Implementation and Account Director (US)

About the role

We’re looking for an engaging, enthusiastic, dynamic, and extremely customer focused team player to join our exciting, growing RegTech team. Working with the most prestigious and well-known organisations in the region, you will be responsible for initial implementations of the TAINA platform and managing a programme of complex implementation projects Reliability, predictability, and speed to react are key characteristics of our organisation and you will be expected to uphold and drive these characteristics with every customer interaction and with the broader team.

Once our customers are successfully implemented, the role seamlessly transitions to managing the account going forward by owning the strategic business relationships on behalf of TAINA. You will need to be able to communicate at all levels of the customer organisation to build and drive the business relationship forward whilst looking out for any other regional growth opportunities. You will also implement best practices for implementation, program, and project management to ensure our Customer Success team continues to deliver best in class service as we grow and scale.


Responsobilities include:

Implementation:

  • Be the TAINA senior representative for the implementation for specific accounts.
  • Diligently plan, log, track and react in a timely manner to all actions and tasks associated with the implementation.
  • Own and help to resolve any customer issues/queries.
  •  Foster and build key senior client stakeholder relationships.
  • Immediately escalate issues to the correct team as per the processes and procedures.

 

Account Management:

  • Own the business relationship and drive retention and growth within each account.

  • Schedule, chair, record and manage post meeting actions - Operational and Strategy reviews.

  • Be the 'in region' escalation point.
  • Manage contract requirements – SLA’s, renewals, usage, etc.
  • Identify and nurture leads in the region using the client network, events, etc.
  • Effective communications - Listen, empathise, understand customer needs, and build trust.
  • Conduct quarterly customer business reviews – Preferably face to face (some travel required)
  • Connect with and follow our customers on social media. Making human connections, celebrating their successes, and supporting them through tougher times.

 

Strategy & Transformation:

  • Conduct strategic analysis to identify what works well and what doesn’t.

  • Document and implement best practices including process enhancements.

  • Streamline communication channels across Customer Success, Sales and Technology.

  • Create comprehensive customer success strategies that align with the company's goals.

 

Requirements:

  • Highly organised, keen attention to detail and laser focused on delighting customers.

  • Great listening skills & outstanding communication skills across all mediums.

  • 'Always on' with a strong ability to work individually or as part of a team to deliver success.

  • Proven problem-solving skills, think analytically and be curious to find out more.

  • The desire to learn and be recognised as a motivated self-starter.

  • Relevant experience in dealing with senior client stakeholders.

  • Significant Programme and Project Management experience - certification would be ideal.

  • Proven track record of implementations for large, sophisticated financial institutions.

  • The ability to focus and prioritise especially when under pressure.

  • Fluency in English

  • Any previous work experience in Financial Service and/or Tax Operations would be a plus.

 

About you

  • You are self-motivated and genuinely care about the success of our product
  • You love working collaboratively and as part of a close-knit team
  • You are a confident communicator, able to present complex data to a variety of audiences
  • You care about adopting best practices and know how to deliver results efficiently
  • Your attention to detail is next level and you are meticulous about quality
  • You love learning and every day is a school day!

 

About us

We are a company made of people who like to come into work and solve problems together. Our company is built around our core team values of:

  • Teamwork and communication
  • Respect and trust
  • Flexibility
  • Challenge and achievement
  • Innovation and dependability

We pride ourselves on our collaborative approach to problem solving and being supportive of each other. As a small company we allow our employees the freedom to operate independently and to determine their own career trajectory. Our hope is that the new Implementation and Account Director will become an active member of our family.

 

Why work for TAINA?

Structured career / training paths with Pluralsight subscription for training

 · Empowerment to deliver results and make decisions

 · Dedicated time during work hours for personal development

  •  A culture where constant learning is encouraged
  •  Strong focus on using best practices and ability to use up to date technology
  •  Competitive salary
  •  Close knit company, where everyone has scope to make a big difference
  •  Share options in TAINA
  •  Innovation time to research how new technology can help
  •  Salary Sacrifice Pension Scheme
  •  Chance to win 'TAINA Hero of the month
  •  Salary Sacrifice Health Insurance

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