Director of Client Strategy

Why TrueML?

TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions.

The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system.

The Role: 

We are seeking a highly experienced and results-oriented Client Strategist to join our team. This pivotal role will work directly with our clients, utilizing deep industry expertise to design, implement, and optimize strategies that drive superior account recovery outcomes. The Client Strategist will act as a trusted advisor, translating client business needs into effective Retain implementations, ultimately ensuring our clients achieve the best possible results.

Work-Life Benefits

• Unlimited PTO

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

• 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

A successful candidate will have:

• 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. 

$63,455 - $76,146 a year

We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference.

Our Dedication to Diversity & Inclusion

TrueML is an equal-opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions, and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.