U.S. Bank Associate Director, Shared Services (talech - SaaS) - Remote in Hartford, Connecticut
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Reporting To: Head of Professional Services
talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers. Ultimately, we aim to empower business owners with the tools and insights needed to grow their business and achieve their goals.
The Customer Success Function:
The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving-fans of the company. Based on that initial delight and success the CS team follows to expand the solution-set the customers utilize from the company to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including: Initial deployment, customer onboarding, ongoing technical and application support, customer and partner training, upgrades and updates of hardware and software solutions, customer management, user adoption, contract renewals, program expansion, customer value capture and more.
Within the CS function, the Professional Service team is the one responsible for deploying our solutions to customers. It executes both initial deployment projects and add-on ones and strives for On-Time, On-Budget, On-Quality deployments that will be used, liked and add value to customers.
The Associate Director, Shared Services is a leader within the Professional Services Team and a peer to the Associate Directors of the Onboarding teams. The key responsibility of the position is to develop expertise and capabilities and deliver services to customers that complement the work done by the Onboarding Specialists. These services include the development and management of a vendor network (that augments our team with on-site capabilities), deep technical assistance (that at times is needed during the Onboarding process), and specific configuration tasks best managed as a Shared Service (such as complex menu design). Providing these capabilities enables the PS team to provide a world-class onboarding journey and a seamless transition to ongoing support. You will hire and train new personnel, optimize the playbooks and provide ongoing coaching and support as the team meets and exceeds objectives across quality, productivity, and resource utilization.
Measures of Success in this Role:
We measure the performance of each project delivered by the PS organization on 3 main vectors:
On Time: deliver projects as quickly as possible, and definitely within the expected duration as agreed with the customer. On Budget: deliver projects at as low cost (level of effort) as possible, and definitely within the expected LOE agreed as standard for the project. On Quality: deliver projects at the highest levels of quality as possible, measured by completeness of tasks, minimization of errors and rework, usage and value extracted by customers and customer feedback (using NPS).
On top of that, we measure the quality by which the team manages itself, looking at the success of its:
People: Hiring, Training, Retaining and Performing
Financials: Revenue, Cost, Gross Margin, Utilization
Strategic Direction: The evolution of the team with improved tools and processes, enhanced relationships with other teams at talech and the bank as a whole and the strength of its extended network of partners, salespeople and vendors.
Service Mentality: as your team supports and complements the work of the Onboarding Specialists as well as guides Sales in the areas of Vendor Management, feedback from those teams on your team’s level fo service to them is key.
You are expected to make significant impact on these through your work across all key functions within Shared Services.
Own the relationship with all 3rd party providers including quarterly reviews, process initiatives, performance monitoring, escalations, new offerings etc.
Act as the Primary point person for all aspects of our 3rd party vendor strategy including the ongoing education and enablement of the value prop to internal stakeholders across Sales/CS/Product etc.
Act as thought partner to the Head of Professional Services, recognize and take initiative to solve operational challenges across all aspects of talech vendor management.
Develop and maintain the necessary dashboards to ensure full visibility to vendor performance. Act as the point person for questions regarding the data shown in the dashboards and continue to refine as necessary
Lead our Onboarding technical support resources as they assist vendors during onsite installs and our onboarding specialists as they lead the journey.
Lead our menu and account configuration team.
Manage, motivate, mentor and inspire your team members. Unify the team around our goal of helping new customers launch on time, with low effort, without errors and with an excellent overall experience.
Identify systems/workflow enhancements that will make work easy for the team and customers. Be a champion for these improvements.
Always think towards scale: identify risks to sustainable growth and develop optimal processes to maintain a high standard of performance and execution.
Be the champion for your team. Build a high performing team through effective hiring, development, and recognition
Drive the enablement and training of your team: Ensure they have the optimal training, systems and tools to be successful
Characteristics of a Strong Candidate:
Structured thinker who can identify opportunities and execute. Experience leading the development of brand new workflows while working in a very cross-functional environment with multiple stakeholders. Proven expertise with POS SaaS solutions and Hardware Propensity for hands-on work and diving in to solve complex problems. No task is too small to own. Ability to adapt to a rapidly changing product and respond strategically to customer needs. Senior presence with strong interpersonal skills and track record of building collaborative relationships cross functionally and with partners. Experience creating presentation decks in Powerpoint and analyzing data in Excel. Experience within the POS space and/or work with SMBs in Retail, Restaurants and/or Services fields is a plus. Good manner, fun to work with, makes people want to work with.
A Bachelor's degree or equivalent experience
6-8 years of experience in a customer success, vendor/project management, professional services or onboarding role with 3-5 years managing a team.
Record of building high performing teams with strong engagement, morale, and retention.
Ability to manage multiple initiatives/projects with a relentless focus on driving the optimal outcomes for talech and our customers.
Strong analytical skills with experience utilizing data and dashboards to drive accountability and manage a performance based team.
Excellent people manager and motivator.
Solution and results oriented with ability to problem solve.
Excellent time management skills with a strong sense of urgency.
Passion for customer success with excellent written and verbal communication skills.
Able to work strategically and tactically: self-driven, highly motivated.
Experience working with Retail and/or Restaurants is a plus
Experience working with SalesForce is a plus
Combined Hardware and Software solution experience is a plus
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .
EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.
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Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $88,910.00 - $104,600.00 - $115,060.00
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
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