Director, Account Management

At FNBO, our employees are the heart of our story—and we’re committed to their success. This role plays a critical role in overseeing and optimizing the performance of the account management team, contributing to the overall growth and profitability of the organization.

About the role

The Director, Account Management leads, mentors, and motivates account managers to achieve targets while ensuring high levels of client satisfaction and retention. This position develops strategies, implements best practices, and fosters a culture of excellence within the team. The role requires a strong understanding of bank operations and treasury solutions, client needs, and internal relationships, along with resourcefulness and project management skills.

The Director reports directly to the Head of Customer Engagement, Portfolio Management & Commercial Card and collaborates closely with leadership and cross-functional partners.

Responsibilities

• Team Leadership and Development
  • Provide strong leadership to the account management team, setting clear goals, expectations, and performance standards.
  • Mentor and coach account managers to enhance their skills and achieve their full potential.
  • Conduct regular performance reviews and provide constructive feedback.
  • Recruit, interview, and hire new talent as needed in partnership with leadership.
• Strategic Planning and Execution
  • Develop and implement strategic plans to achieve client retention, satisfaction, and revenue growth.
  • Analyze market trends, client feedback, and performance metrics to identify improvement opportunities.
  • Stay current with trends in the commercial payments industry (e.g., digital payments, security solutions, regulatory changes) and incorporate insights into product strategy.
  • Collaborate with cross-functional teams to align account management strategies with business goals.
  • Maintain knowledge of commercial payment products (Commercial Card, Merchant Services, Treasury Services, Global Payments) and communicate their value to customers.
• Client Relationship Management
  • Oversee key client accounts and ensure their needs are met effectively and efficiently.
  • Act as an escalation point for resolving complex client issues and addressing concerns.
  • Foster long-term client relationships through proactive communication and value-added service delivery.
  • Guide clients on fully utilizing commercial payment products and identify upsell/cross-sell opportunities.
• Sales and Revenue Growth
  • Manage team growth and cross-sell opportunities within existing accounts.
  • Monitor contract terms and pricing to maximize profitability while ensuring client satisfaction.
  • Achieve and exceed team retention, cross-sell, and growth targets.
  • Collaborate with Business Development teams to identify new opportunities and equip the team to win and retain clients.
• Customer Satisfaction and Retention
  • Monitor client satisfaction levels and address issues promptly.
  • Proactively identify areas for improvement and implement solutions to enhance the client experience.
  • Develop strategies to increase client retention and minimize churn.
• Cross-functional Collaboration
  • Collaborate with internal teams (leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, client servicing) to deliver integrated solutions.
  • Serve as the voice of the customer, advocating for client priorities and requirements.
  • Gather client and sales team insights to influence product development and ensure competitive offerings.
• Performance Monitoring and Reporting
  • Monitor team performance against KPIs and targets.
  • Analyze account metrics and trends to identify areas for improvement and develop action plans.
  • Prepare regular reports and presentations for senior management on account management performance and strategic initiatives.
• Process Improvement and Best Practices
  • Continuously evaluate and refine account management processes to increase efficiency, productivity, and customer satisfaction.
  • Implement best practices and standard operating procedures for consistency and quality.
  • Stay abreast of industry trends and emerging technologies to drive innovation and competitive advantage.
• Risk Management and Compliance
  • Identify and mitigate potential risks impacting client satisfaction or business outcomes.
  • Ensure compliance with company policies, procedures, and contractual obligations in all team interactions.
• Perform other duties as assigned by leadership.

Requirements

• Bachelor’s Degree preferred (Finance, Business, or related field).
• Minimum 7+ years of relevant experience in account management or a related field, with at least 5 years in a leadership role.
• Strong knowledge and experience with Commercial Payments products (Treasury, Card, Merchant, Global Banking).
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with the ability to develop and execute effective business plans.
• Proficiency in CRM software and other relevant tools.
• Results-oriented mindset with a focus on driving business growth and exceeding targets.

Skills

• Strong analytical skills and attention to detail.
• Project management experience.
• Ability to thrive in a fast-paced, dynamic work environment.
• Commitment to continuous learning and professional development.
• Willingness to travel for client meetings or team events.
• Desired: Commercial Card, Treasury, Global Banking, Merchant, and FinTech experience.
• Desired: Knowledge of applicable credit card Networks rules and regulations.
• Desired: Demonstrated ability to lead the implementation of products and services.
• Desired: Experience working with Salesforce.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Pay

Compensation range (base pay): $97,774.00–$166,216.00. Final compensation may vary based on work experience, education, and skill level.

Benefits

• Medical, Dental, and Vision Insurance.
• 401k with matching contributions.
• Time Off Programs.
• Health Savings Account (HSA) and Dependent Care.
• Employee Banking.
• Growth Opportunities and Tuition Assistance.
• Short-Term and Long-Term Disability Insurance.

For additional information regarding compensation and benefits, email TAGAdmin@fnni.com (include the job number in the subject line).