Customer Delivery Manager

About Finix Finix is building the global operating system for fintech, starting with payments. From startups to publicly traded companies, Finix processes tens of billions of dollars annually both in-store and online. Finix was founded in 2015 and is headquartered in San Francisco.

To date Finix has raised over $200M, including a $75M Series C led by Acrew Capital and Lightspeed Venture Partners and backed by American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Visa, and others

About the Role: Finix is seeking a relationship-focused and detail-oriented Customer Delivery Manager to manage Finix’s strategic customer base. The Customer Delivery Manager strives to increase Finix’s long-term value by aligning strategic and key initiatives with those of our Customers and Partners.

As a Customer Delivery Manager, you will be responsible for managing the end-to-end delivery of our payment acceptance and payouts solutions to platform clients, ensuring a seamless and successful implementation process. In this role, you will collaborate closely with cross-functional teams, including sales, product development, support, and risk/underwriting, to meet client requirements and exceed their expectations.

Produce and report performance metrics to internal and external stakeholders

Hold quarterly business reviews with clients

Participate in internal evaluations of new products or services being considered for the roadmap

Establish and cultivate strong relationships with senior executives across different business units within our customers’ organizations

Collaborate cross-functionally with teams internally to define priorities, plan joint roadmaps, and help solve critical issues across the organization

Represent and advocate for our customers during internal conversations

Operate in a fast-paced environment, juggling priorities of multiple internal and external constituencies

Work on a variety of initiatives with customers including, but not limited to, product partnerships, distribution, and commercial partnerships

Leverage our tooling to ensure all customer data is updated, visible to the organization, and actionable

Use customer performance metrics to convey the value of our product and the contribution of Finix’s capabilities to customer goals

Uncover opportunities to help our customers unlock revenue growth and impact to their businesses

Consultative in nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.

Comfortable traveling to visit customers onsite attend industry trade shows, and host customers in our SF office

Excited to pursue revenue retention and customer health targets that will make our company successful

Self-motivated — Able to be proactive and flourish with minimal guidance within uncertain and ambiguous environments

A strong verbal and written communicator

3+ years of experience in Relationship Management, or similar roles at a top technology payments company

Experience working closely with Tier 1 SaaS and technology companies, financial institutions, and/or card networks at senior levels

Immense pride in your work, and approach even little tasks with craftsmanship and care. You sweat the details

You have excellent, thoughtful written and verbal communication skills. Effective communication is one of your superpowers

Experience with contract renewals and negotiation

Ability to identify product gaps and realize opportunities to solve with new or existing products (cross-sell/Upsell)

Strong product instincts and ability to identify opportunities for customers to utilize existing and in-development products

Prior knowledge/experience in the payment industry

Ability to partner with Finix product organization to build world-class features for existing customers

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