At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Summary of the Job:
The Director, Account Management must be able to understand and communicate client needs and priorities, have a strong understanding of bank operations and treasury solutions, maintain strong internal relationships, be resourceful in developing solutions and have strong project management skills. This integral role contributes to the overall growth and profitability of the organization.
The Director, Account Management will report directly to the Head of Customer Engagement, Portfolio
Management & Commercial Card. They will work closely with leadership and other relevant partners and departments within the organization. Collaboration and partnership must be a critical strength for this individual.
About This Role:
Key Accountabilities include, but are not limited to:
Team Leadership and Development
- Provide strong leadership to the account management team, setting clear goals, expectations, and performance standards.
- Mentor and coach account managers to help them achieve their full potential and enhance their skills.
- Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.
- Recruit, interview, and hire new or additional talent as needed in partnership with leader.
Strategic Planning and Execution
- Develop and implement strategic plans to achieve company objectives related to client retention, satisfaction, and revenue growth.
- Analyze market trends, client feedback, and performance metrics to identify opportunities for improvement and innovation.
- Stay current with trends in the commercial payments industry, such as digital payments, security solutions, and regulatory changes, and incorporate these insights into product strategy to drive innovation.
- Collaborate with cross-functional teams to align account management strategies with overall business goals.
- Maintain knowledge of commercial payment products, including Commercial Card, Merchant Services, Treasury Services, Global Payments, and other related solutions.
- Stay informed of new product updates, features, and functionality to effectively communicate their value to customers.
Client Relationship Management
- Oversee key client accounts and ensure that their needs are met effectively and efficiently.
- Act as an escalation point for resolving complex client issues and addressing any concerns in a timely manner.
- Foster strong, long-term relationships with clients through proactive communication and value-added service delivery.
- Provide guidance on key accounts to ensure commercial payment products are being fully utilized. Work to optimize client satisfaction and identify opportunities for upselling and cross-selling additional products.
Sales and Revenue Growth
- Actively manage team’s growth and cross sell opportunities within existing accounts.
- Monitor contract terms and pricing to maximize profitability while ensuring client satisfaction.
- Achieve and exceed team’s retention, cross-sell targets and growth goals.
- Collaborate with the Business Development teams to identify new business opportunities, provide strategic direction, and ensure that the team is equipped to win and retain commercial clients.
Customer Satisfaction and Retention
- Monitor client satisfaction levels and address any issues or concerns promptly and effectively.
- Proactively identify areas for improvement and implement solutions to enhance the client experience.
- Develop strategies to increase client retention and minimize churn.
- Timely follow-up and seamless execution of initiatives.
Cross-functional Collaboration
- Collaborate closely with internal teams such as leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, and client servicing to deliver integrated solutions that meet clients' needs.
- Serve as the voice of the customer within the organization, advocating for client priorities and requirements.
- Act as a conduit for client feedback regarding product features and functionalities. Gather insights from clients and sales teams to influence product development and ensure offerings remain competitive and relevant.
Performance Monitoring and Reporting
- Monitor team performance against key performance indicators (KPIs) and targets.
- Analyze account metrics and trends to identify areas for improvement and develop action plans accordingly.
- Prepare regular reports and presentations for senior management to communicate account management performance and strategic initiatives.
Process Improvement and Best Practices
- Continuously evaluate and refine account management processes to increase efficiency, productivity, and customer satisfaction
- Implement best practices and standard operating procedures to ensure consistency and quality in account management activities.
- Stay abreast of industry trends and emerging technologies to drive innovation and competitive advantage.
Risk Management and Compliance
- Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
- Ensure compliance with company policies, procedures, and contractual obligations in all team’s partner and client interactions and transactions.
Other duties as assigned by leadership.
The Ideal Candidate for This Role:
Qualifications:
- Bachelor’s Degree preferred (Finance, Business or other related field of study)
- Minimum 7+ years relevant experience working in account management or related field, with at least 5 years in a leadership role.
- Strong knowledge and experience with Commercial Payments products (Treasury, Card, Merchant, Global Banking)
- Excellent communication, negotiation, and interpersonal skills.
- Strategic thinker with the ability to develop and execute effective business plans.
- Proficiency in CRM software and other relevant tools.
- Results-oriented mindset with a focus on driving business growth and exceeding targets.
Additional Requirements:
- Strong analytical skills and attention to detail.
- Project management experience.
- Ability to thrive in a fast-paced, dynamic work environment.
- Commitment to continuous learning and professional development.
- Willingness to travel for client meetings or team events.
Desired:
- Commercial Card, Treasury, Global Banking, Merchant and FinTech experience
- Knowledge of applicable credit card Networks rules and regulations.
- Demonstrated ability to lead the implementation of products and services
- Experience working with Salesforce.
Compensation:
Compensation range (base pay): $97,774.00-$166,216.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Work Environment:
Benefits Overview:
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.
For additional information regarding compensation and benefits, e-mail FNBO at [email protected]. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20261398Equal Opportunity & Belonging:
FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
Learn more here.
FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline:
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Skills Required
- Minimum 7+ years relevant experience in account management or related field, with at least 5 years in a leadership role
- Strong knowledge and experience with Commercial Payments products (Treasury, Card, Merchant, Global Banking)
- Proficiency in CRM software and other relevant tools
- Excellent communication, negotiation, and interpersonal skills
- Project management experience
- Strong analytical skills and attention to detail
- Ability to thrive in a fast-paced, dynamic work environment
- Willingness to travel for client meetings or team events
- Unrestricted work authorization; candidate must not require future sponsorship
- Bachelor's Degree (Finance, Business or related field of study)
- Commercial Card, Treasury, Global Banking, Merchant and FinTech experience
- Knowledge of applicable credit card network rules and regulations
- Experience working with Salesforce
Fnbo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fnbo and has not been reviewed or approved by Fnbo.
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Retirement Support — Retirement plans include a matching 401(k) with an additional company contribution and other savings programs such as pension, stock bonus, and profit sharing. These features are portrayed as a strong component of total rewards.
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Parental & Family Support — Family supports include paid caregiving time for birth or adoption and for serious family health needs, caregiver leave, new‑parent assistance, and childcare resources. These offerings are highlighted as helpful for employees balancing work and family.
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Leave & Time Off Breadth — Time away is described as generous, combining paid time off with a broad set of observed holidays. Volunteer time off further adds flexibility for personal and community needs.
Fnbo Insights
What We Do
For more than 165 years, FNBO, a subsidiary of First National of Nebraska, has set the standard for outstanding customer service coupled with some of the most innovative financial products in the industry. When it opened in 1857, FNBO was a local bank that served only Omaha and the surrounding communities. Today, FNBO has locations in eight states and more than 6.6 million customers across the country. First National of Nebraska and its affiliates have nearly $30 billion in managed assets and 5,000 employee associates. We've come a long way in the last century and a half. As you browse through our site, we think you'll understand why we've been so successful – and why we're so excited about what the future holds for our customers and our organization. Check us out at www.fnbo.com.
