General information

JobID: 8381

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Working Time: Full-Time

Locations: Remote, Remote

Travel Requirements: 25%

Description & Requirements

Jack Henry is seeking a Customer Relationship Manager to join our Jack Henry Banking Customer Relationship (CRM) Team.

In this role, the Customer Relationship Manager will be advising and managing Jack Henry's business relationships with all banking customers that use Jack Henry's core solutions (SL/2020/Core Director).  The CRM’s act as a single point of contact to resolve complex issues, working on a variety of diverse projects requiring excellent judgement to be able to select techniques and evaluate criteria for obtaining solutions.  This team works closely with multiple departments within the organization including sales, support, implementation, and development teams, to help facilitate effective communication with our customers and organizational support.

The ideal candidate will have an extensive banking background coupled with strong management experience to communicate effectively with executive leadership, customers and internal staff.  This is a high-level position requiring strong analytical, business acumen and verbal communication skills to succeed.  Prior Jack Henry core system or product knowledge would be ideal but not required. Travel is up to 25% to travel to customer sites to better strengthen and understand the banks culture. 

This is a 100% REMOTE position but can also be worked out of any of the JHA offices.

MINIMUM QUALIFICATIONS

  • Minimum of 10 years of banking operations experience or customer relationship experience in the banking or financial industry.  
  • Minimum of 4 years in bank management experience (mgmt. or supervisory experience).

PREFERRED QUALIFICATIONS

  • Bachelor’s degree.

ESSENTIAL FUNCTIONS

  • As the "single point of contact" for each assigned customer, assists with the research and resolution of all matters, for all applicable products and services.
  • Builds and maintains close working relationships with all levels of customer staff and management to ensure the long-term viability of the relationship.
  • Maintains a high degree of communication with the management of each customer, including regularly scheduled conference calls and/or onsite, face-to-face visits.  Assists with research and resolution of identified issues and reports pertinent findings to JHA management in the defined method.
  • Tracks and manages the resolution of all issues for new customers, as well as, post release issues for existing customers. 
  • Responsible for the identification and referral of sales opportunities.
  • May assist less experienced peers.  Will act as a team lead.