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Work-Life Benefits

• Unlimited PTO
• Medical benefit contributions in congruence with local laws and type of employment agreement

• Client Partnership & Strategy Development:
• Collaborate directly with clients to understand their specific business goals, strategies, operational processes, and technical requirements to determine how the Retain product may assist clients.
• Develop tailored platform solutions that align with client’s strategy objectives and industry best practices.
• Provide strategic guidance on optimizing performance by leveraging the Retain platform's full suite of features to maximize customer engagement.
• Serve as a subject matter expert on Retain's capabilities during client interactions, sales consultations, and implementation meetings.
• Data Analysis & Optimization:
• Analyze client performance data to identify trends, opportunities, and areas for improvement.
• Work with internal data teams to ensure accurate reporting and to leverage insights for strategic adjustments.
• Implementation & Process Enhancement:
• Partner with implementation teams to translate strategies into actionable plans, supporting the development of Business Requirements Documents (BRDs) and ensuring technical feasibility.
• Contribute to the content strategy and ensure quality assurance for client communications (e.g., EVNs, disclosures, SMS, voicemails), ensuring they are impactful and compliant.
• Participate in discussions around product functionality, offering insights on how features can be leveraged for better client outcomes.
• Internal Collaboration & Training:
• Collaborate closely with sales, client success, product, and engineering teams to ensure a cohesive client experience and continuous product improvement.
• Share industry knowledge and best practices across internal teams.
• Act as the voice of the customer in internal strategy discussions

A successful candidate will have:

• Educational Requirements:
• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business, or related discipline) required.
• Experience:
• 12+ years of experience in B2B SaaS or financial services, preferably within collections, or related regulated industries.
• Demonstrated success in leading cross-functional teams to scale enterprise-grade products with complex technical underpinnings.
• Proven experience working with clients and prospects translating requirements to deliver world class solutions
• Experience leveraging AI/ML technologies to drive user engagement, automation, or decision-making is highly desirable.
• Product Strategy & Execution:
• Exceptional ability to translate client needs and market dynamics into clear product features, and priorities.
• Track record of making data-informed decisions and defining metrics that measure impact, adoption, and customer success.
• Leadership & Collaboration:
• Ability to inspire, align, and drive cross-functional teams, including product, compliance, sales, and client success.
• Experience working within a highly regulated industry and balancing innovation with compliance requirements.
• Demonstrated ability to build trust and alignment with senior stakeholders and external partners.
• Communication & Influence:
• Excellent verbal and written communication skills, with the ability to present strategies, complex issues, and insights clearly to technical and non-technical audiences.
• Adept at influencing without authority and creating consensus in a matrixed environment.
• Attributes:
• Strategic thinker with a strong bias for action and a customer-first mindset.
• Comfortable navigating ambiguity and driving clarity in dynamic, fast-paced environments.
• High integrity, strong work ethic, and a passion for solving hard problems with smart solutions.
• Physical Requirements:
• Ability to remain in a stationary position, often standing or sitting for prolonged periods.
• Repetitive finger motion to press keys and enter text or data into a computer by means of a keyboard.