[Remote] Director, Client Management at TrueML

Indiana, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, FintechIndustries

Requirements

Strong leadership and hands-on mentorship skills to lead and develop a high-performing team of Senior Client Managers
Expertise in driving revenue growth, expansion opportunities, renewal cycles, and long-term financial health of client accounts
Ability to develop data-driven strategic plans for client retention, upsell, and value creation
Proficiency in financial forecasting and partnering with Finance and Sales teams
Skills in strategic account management, negotiation, data-driven consulting, and digital collection expertise for team development
Capability to manage multiple priorities, quickly shift focus for urgent client needs or escalations, while maintaining long-term goals
Experience designing frameworks for client health monitoring, issue tracking, and performance reporting
Ability to interact frequently with senior leaders across the organization
Competence in performance management, including setting expectations, one-on-ones, reviews, compensation, and career pathing

Responsibilities

Own revenue growth within the client portfolio by driving expansion opportunities, managing renewal cycles, and ensuring long-term financial health
Ensure each account has a clear, data-driven plan for retention, upsell, and long-term value creation, executed through the Senior Client Manager team
Drive strategy for increasing product adoption and identifying new service opportunities within existing client relationships
Partner with Finance and Sales teams to provide accurate retention and expansion forecasts
Provide strong leadership, mentorship, and coaching to the client management team, fostering ownership, accountability, and continuous improvement
Define and execute development plans for the team, focusing on strategic account management, negotiation, data-driven consulting, and digital collection expertise
Set clear performance expectations, conduct regular one-on-ones, performance reviews, and manage compensation and career pathing for direct reports
Drive team initiatives to improve client-facing materials and performance insights
Serve as primary internal escalation point for high-severity client issues, major process breakdowns, and consumer-impacting incidents
Design and own a comprehensive Client Health and Issue Tracking Framework to log, categorize, and prioritize client-related risks, issues, and feedback
Monitor and report on client scorecard performance, including financial and operational KPIs, highlighting successes, deficiencies, or risks
Develop and deliver timely, data-driven reports and dashboards to the Executive Team and stakeholders on client portfolio health, escalations, and status

Skills

Key technologies and capabilities for this role

Revenue GrowthClient ManagementStrategic PlanningFinancial ForecastingTeam LeadershipAccount ManagementUpsellRenewal ManagementProduct AdoptionCross-functional CollaborationClient Health MonitoringIssue Tracking

Questions & Answers

Common questions about this position

What are the main responsibilities of the Director of Client Management?

The role involves leading a team of Senior Client Managers, driving revenue expansion across the client portfolio, setting growth strategies, managing client health and reporting, and partnering cross-functionally for retention and value creation.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team leadership is expected in this role?

The Director must provide hands-on leadership, mentorship, and coaching to the Senior Client Managers, foster a culture of ownership and accountability, manage performance reviews, compensation, and career development.

What experience makes a strong candidate for this position?

Strong candidates will have expertise in strategic account management, revenue growth strategies, team leadership, financial forecasting, and skills in negotiation, data-driven consulting, and digital collection.

TrueML

Fintech solutions for debt collection and management

About TrueML

TrueML operates in the financial technology sector, focusing on enhancing the financial services experience for consumers. Its main product, TrueAccord, is a digital platform that streamlines debt collection and recovery, using intelligent technology to improve outcomes for businesses while ensuring a positive experience for consumers. TrueML also offers True Life Solutions, which includes consumer-facing tools like Engage, a communication platform that connects consumers with debt collectors and creditors, helping them manage and pay down debts. Unlike many competitors, TrueML emphasizes inclusivity and customer-friendliness in its approach to financial services. The company's goal is to make financial services accessible to everyone, regardless of their financial situation, and to transform the often challenging experience of managing debts into a more manageable and respectful process.

16011 College Blvd Suite 130, Lenexa, KS 66219, USAHeadquarters

2013Year Founded

$199.9MTotal Funding

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Family Planning Benefits

Mental Health Support

Wellness Program

Risks

Emerging fintech startups may erode TrueML's market share with similar solutions.

Consumer privacy regulations like GDPR could impact TrueML's operations significantly.

Economic downturns may challenge TrueML's ability to recover debts effectively.

Differentiation

TrueML uses machine learning to personalize debt collection outreach across digital channels.

TrueAccord platform optimizes debt recovery while enhancing customer experience and brand loyalty.

True Life Solutions offers tools like Engage to help individuals manage and pay down debts.

Upsides

Retain product recovered $375 million in past-due balances since January 2023.

Thomas Overton's appointment as CTO enhances focus on machine learning capabilities.

Retain reduces operational costs by automating delinquency communications, increasing efficiency.

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