Client Strategist

Summary

Join TrueML, a mission-driven financial software company, as a Client Strategist. This pivotal role involves working directly with clients, leveraging industry expertise to design, implement, and optimize strategies for superior account recovery outcomes. You will act as a trusted advisor, translating client needs into effective Retain implementations. The position requires collaboration with clients and internal teams, including sales, client success, product, and engineering. Data analysis and optimization are key responsibilities, along with contributing to client communications and product functionality. Success requires a strong background in B2B SaaS or financial services, along with exceptional communication and leadership skills.

Requirements

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business, or related discipline) required
• 12+ years of experience in B2B SaaS or financial services, preferably within collections, or related regulated industries
• Demonstrated success in leading cross-functional teams to scale enterprise-grade products with complex technical underpinnings
• Proven experience working with clients and prospects translating requirements to deliver world class solutions
• Exceptional ability to translate client needs and market dynamics into clear product features, and priorities
• Track record of making data-informed decisions and defining metrics that measure impact, adoption, and customer success
• Ability to inspire, align, and drive cross-functional teams, including product, compliance, sales, and client success
• Experience working within a highly regulated industry and balancing innovation with compliance requirements
• Demonstrated ability to build trust and alignment with senior stakeholders and external partners
• Excellent verbal and written communication skills, with the ability to present strategies, complex issues, and insights clearly to technical and non-technical audiences
• Adept at influencing without authority and creating consensus in a matrixed environment
• Strategic thinker with a strong bias for action and a customer-first mindset
• Comfortable navigating ambiguity and driving clarity in dynamic, fast-paced environments
• High integrity, strong work ethic, and a passion for solving hard problems with smart solutions
• Ability to remain in a stationary position, often standing or sitting for prolonged periods
• Repetitive finger motion to press keys and enter text or data into a computer by means of a keyboard

Responsibilities

• Collaborate directly with clients to understand their specific business goals, strategies, operational processes, and technical requirements to determine how the Retain product may assist clients
• Develop tailored platform solutions that align with client’s strategy objectives and industry best practices
• Provide strategic guidance on optimizing performance by leveraging the Retain platform's full suite of features to maximize customer engagement
• Serve as a subject matter expert on Retain's capabilities during client interactions, sales consultations, and implementation meetings
• Analyze client performance data to identify trends, opportunities, and areas for improvement
• Work with internal data teams to ensure accurate reporting and to leverage insights for strategic adjustments
• Partner with implementation teams to translate strategies into actionable plans, supporting the development of Business Requirements Documents (BRDs) and ensuring technical feasibility
• Contribute to the content strategy and ensure quality assurance for client communications (e.g., EVNs, disclosures, SMS, voicemails), ensuring they are impactful and compliant
• Participate in discussions around product functionality, offering insights on how features can be leveraged for better client outcomes
• Collaborate closely with sales, client success, product, and engineering teams to ensure a cohesive client experience and continuous product improvement
• Share industry knowledge and best practices across internal teams
• Act as the voice of the customer in internal strategy discussions

Preferred Qualifications

Experience leveraging AI/ML technologies to drive user engagement, automation, or decision-making is highly desirable

Benefits

• Unlimited PTO
• Medical benefit contributions in congruence with local laws and type of employment agreement