Director of Client Success

Description

What makes an AFF Director of Client Success: 

The Director of Client Success is responsible for leading and managing the strategic direction, operational efficiency, and overall performance of assigned relationships. This role requires a visionary leader with a strong track record of success in building and growing client relationships.

What we offer: 

• Paid Time Off, 401K Matching, Medical, Dental, and Vision Benefits!
• A high-growth organization with advancement opportunities!
• Diverse, Collaborative, & Fun Work Environment! 

Essential Job Duties: 

• Achieve and exceed monthly and quarterly assigned targets and projections.
• Serve as the primary point of contact for existing partners, fostering strong relationships, and ensuring mutual success.
• Deliver an exceptional partner experience by understanding partner needs, working across the solutions stack, and acting as an internal advocate for the client.
• Develop and implement strategies to maximize the value of partnerships, including joint tech roadmaps and co-marketing opportunities where feasible.
• Oversee the relationship with key strategic partners, managing day-to-day interactions, and seeking ways to deepen these relationships to maximize partner yield.
• Manage partner relationships across the full lifecycle, from onboarding to ongoing success, ensuring revenue growth and strategic partnership outcomes.
• Lead key internal and external meetings, communications, escalations, and negotiations, coordinating with subject matter experts as needed.
• Monitor partnership performance, track key metrics, and identify areas for improvement or expansion.
• Analyze performance data and present findings to clients, highlighting opportunities or introducing incremental programs.
• Collaborate closely with internal teams, including product, engineering, marketing, and legal, to align partnership activities with broader business objectives.
• Facilitate communication and collaboration between internal stakeholders and external partners to ensure seamless execution of partnership strategies.
• Experience in hiring, managing, and retaining a highly functional partner management team.
• Determine and execute appropriate level of merchant engagement, including weekly, monthly, and quarterly business reviews.
• Ability to track and adhere to departmental budget spending guidelines.

Minimum Requirements & Qualifications:

• Associate/bachelor’s degree in a relevant field or equivalent experience.
• Minimum of 3 years supporting a large business relationship in a Client Success or Account Executive role.
• Local and National travel required. 
• High empathy and customer-centric approach. 
• Excellent communication and relationship-building skills. 
• Proficient in Microsoft Word, Excel, and PowerPoint. 
• Proven leadership and managerial skills. 
• Strong strategic thinking and problem-solving abilities. 
• Financial acumen and budget management experience. 
• Ability to drive change and foster innovation. 

Note:  The information contained in this description is not intended to be an all-inclusive list of the duties and responsibilities of this job or the skills and abilities required to do the job. Management has the discretion to assign/reassign duties and responsibilities to this job at any time. Duties and responsibilities may be subject to change at any time due to reasonable accommodation or other reasons. 
 
Should you be offered and accept a position with us, the company requires all employees to agree to a binding arbitration agreement to resolve disputes.
 Submission of your application confirms your “opt-in” desire to receive additional phone, text and email communications from the FirstCash Talent Acquisition Team. These communications include information about the specific job being applied for and other potential opportunities available within the FirstCash job opportunity network. Message and data rates may apply. You can unsubscribe to text messages by replying STOP within the message at any time. You can unsubscribe from email communications by clicking unsubscribe, within the email, at any time. Visit https://firstcash.com/privacy-policy for additional questions or information. FirstCash Holdings, Inc. is an Equal Opportunity Employer

Our values are what drive us.

Servant Heart

There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success.

Dare To Be Different

We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more.

Embrace Change

That’s not fear, that’s excitement. We see change as core to our survival, and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more.

Get Stuff Done

We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do.

No Drama

We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.

Walk The Talk

We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing.