Head of Strategic Relationship Management

2 months ago

Los Angeles, United States Coatue Management L.L.C. Full time

The Head of Strategic Relationship Management will lead the team responsible for managing Mercury’s highest-value accounts. This senior leader will design and implement strategies to deepen relationships with Mercury’s most significant customers, providing structure and vision for the team as they support companies scaling rapidly. This role requires a background in managing enterprise customer relationships, ideally within technology or fintech, along with an understanding of how to build teams and processes that scale.

Key Responsibilities

  • Strategic Team Leadership: Guide and empower a team of senior relationship managers responsible for Mercury’s most valuable clients, fostering a culture that embodies Mercury’s value of appreciating quality by pursuing excellence in every interaction.
  • Operational Excellence: Develop scalable processes and leverage data to drive actionable insights and impactful decision-making within CRM systems like Salesforce, staying aligned with Mercury’s focus on outcome-driven results.
  • Customer Retention & Growth: Maintain high retention rates, particularly for operational accounts encompassing day-to-day transactions and payments. Actively identify growth opportunities, including deposit growth and cross-selling Mercury’s expanding suite of products, demonstrating a commitment to being super helpful by going above and beyond for clients.
  • Strategic Vision for Future Scaling: Establish and communicate a clear, long-term roadmap for Strategic Relationship Management, positioning the team to support sophisticated, finance-led clients as Mercury’s customer base evolves to include larger private and public companies.
  • Executive-Level Partnership: Build strong relationships with C-suite clients, aligning Mercury’s services with their strategic goals and advocating for client needs within Mercury’s leadership team, seeking wisdom and transparency in every interaction.
  • Cross-Functional Collaboration: Partner with product, banking partnerships, and operations teams to build tools and services that meet client needs, acting with humility by respecting and valuing input from across the organization.
  • Cultural Leadership: Lead by example, promoting a team environment where curiosity and first-principles thinking are encouraged. In line with thinking actively, foster a mindset that questions, experiments, and finds new solutions to enhance client experiences.

Ideal Candidate Profile

  • Experience: 12+ years in Relationship Management, Strategic Account Management, Enterprise Customer Success, or a similar role, with experience managing high-value customer accounts. A blend of tech/startup and banking experience is ideal.
  • Leadership Track Record: Demonstrated success in building and scaling teams within high-growth environments, with the ability to lead through rapid change and create scalable, sustainable processes.
  • Strategic & Analytical Thinker: Capable of balancing short-term operational needs with a strategic, long-term vision for Relationship Management at scale. Proficient in CRM tools and motivated by data-driven insights.
  • Financial Acumen: While banking experience is not required, familiarity with corporate banking services (e.g., treasury management, venture debt) is highly valued.
  • Customer-Focused Visionary: A deep understanding of engaging with executive-level clients, with a drive to rethink the customer experience in the fintech and banking sectors.
  • Values Alignment: Candidates should embody Mercury’s values by appreciating quality, taking extreme ownership to focus on outcomes, and acting with humility to build long-term, high-value customer relationships.

What Success Looks Like

  • Customer Retention & Satisfaction: High retention rates for Mercury’s largest customers, with a focus on retaining operational accounts that include daily transactions.
  • Revenue Growth: Clear growth in deposits and successful cross-selling of Mercury’s expanding range of financial products.
  • Efficient Operations: An established operational structure that streamlines processes, allowing relationship managers to focus on building value-driven client relationships.
  • Structured Team Evolution: A well-defined, long-term roadmap to support complex customer needs, as Mercury’s clientele evolves to include public companies and large private companies.
  • Effective Cross-Functional Partnerships: Strong advocacy within Mercury’s product and operational teams to anticipate and meet client needs, contributing meaningfully to Mercury’s product roadmap.
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