Director of Customer & Relationship Management:Customer Experience Leader

Director of Customer Contract & Relationship Management:

Customer Experience Leader

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you.

The Director of Contracts and Billing Client Experience serves as the central service and enablement leader connecting Contracts & Billing Operations, customers, Sales, and internal business partners. This role is responsible for delivering a seamless, consistent, and high quality experience across all customer and internal touchpoints related to contracts and billing. This function operates as the "glue layer" of the operating model - simplifying interactions, reducing friction, and enabling the business while allowing processing teams to focus on execution and Quality Assurance / Process Improvement teams to focus on process design.

The role is intentionally service and enablementoriented, with clear separation from process ownership. This team enables and supports the process experience, while process definition and governance remain with QA/Process Improvement.

This position will be filled to work a Hybrid schedule at any of the following Jack Henry office locations:
Lenexa, KS / Springfield, MO and or Monett, MO. You are required to come into the office 1 day a week and based on business needs may be required to travel to one of the office locations listed.

This position will have a salary range of $119,100 - $150,000 based on experience and location. This posted salary range reflects the minimum and maximum base pay we reasonably expect to offer for this role at the time of posting. Actual compensation may vary above or below this range and is subject to change in the future. Individual pay is determined by a variety of factors, including but not limited to: relevant education, qualifications, certifications, experience, skills, performance, work schedule, travel requirements, sales or revenue targets, and overall business needs and affordability.

What you'll be responsible for:

• Participates and leads respective area in quarterly reviews and annual audits, ensure they are running on schedule without significant issues, respond to high-level audit requests, and report material issues to leadership.
• Develop accounting services organizational strategies by contributing accounting and financial information, analysis, and recommendations for strategic thinking and direction and establishing functional objectives in line with corporate objectives.
• Provide leadership over the accounts receivable and customer experience teams.
• Develops, analysis, and interpret statistical and customer information and results in performance against contracts.
• Partner cross-functionally to understand business transactions and ensure that transactional activities are complete and recorded accurately.
• Support the manage the implementation of accounting policies and procedures to ensure compliance with US GAAP and SOX. Partner and collaborate with Internal Audit and Risk Management to ensure alignment and compliance.
• Drive continuous business process improvement through designing and implementing technologies and consistently look to implement efficiencies in processes and procedures.
• Ensure high-quality performance management processes, documenting goals, addressing performance issues, and developing and challenging team members to exceed expectations.
• Provide training, coaching, and development opportunities for team members in various areas, including financial analysis, business products, supporting technologies, GAAP, customer billing and contracting support and SOX.
• May perform other duties as assigned.

What you'll need to have:

• Bachelor's degree required in finance, general business degree, marketing degree and or related field.
• Must have a minimum of 12 years combination of experience in any of the following categories: customer operations, contract management, billing, and or revenue operations.
• Must have 5 years of people leadership experience.
• Must have experience training internal associates and or external customers.
• Strong stakeholder management experience supporting any of the following areas: sales, finance, legal and or operations.
• Demonstrated ability to lead customer experience and continuous process improvements in complex environments.
• Excellent communication and organizational skills, with a focus on clarity and consistency.
• Must have intermediate level experience utilizing Excel (pivot tables, vlookup, managing…