Quavo Fraud & Disputes

• Define product strategy, roadmap, and priorities for data platform and API-driven capabilities • Own the definition and lifecycle of data products and APIs, including versioning, scalability, and long-term maintainability • Define target consumers (internal teams, developers, partners), integration use cases, and business impact • Define API contracts, data schemas, and integration patterns to ensure consistency, usability, and extensibility • Treat developers and integration partners as primary customers, improving developer experience, documentation, and ease of integration • Partner closely with engineering and data teams to deliver data pipelines and APIs • Define and manage SLAs, performance expectations, and reliability standards for data and API products • Communicate product vision, strategy, and roadmap to internal teams and external stakeholders • Engage with internal and external consumers to gather feedback, validate integration use cases, and continuously improve platform usability • Define and monitor key metrics such as API adoption, usage, latency, reliability, and integration success rates

• Partner with Product Managers to translate product strategy, roadmap, and priorities into detailed, actionable work • Own and manage the product backlog for data platform and API capabilities, including grooming, prioritization, and refinement • Write clear, detailed user stories and independently author acceptance criteria that enable engineering and QA to execute without ambiguity • Define and document API behaviors, data structures, and integration requirements in collaboration with engineering and data teams • Ensure clarity and completeness of requirements for data pipelines, APIs, and integrations, including edge cases and failure scenarios • Partner closely with engineering to answer questions, resolve ambiguity, and unblock execution throughout the development lifecycle • Actively participate in Scrum ceremonies, including sprint planning, standups, reviews, and retrospectives, maintaining a high-velocity delivery cadence • Manage, maintain, and protect scope of product work to ensure timely and effective delivery • Regularly communicate status, risks, and blockers to Product Managers and stakeholders • Pair with Product and Delivery leadership to anticipate tradeoffs, sequencing decisions, and scope adjustments • Develop deep subject matter expertise in assigned data and API domains, serving as a go-to resource for internal teams • Support validation of delivered functionality, ensuring it meets defined acceptance criteria and quality expectations • Incorporate regulatory, data governance, and security requirements into product definitions and execution • Leverage AI tools to accelerate documentation, analysis, and workflow efficiency

• Partner with other Product Managers to ideate, write and groom user stories for feature-driven projects and product work. • Regularly communicate with the Product Lead potential blockers and product work status. • Pair with Product Delivery Manager to anticipate necessary changes and tradeoffs to scope of work. • Partner with Engineering to ensure clarity in requirements for software tickets. • Manage, maintain and protect scope of product work to ensure timely, effective delivery of new and iterative functionality. • Independently author Acceptance Criteria (AC) for user stories and software tickets, providing clear, self-sufficient documentation that enables developers and testers to implement and validate changes to our core product without requiring additional guidance. • Develop deep subject matter expertise (SME) in assigned product areas, serving as the go-to resource for answering internal and external questions, providing internal training, and supporting team members on those product domains. • Operate as an active, engaged member of a Scrum team—participating in sprint ceremonies including planning, daily standups, reviews, and retrospectives—while maintaining a high-velocity output in a demanding, fast-paced environment. • Apply expertise in Regulation E and Regulation Z to ensure product features and requirements remain compliant with applicable consumer financial protection laws and card network rules.

• Define product strategy, roadmap, and priorities • Define the problems to solve, target users, key use cases, and intended business impact • Establish feature briefs, success criteria, and outcome measures • Guide prioritization and tradeoff decisions from a client and business perspective • Partner closely with engineering and data science teams to define and deliver data and AI-driven capabilities • Collaborate with Product Owner and engineering partners to refine requirements and support execution, stepping in as needed to unblock progress and ensure delivery stays on track • Communicate product vision, strategy, and progress to internal teams and external stakeholders, including sales, account management, and clients • Partner with Product Marketing to support go-to-market efforts, while incorporating customer feedback through direct engagement (e.g., betas, discovery, validation) • Leverage AI tools to accelerate research, analysis, and product development workflows • Monitor adoption, feedback, and performance to ensure solutions are delivering value • Incorporate regulatory considerations into product decisions

• Define and execute the Internal IT roadmap, aligning technology initiatives with business growth, operational priorities, and workforce needs. • Own end-user computing services including laptops/desktops, mobile devices, peripherals, collaboration platforms, and SaaS productivity tools. • Manage identity and access workflows that support efficient employee access to systems and applications, in coordination with Information Security. • Drive standardization, automation, and simplification of Internal IT operational processes.

About the role: As an Account Manager at Quavo, you will own a portfolio of mid-market to large clients, managing the full client lifecycle through renewal and expansion. You will proactively identify and close growth opportunities within your book of business while also ensuring clients are healthy, engaged, and realizing measurable value from the Quavo platform. You will serve as the primary point of contact for your clients, building trusted relationships with key stakeholders and will collaborate cross-functionally with the Sales, Support, Product, and Onboarding teams to drive outstanding outcomes. This is a remote, full-time position offering a competitive base salary plus bonus and commission tied to retention and expansion targets. Responsibilities include: - Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle. - Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations. - Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value. - Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close. - Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate. - Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform. - Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion. - Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis. - Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization. - Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients. - Maintain accurate client records, opportunity tracking, and health documentation in CRM tools. - Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention. - Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through. - Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes. Required Qualifications: - 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment. - Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes. - Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations. - Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close. - Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders - Organized and self-directed; able to manage multiple clients and competing priorities without close supervision. Preferred Qualifications: - Background in SaaS - Prior experience in a CSM/AM role that carried a formal quota or revenue target. - Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero - Experience with SFDC and related tools and comfort working with usage data to build account narratives. - Experience with MEDDPICC, or similar enterprise qualification frameworks.

• Own the executive and stakeholder relationships across a portfolio of 10-15 multimillion ACV named accounts, building trusted advisor status with VP, C-suite, and economic buyer contacts through consistent, high-quality engagement. • Shift client conversations from reactive and transactional to forward-looking — leading strategic business reviews, roadmap discussions, and value realization planning on a regular cadence. • Develop and execute success plans that map client goals to our product and service capabilities, identifying white space for expansion, up-sell, and multi-year contract structures. • Drive net revenue retention (NRR) across your portfolio through proactive renewal management and expansion discovery well ahead of contract dates. • Monitor adoption, usage trends, and health signals to anticipate issues and opportunities before they surface in client feedback. • Collaborate with Sales, Product, and Finance on renewal strategy, pricing negotiations, and expansion proposals to deliver on client commitments and close complex, multi-stakeholder deals. • Partner with Solutions Engineering and Technical Support to drive complex onboarding, integrations, and adoption programs. • Represent the voice of your clients internally — surfacing strategic product gaps, escalating risks, and influencing roadmap priorities. • Maintain rigorous pipeline hygiene and forecast accuracy in CRM, and contribute to playbook development, sharing strategies and best practices across the CX team

Responsibilities include: Revenue & Pipeline Generation - Achieve quarterly and annual quotas for partner-sourced and partner-influenced CARR. - Own and manage a pipeline of partnership opportunities across Quavo's four strategic partnership categories: Issuer Processor Managed Services (OEM/White-Label) and Distribution Platforms (Embedded/Rev Share) - Accurately forecast joint revenue with partners and maintain pipeline visibility through CRM. Partner Development & Management - Source, recruit, and activate new strategic partners — with primary focus on Tier 1 and Tier 2 issuer processors (Fiserv, FIS, Jack Henry, Velera, Galileo, Marqeta, i2c, TSYS/Global Payments) and digital banking platforms (Q2 Holdings, Alkami, Glia, Backbase, Narmi, Finastra). - Manage the complete partner lifecycle: initial outreach, value assessment, pilot/POC scoping, contract negotiation, and ongoing performance management. - Cultivate and maintain executive-level relationships (SVP+) at partner organizations, ensuring alignment on priorities and accountability to commitments. - Develop and maintain a portfolio of 10–15 active partner relationships at various stages of engagement. Go-to-Market Execution - Develop and execute joint go-to-market campaigns, co-marketing initiatives, and co-sell motions with partners to expand market reach. - Build joint solution narratives tailored to each partner category (e.g., "detect + resolve" for fraud partners, "comply + execute" for compliance partners). - Coordinate co-branded collateral, joint webinars, conference presence, and partner portal listings with Quavo's Marketing team. - Support partner enablement by training partners to position, market, and sell Quavo's solutions effectively. Cross-Functional Collaboration - Work closely with Product, Engineering, Sales, Marketing, Implementations, Legal, and Customer Success teams to align on partnership strategies, integration requirements, and joint initiative execution. - Provide market intelligence on industry trends, competitive landscape, and partner ecosystem developments to inform Quavo's partnership strategy. - Support Legal in structuring OEM, white-label, reseller, referral, and data licensing agreements. Strategic Input & Reporting - Provide input to strategic decisions affecting the partnership function, including partner prioritization, pricing models, and revenue-share structures. - Maintain accurate partner records and pipeline data in CRM (Salesforce), supporting data-driven decision-making. - Deliver quarterly partner performance reviews and contribute to board-level partnership updates. Required Qualifications: - 5+ years of experience commercializing SaaS partnership agreements and contracts in financial services, payments, and/or the fraud/disputes sector. - Demonstrated experience working with or selling to issuer processors (Fiserv, FIS, Jack Henry, Velera, TSYS/Global Payments) or payment networks (Visa, Mastercard). - Partnership work experience at companies servicing fraud, disputes, identity, chargeback, payments, or BaaS industries with financial institutions as end customers. - Proven track record of initiating and closing OEM, white-label, embedded, or reseller partnership agreements — not just referral relationships. - Experience generating pipeline and revenue through strategic partnerships, with demonstrated ability to meet or exceed quota targets. - Strong negotiation, relationship-building, and closing skills in a partnership context, with comfort navigating large, complex organizations with 12–18 month sales cycles. - Excellent communication skills with the ability to articulate value propositions and influence stakeholders at SVP+ levels. - Experience with CRM platforms (Salesforce preferred) for pipeline management and forecasting. - Willingness to travel for partner meetings and industry events (33%+ annually). Preferred Qualifications: - Experience in a high-growth or PE/VC-backed technology company environment. - Existing relationships within the issuer processor managed services ecosystem (Fiserv Output Solutions, FIS Disputes, Jack Henry Symitar/Episys, Velera/PSCU). - Familiarity with digital banking platforms (Q2 Holdings, Alkami, Narmi, Backbase, Finastra) and their FI distribution models. - Experience with data licensing or data monetization partnerships in the financial services sector. - Understanding of Regulation E, Regulation Z, and chargeback lifecycle processes. - Background in fraud detection, identity verification, or risk analytics technology (NICE Actimize, Verafin, Early Warning/Zelle, FICO, Feedzai, Socure). - Experience structuring revenue-share, OEM licensing, and per-transaction pricing models. - Bachelor's degree or equivalent combination of education and experience.

• Lead all dispute software implementation projects for new and existing clients • Manage stakeholder expectations and ensure their satisfaction • Coordinate resources and deliverables in a matrixed organization • Prepare and maintain detailed project plans and status reports • Plan and facilitate consultative working sessions with clients

• Assist with planning and coordinating logistics for multiple marketing events • Support project tracking by attending weekly calls with our design agency • Manage and submit requests through ClickUp • Schedule planning meetings with internal subject matter experts (SMEs) • Schedule social media posts using Sprout Social (approximately 5 per week) • Monitor LinkedIn for comments and messages and flag items for team response • Track and report monthly LinkedIn employee engagement for internal leaderboard • Create and schedule new hire announcement graphics using provided templates • Build and distribute Weekly Digest emails using Account Engagement (Pardot) with provided content • Monitor and manage the marketing inbox, routing inquiries as needed • Update weekly Marketing Scorecard metrics using Salesforce and other reporting tools • Track and compile engagement and performance data for reporting • Take detailed meeting notes for all marketing and bi-weekly sales/marketing meetings • Proofread blog submissions from SMEs prior to final approval • Support general administrative tasks to keep marketing initiatives on track