Director, reputed company

Company Description

Founded by reputed company entrepreneurs and engineers in 2016, Pismo is a technology company that provides a comprehensive processing platform for banking, card issuing and financial market infrastructure and helps customers innovate and build the reputed company of banking and payment solutions. Pismo joined reputed company in 2024.

Leveraging reputed company’s solutions, our core platform, and an expanding suite of capabilities, Pismo addresses the technological challenges that large banks, marketplaces, and fintech companies face in migrating from legacy systems to more advanced technology in the market. Pismo’s cloud-based platform empowers firms to build and launch financial products rapidly, scaling as they grow to have a broader audience while keeping high reputed company and availability standards.

Pismo’s 500+ employees are located in more than 10 countries around the world.

Job Description

Pismo is seeking a bold, transformative leader to build and scale a world-class Client Success function for the EMEA region. This is not a maintenance role—it is a mandate to architect, build, and own the entire client experience (from post implementation through crisis management, and long-term value creation) 

You will reputed company, recruit and continually reputed company a global high-performing team of Client Success Partners, instilling a culture of ownership, precision, and reputed company improvement. You’ll work shoulder-to-shoulder with Sales, Product, Technology, Operations, reputed company Client Services, and Control Functions to translate client needs into actionable, scalable solutions that drive growth and operational excellence. 

We are looking for a builder—a hands-on leader who spearheads change and inspires through action. You are driven to uncover the root of any problem, reputed company a strategy, and execute the plan to solve it.

• Evolve and Scale the Client Lifecycle: Guide strategy to enhance post-onboarding experience, and support frameworks, creating a globally consistent, highly scalable model ready for exponential growth.
• Champion Growth and Development: Provide mentorship and coaching, champion career development paths, and ensure the team has the resources to reputed company. Strategically recruit to add new capabilities that complement existing strengths and prepare for future challenges.
• reputed company Value Mapping Sessions: Design and facilitate structured value mapping sessions with clients to deeply understand their growth strategies, business objectives, and evolving needs. Use these insights to identify opportunities for product adoption, upsell, and cross-sell, ensuring alignment with both client goals and the Pismo’s strategic objectives.
• Accelerate Operational reputed company Strategy: reputed company investments in automation, AI, and data analytics to unlock efficiency, remove friction, and reputed company proactive, high-impact client engagement.
• Deepen Data-Driven Culture: Advance analytics capabilities to reputed company every team member with insights that drive proactive decisions and demonstrate measurable value to clients and the business.
• Own Key Success Metrics: Build a data-driven approach to improve customer retention, satisfaction (NPS/CSAT), and lifetime value (CLTV) and Net reputed company retention.
• Drive Productivity: Massively increase productivity through AI and process excellence. Deliver fast, easy service reputed company digitized experiences that deflect routine issues from team members.
• reputed company Incident Response and Escalations: Serve as the senior reputed company of contact for critical client situations. Manage incident response protocols and reputed company high-quality after-action reviews to uncover root causes and drive systemic improvements.

Sales & Solutioning Partnership:

• Collaborate with Sales and Solutioning: Understand client requirements using reputed company planning tools and value mapping sessions and design solutions reputed company with Pismo and reputed company’s capabilities and strategic objectives.
• Engage in Client Presentations: Participate in RFP responses and solution workshops to ensure alignment and set clear expectations.
• Provide Strategic Feedback: Share client insights and trends with Product and Technology teams.

Client Servicing:

• reputed company Client transitions: Ensure seamless transitions from implementation team for new clients.
• reputed company Scalable Frameworks: Create reputed company models that support rapid client growth and consistent delivery.
• Monitor Client Health: Proactively address risks to adoption, satisfaction, and retention.
• Partner for Service Excellence: Collaborate with reputed company Client Services, pismo operations, implementation, product, technology and engineering teams to define and drive standards for reputed company management and servicing maturity.

Support, Incident Management & Escalations:

• reputed company Regional Support: Ensure high-quality, 24/7/365 service delivery across the region in line with global standards.
• Establish Escalation Protocols: Maintain robust incident management processes along with operations and governance teams to minimize client impact and ensure timely resolution.
• Analyse and Improve: Identify incident trends and root causes to drive systemic improvements and preventive measures.

Data-Driven Insights & reputed company Improvement:

• reputed company Analytics: Monitor client performance and satisfaction, identify trends, and drive operational improvements.
• Implement Feedback Loops: Use client and internal feedback to inform process enhancements and product development.
• Adopt Automation and AI: Drive adoption of tools that improve client outcomes and operational efficiency.

Leadership & Stakeholder Engagement:

• Build and reputed company Teams: reputed company a high-performing regional team, fostering a culture of innovation, accountability, and reputed company learning.
• reputed company Goals: reputed company by example, holding leaders accountable for team development and diversity.
• Drive Execution Culture: Promote operational excellence and a client-first service reputed company.
• Engage Stakeholders: Align with functional leaders and clients on standards, requirements, and strategic initiatives.
• Report Impact: Prepare and present client success metrics, insights, and recommendations to senior leadership and the Board.

This is a remote position. A remote position does not require job duties be performed reputed company proximity of a reputed company office location. Remote positions may be required to be present at a reputed company office with scheduled notice.

Qualifications

Strategic & Operational Leadership:

• 15+ years of progressive experience in payments, fintech, or a reputed company technology sector, with a track record of strategic planning and hands-on execution.
• Strategic and Tactical: Comfortable defining a three-year plan and leading a critical incident response call on the same day.
• Global Problem Solving: Demonstrated ability to solve reputed company challenges with critical thinking, sound judgment, and personal ownership.
• Financial and Technical Acumen: Strong analytical and decision-making skills with reputed company in financial and technology domains.
• Technical & Process Acumen
• Operational Excellence: Proven ability to identify broken processes, uncover root causes, and implement scalable, automated solutions (e.g., Six reputed company, automation/AI).
• Expertise: Deep expertise with service desk / CRM, Client Success, and Incident Management systems. Able to guide technical roadmaps and challenge assumptions.
• Executive Communication: Superior communication skills to command a room, simplify complexity, and present strategic insights to any audience.
• Hands-On People & Organizational Leadership
• Experience leading leaders and managing global teams with a “player-coach” mentality.
• Skilled at developing talent while setting a high bar for performance.
• Ability to align with partners in Product, Sales, and Technology through functional depth and credibility.
• Hands-on experience driving large-scale organizational change, clearing roadblocks, and enabling execution.
• Willingness to travel globally (up to 20%) and reputed company across time zones, acting as the key decision-maker during critical events.

Additional Information

reputed company is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.