• Drive client engagement and portfolio performance analysis • Lead client service strategies • Collaborate with Operations and Capital Markets teams • Develop performance dashboards and KPIs • Define business development objectives

• Leads strategy, operations, and continuous improvement for low-touch and digital-touch client segments • Oversees and optimizes digital engagement journeys, self-service enablement programs, and client success operations • Collaborates with Senior Management, Client Success leadership, Product, Support, and Operations to drive a consistent, proactive, and value-oriented client experience • Develops customer management strategies that operationalize quarterly business reviews and benchmarking of business results • Drives Customer Success and influences future lifetime value through product adoption and customer satisfaction • Initiates new business growth through advocacy and reference-ability • Defines, maps, and optimizes the customer journey through the full customer lifecycle • Creates and standardizes interventions for each point in the journey; identifies opportunities for continuous improvement • Develops trusted advisor relationships with key customer stakeholders • Designs and executes standard processes to support customer loyalty and operational success • Mentors, trains, and develops a team of Enterprise Account Management professionals

• Manages and nurtures relationships with qualified defined contribution retirement plans • Serves as the primary point of contact for assigned relationships • Provides client support and customer service for daily client inquiries • Collaborates with primary plan contacts, partners, and advisors to respond to requests for specialized reports

• Coordinates the implementation and day-to-day execution of Harland Clarke Contact Center Services programs • Serves as the primary point of contact for their clients on a daily basis • Schedules and leads meetings and conference calls with the client and team members • Facilitates meetings with client and internal resources • Understands and supports the client program and project needs • Ensures client satisfaction through oversight of service delivery and SLA attainment • Maintains documentation related to the client campaign • Supports Marketing Services financial goals for monthly revenue and EBITDA targets