Senior Director Of Customer Operations Jobs (NOW HIRING)

Charlotte, North Carolina

You are an experienced Fintech SaaS professional. You are someone with high emotional intelligence (EQ), which allows you to effectively engage with stakeholders at all levels. You have a natural ability to inspire and lead cross-functional teams, driving them toward achieving strategic objectives. You are capable of mapping out both the software deployment and implementation as well as the client's use in its operations. You have a high attention to detail, planning expertise, and execution. You can present complex ideas, processes and methodologies in a clear and concise fashion to technical, non-technical and executive stakeholders. You have the ability to adapt, to be flexible, and to learn quickly in a dynamic environment and are excited to help define new processes as you grow. You empathize with your clients and embrace the role of client advocate within your own organization. You are innately curious and highly self-motivated.

Quantifind helps some of the world's biggest banks catch money laundering and other financial crimes. Quantifind also works with government agencies, using the same platform, to uncover criminal networks and safeguard government institutions. Unlike other players in this space, Quantifind delivers results as software-as-a-service (SaaS) with consumer-grade user experiences.

Quantifind is a data science technology company whose AI platform uncovers signals of risk across disparate and unstructured text sources. In financial crimes risk management, Quantifind's solution uniquely combines internal financial institution data with public domain data to assess risk in the context of Know Your Customer (KYC), Customer Due Diligence (CDD), Fraud Risk Management, and Anti-Money Laundering (AML) processes. Today these compliance processes are burdened by ever-increasing regulatory responsibilities and an expectation of frictionless transactions. Legacy technologies demand increasingly more human resources as the operations expand; Quantifind's solution offers a way to cut through the inefficiency and enhance effectiveness simultaneously.

• 8-10 years of experience in managing enterprise customer relationships within complex financial institutions, with a proven track record of driving client success
• You are a great communicator across stakeholders at all levels with a balance between business and technical acumen
• Deep understanding of software deployment architectures, data security, data privacy concepts, financial institution regulatory compliance and a solid grasp of Data Science and Machine Learning fundamentals
• Familiarity with agile software development processes and can adapt to dynamic environments and evolving client needs
• Excel at translating client needs into actionable strategies and operationalizing processes that enhance client engagement and success

• A natural leader who inspires cross-functional teams to achieve great things

Quantifind is seeking to fill a Senior Director role on our Customer Success team. In this role, you will become a key member of a growing and close-knit team with the responsibility to ensure Quantifind delivers high quality solutions enabling our clients to achieve their goals. You will work closely with the Customer Success, Product, Data Science and Engineering Teams to ensure Quantifind meets its customer commitments within project and contractual timelines.

As a Strategic Director of Customer Success at Quantifind, you will be at the forefront of driving client satisfaction and success within the realm of large, complex financial institutions. You will leverage your considerable expertise in managing enterprise customer relationships to ensure that our high-value clients derive maximum value from our advanced AI-driven solutions. Your role will involve not only maintaining but enhancing strategic relationships, ensuring seamless onboarding, and delivering exceptional support throughout the client lifecycle.

Lead Strategic Engagement: Serve as the primary point of contact for our key financial institution clients, guiding them through onboarding, adoption, and ongoing engagement to ensure they achieve their strategic goals. Drive Client Success: Oversee the strategic customer's success by ensuring that clients fully utilize our technology, driving renewals, expansions, and advocacy. Collaborate Across Functions: Work closely with senior leaders in Product, Engineering, Data Science, Marketing, and Sales teams to align client needs with Quantifind's capabilities and roadmap. Champion the Client: Act as the voice of the client within Quantifind, ensuring that their needs and feedback are communicated effectively to Product, Engineering, and other internal teams. Enhance Processes: Develop and refine processes for client engagement, management, and reporting to drive operational efficiency and effectiveness. Engage at All Levels: Interact with stakeholders from analysts and investigators to C-suite executives, tailoring your approach to each audience to maximize impact. Drive Product Feedback: Translate client feedback into actionable insights for the Product team, helping to shape the product roadmap and prioritize feature development. Travel: Expect occasional travel to client sites.

Quantifind operates an informal hybrid schedule around hubs in Palo Alto, California, Washington D.C., New York City, New York and Boston, Massachusetts with the balance of engineers in the Palo Alto area. Quantifind is currently using a hybrid mix of working from home and in the office, with regular in-person touchpoints and shared office space. Due to the location of our clients our preference is an East Coast based candidate, with Atlanta, Georgia and New York City, New York preferred.

A highlight of our benefits:

• Competitive salary
• Company Equity
• Exceptional benefits package
• Flexible Vacation & Paid Time Off
• Employer-matched 401(k) plan
• A fun environment where work-life balance is valued

The New York base salary range for this full-time position is $150,000 to $185,000. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

We are an equal opportunity employer; we have a fun place to work and a devotion to succeeding together.