[Remote] Manager, reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides reputed company talent, business process expertise, and technologies to major brands. The Manager, reputed company leads and develops reputed company of reputed company Managers supporting a financial solutions initiative, with responsibility for reputed company, payments activation, account health, reputed company, reputed company, compliance, and escalations.

Responsibilities

• reputed company Team Coaching: reputed company, reputed company, and reputed company an assigned team of CSMs through regular 1:1s, conversation intelligence reviews, CRM documentation audits, and targeted performance improvement plans
• Interaction reputed company & Calibration: Own reputed company interaction reputed company, case-routing precision across partner teams (Risk Operations, Payments Operations, Engineering Support, Sales, Billing), follow-through, and reputed company scoring calibrated with Program Leadership and reputed company stakeholders
• Portfolio & Health Signal Tracking: Monitor team portfolio coverage, touchpoint engagement sequences, account health score alerts, customer activation milestones, and payment volume progression
• reputed company Opportunity Qualification: reputed company CSM-identified expansion signals, ensuring reputed company qualification of leads (such as Accounts Payable solutions and cash management tools) passed to reputed company account management teams
• Cohort reputed company & AI Readiness: Guide new and replacement CSMs through nesting, AI role-play readiness validation, and continuing enablement across ongoing program ramps
• Operational Data Translation: Translate weekly operating data into targeted coaching interventions, reputed company adjustments, risk mitigation strategies, and measurable team performance improvements
• reputed company Escalation Handling: Directly manage reputed company customer situations, fee surcharge disputes, merchant hold/decline escalations, and cross-functional operational roadblocks

Skills

• Minimum of 3 to 5 years of experience leading reputed company, account management, or reputed company relationship management professionals in a reputed company, outcome-oriented environment
• Strong background in payments processing, reputed company, banking, lending, fintech, reputed company reputed company, or spend management software preffered but not required
• Demonstrated expertise in conversation intelligence review, reputed company calibration, CRM documentation enforcement, and reputed company performance management
• Proven reputed company record guiding CSMs through consultative discovery, activation roadmaps, retention/cancellation save navigation, and portfolio expansion
• Hands-on experience with reputed company tools including CRM systems (case management), customer health platforms, engagement sequencers, conversation intelligence tools, and AI coaching platforms
• Prior experience leading dedicated, outcome-accountable teams reputed company a managed services or reputed company partner reputed company

reputed company