager will be responsible for building and maintaining strong relationships with our clients and partners, identifying opportunities for growth and expansion, and ensuring a great client experience throughout the customer’s journey.

In this role you will be tasked with creating partner success plans, planning integration approaches, and ensuring successful completion of onboarding activities across Equity’s products. You will be asked to work closely with sales and marketing to develop product solutions that solve a broad array of customer challenges for both B2B and B2B2C relationships.

RESPONSIBILITIES & DUTIES

• Set the product vision and product roadmap, including new features and products
• Become “the voice of the customer” prioritizing and addressing pain points, uncovering growth opportunities, reducing churn, and increasing the customer lifetime value
• Partner with internal teams, including product, marketing, and support, to advocate for the customer’s needs and ensure a seamless customer experience
• Analyze data and utilize data-driven recommendations to identify and act on strategic opportunities to drive an increase Equity Trust market share
• Create success plans for each new partner that streamlines onboarding and optimizes new API partners (technical integration, onboarding, and growth of hosts/listings)
• Represent the company in external meetings and industry events
• Develop strong and long-lasting partnerships at various levels
• Hold regular monthly optimization calls and Quarterly Business Reviews (QBRs) with the partners
• Develop deep knowledge of the assigned client’s business and become the go-to source for all information relating to market dynamics for internal and external partners
• Design and lead consultative interactions with partners to understand and translate their goals, systems, and processes to determine the appropriate product solution stack to successfully complete onboarding
• Creates and manages product documentation, solution overviews, onboarding materials, and other assets to support the sales process. Partners with marketing department to appropriately represent solution stack within written and digital assets
• Stay up to date with industry trends, best practices, and competitor offerings to ensure our company remains competitive in the marketplace
• Develops and maintains reports that measure the quality and performance of products and partners
• Assists with financial analysis and budget management of partner opportunities
• Presents to senior leadership and executive committee updates and reviews of onboarding pipeline
• Performs other duties as assigned

QUALIFICATIONS

• Bachelors degree in Business Management, Marketing or related field preferred
• 5 years of experience in product management, software/technical, tech software, and/or implementation analyst
• Banking and financial services experience a plus
• 10-15% travel required

PROFESSIONAL CERTIFICATIONS

• None Required

TECHNICAL SKILLS

• Ability to compile data and synthesize it into actionable information
• Proficient with Microsoft Office applications
• Intermediate experience APIs, e-commerce
• Marketing and technical documentation experience a plus
• Project Management experience a plus

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Customer Focus
• Plans & Aligns
• Optimizes Work Processes
• Courage

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company