Strategic Relationship Manager

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.

Acting independently, the Strategic Relationship Manager (SRM) is responsible for the quality, health, growth, and profitability of JH’s relationships with its banks by ensuring that our services and solutions are delivered in alignment with that bank’s objectives and key strategies. Success is measured in bank satisfaction, retention, growth, and profitability. This role will act as the primary point of contact for the bank and will be responsible for monitoring, measurement, and presentation of JH’s service delivery and overall performance.

What you'll be responsible for:

• Responsibility for knowing the bank’s objectives, key strategies, leaders and stakeholders such that JH is in a credible position to collaborate in further refining those strategies and developing specific initiatives and solutions that will enable the bank to achieve their objectives.
• Understanding the banks’ key business and technology challenges. Aligns and communicates strategic direction and organizational response to address critical imperatives
• Establishes and leverages a wide range of relationships throughout the bank’s organization including regular interaction with the bank’s senior leadership.
• Leads relationship status reviews with the customer on a regular basis to present service delivery metrics, status of active engagements, and address outstanding issues and resolution plans.
• Effectively communicates JH long-term strategy and direction
• Ensures that JH is viewed as an optimum strategic partner to the bank.
• Monitors, reviews, and confirms impact of communications sent from JH to the bank. Ensures understanding of implications and impacts to the organization.
• Identifies and engages internal operational delivery teams by communicating the overall objectives and strategies for the account and outlining clear initiatives and timeframes to achieve them. Specific account strategies and plans should be documented and reviewed as appropriate.
• Works collaboratively to ensure appropriate direction is provided to all delivery teams and a productive two-way communication flow exists. Work as part of the delivery team responsible for: Developing and scoping new initiatives and projects, drafting proposals, statements of work, and other activities related to selling, servicing, and delivering work to the bank.
• Ensuring smooth operation of day-to-day activities required to meet the banks objectives
• Monitoring that all work performed is executed within set deadlines and within established budgets
• As part of the account team, this position is accountable for the independent assessment of the speed, agility, quality, and responsiveness of our delivery organizations.
• Collaborates and coordinates with appropriate sales executives cross-sell opportunities, incremental contract changes, and renewals ensuring these are accurate, appropriate, and consistent with the banks’ objectives
• Maintains knowledge of JH’s products and services, those of key vendors and partners, and develops strategies for how to continually apply them to evolve and improve the quality of results and service delivered to a bank
• May perform other job duties as assigned.

What you'll need to have:

• Minimum of 15 years banking industry experience or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
• Minimum of 5 years of customer relationship management experience

What would be nice for you to have:

• Bachelor’s degree
• Has broad expertise or unique knowledge and contributes to company objectives as a subject matter expert (SME). Works on highly complex and diverse projects. Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
• Strong verbal and written communication skills
• Ability to take appropriate actions, on the customer’s behalf, based on issue prioritization
• Outstanding customer advocacy through relentless pursuit of issue resolution and performance of escalation processes, when needed
• Ability to effectively communicate at all levels of the JH and bank organization
• Strong facilitation and presentation abilities
• Ability to deliver accurate responses to customer requests, whether positive or negative
• Extensive banking knowledge and experience
• Demonstrated analytical skills

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.