Dwolla is one of the fastest growing technology companies in Des Moines and has been recognized nationally by Fast Company as ‘one of the world’s most innovative companies.’ Joining the team at Dwolla means you will be entering a unique, open, and fast-paced working environment, located right in downtown Des Moines. You will join our team in building the ideal platform to move money, giving businesses the tools they need to access the ACH network and improve their payments process.
The Team Manager of Client Integrations is responsible for the successful on-boarding of Dwolla’s Scale and Enterprise Clients. This team is responsible for creating a positive first impression of Dwolla Customer Success. The Team Manager will work closely with cross-functional teams such as Product, Engineering, Sales and Legal to improve and innovate our service delivery and customer experience. Daily responsibility for maintaining high levels of customer satisfaction by answering, triaging and resolving customer questions related to the Dwolla integration process while adhering to terms of service and regulatory requirements.
Manage on-site Integration Team: Responsible for hiring, scheduling, formal training, informal coaching, and performance management
Handle escalated support requests: Hands-on involvement in customer issue resolution
Foster strong cross-department communication and relationships. Represent the voice of the customer in weekly product planning and critically contribute to the rollout of product and process changes.
Collaborate with marketing and sales teams as it relates to customer experience on communications and business development for current and potential customers.
Identify areas for improvement to the integration process, design solutions and execute
Set team OKRs, manage success metrics
Create and distribute bi-weekly performance data
DESIRED SKILLS AND EXPERIENCE:
5-8 years’ experience in a customer-facing role
Minimum of 3 years’ experience managing customer-facing teams
Experience with enterprise software, SaaS and CRM tools
Positive attitude and high degree of empathy
Comfortable with a fast-paced, ever changing environment – self-starting, ambitious, and flexible
Self-directed and resourceful – able to execute change with minimal supervision
Solid analytical skills – comfort with tools/processes needed for data-driven decision-making
Technical skills – High comfort level and exposure to smartphone apps
Excellent listening and presentation skills
Strong communications skills (both verbal and written)
Bachelor’s degree in a related field
Paid Time Off
Paid parking or public transportation stipend
12 weeks paid Parental Leave
Medical, dental & vision insurance
Flexible Spending Account
Lunch & Learns
Casual dress- Dwolla swag is a good thing!
At Dwolla, we hold the core belief that the best teams are built by the inclusion of diverse ideas, experiences, and people. Join our team and bring your unique perspective to help build the ideal platform to move money.
To apply for this job please visit www.dwolla.com.