Associate Director, CSM Program Strategy

Role Details

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Customer Success Management Team:

The CSM team is one of the 5 pillars of the CS team at talech and is responsible for proactively engaging with our customers at scale to drive ongoing adoption and promote program expansion. To do that, the CSM team is structured in two pillars:

1) Customer Engagement: a team of customer success managers (CSM) overlooking a segment (book of business) charged with deploying data driven engagement programs that focus on performance to three KPI’s:

• Product Usage

• Feature Usage

• Retention

2) CSM Program Orchestration: the team that develops and administers the tools, the processes, and insights that enable the CSM team. Orchestration work happens across 4 areas:

• Customer Intelligence and Data Insights: tracking customer feature adoption, product usage and value capture. Develop the reports and generate the insights that enable the CSM’s to understand their book of business. To develop these requirements, you will work closely with the head of customer success, the senior CS management team, the business intelligence team, leaders from product, and partners within our parent companies (USB/Elavon).

• C ontent and Engagement Strategy : advance the methodology, development, and coordinate the delivery of customer programs across various channels ensuring consistent voice, tone, engagement and success metrics are achieved. Create a repository for ongoing program management.

• Tools and Capabilities: coordinate, administer and drive enablementof our tools (e.g.ChurnZero, Pendo) deployingtemplates for communications including playbooks, success reports, and others. Present and conduct due diligence on other tools that may enhance the customer or CSM experience.

• Strategic Initiatives: As-needed cross-functional business initiatives relating to the above areas. Develop methodologies to translate customer usage patterns into cost and value to the org, including customer cost analysis.

Primary Responsibilities:

• Become a Subject Matter Expert: Gain a deep understanding of our business and customer base.

• Reporting and Dashboards :

• Provide a comprehensive dashboard that focuses the talech team on performance against our goals

• Provide weekly, monthly and quarterly reports based on business performance

• Provide Customer and business insights with suggested actions to senior management and CSMs

• Partner with relevant teams to execute these insights

• Customer Success Enablement : Work with the VP of CSM to design and enable CSM-facing aspects of the system, then train and coach CSMs in best using the dashboards, including Playbook templates, design guidelines, UX, themes, etc.

• CS Management: Establish ongoing communication and delivery of key customer learnings to other areas of the CS team. Develop methodologies to best enable the CSMs and our management to trackand enhance our performance, including segment planning templates, reports, etc.

• CSM T ools: Develop the strategy for the tools we need, coordinate (with the right teams in the bank: product, procurement, bizops, etc.) their acquisition, deployment and ongoing use of both existing and new tools.

• Engagement and Technical Roadmap s : develop and maintain roadmaps across technical implementations and customer engagement programs, work with CS and cross functional teams (biz ops, marketing, etc) to ensure alignment and execute.

• Manage the team: ability to forecast and report on capacity, coach to performance and develop future leaders.

Basic Qualifications:

• Bachelor's degree, or equivalent work experience

• 10 or more years of operations-related experience

Preferred Qualifications:

• 10+ years of experience in Customer Experience or Customer Success operations

• Proven expertise with SaaS solutions and cloud technologies

• Strong BI experience and analytical skills

• A Player-Coach mentality with strong propensity for hands-on work

• Ability to adapt to a rapidly changing product and respond strategically to customer needs

• Strong interpersonal skills and track record of building collaborative relationships

• Experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields is a plus.

• Experience working with (and preferably deploying) technology tools used for Customer Success, including CRM, Customer Success Mgt platforms, In-App guidance, Survey Tools, Learning Mgt Systems, etc.

• Good manner, fun to work with, makes people want to work with you

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $119,595.00 - $140,700.00 - $154,770.00

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

U.S. Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.