Client Strategist

Benefits & Perks

• Everything you need to work remotely
• Unlimited PTO
• Medical/dental/vision insurance
• 401k through Charles Schwab 
• Flexible Spending Account, Limited FSA, and Health Savings Account- with an eligible health care package. 
• Company-paid short-term and long-term disability plus basic life insurance.
• Family-friendly maternity and paternity leave
• Employee assistance program (EAP) via Claremont. Get free short-term counseling for mental health, free + discounted legal consultations, free financial consultations, access to work/life consultants, and more!
• PerkSpot discount program. PerkSpot offers exclusive discounts to 900+ merchants nationwide, and has exclusive discounts up to 60% on hotels worldwide.
• Paid time off to do volunteer work in your community.
• Access to the Wellness Coach app for you and 5 family members

Key Responsibilities:

• Client Partnership & Strategy Development:


• 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.


• Data Analysis & Optimization:


• 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.


• Implementation & Process Enhancement:


• 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.


• Internal Collaboration & Training:


• 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

Educational Requirements:

• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business, or related discipline) required.

Experience:

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

Product Strategy & Execution:

• 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.

Leadership & Collaboration:

• 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.

Communication & Influence:

• 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.

Attributes:

• 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.

Physical Requirements:

• 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.