Client Program Manager at TrueAccord

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Why TrueAccord?
Debt collection is failing consumers. Every year, 77 million Americans have negative experiences with the collections process, and they deserve a better approach - one that is more relevant, more digital, and less abrasive. That’s why banks, lenders, and industry leaders are coming to TrueAccord for innovative solutions recovering outstanding receivables.
TrueAccord is a category-defining company. We combine machine learning with a human based approach to assist both clients and consumers through a challenging financial process. With a world-class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned for continued success. Come join our team and disrupt a multi-billion dollar industry that's been waiting for change.
The Role:
TrueAccord’s clients include some of the world’s most recognizable service, lending, technology, financial, and fintech organizations. The Client Success Team serves as a strategic business partner to our clients and is responsible for managing and growing end-to-end client relationships.
The Client Program Manager is responsible for managing the interface between TrueAccord and our Clients relative to collections and recovery content, data-driven experiments, and content strategy. You are also responsible for coordinating and managing Client Content requests, experimentation planning and execution, process reviews, audits, and other Client-facing content and experimentation requests. You will partner internally with our Content, Product, and Legal teams, in addition to working directly with our Clients.

Primary Responsibilities:

  • Fully understand and be able to articulate to internal stakeholders, client’s business model, strategic objectives and policies and procedures related to collections and recovery content, experimentation, and content strategy
  • Work with TrueAccord Client Success leadership to proactively identify, recommend and lead the execution of content related performance improvement initiatives and other product-related experimentation
  • Serve as a client-facing first line expert on TrueAccord’s approach to content development and product experimentation
  • Communicate effectively regarding operations, project statuses, risks, and dependencies
  • Develop project plans, establish SLAs and workflows for BAU coming from the Sales, Legal, and Client Success teams 
  • Hold both clients and internal teams accountable to SLAs and processes that are pertinent to the success of content and experiments and meeting contractual obligations related to their execution
  • Create and track internal tickets and work requests
  • Create and manage communication flow between technical and non-technical teams to promote transparency. 
  • Apply change, risk, and resource management
  • Manage the delivery of client-specific tasks, projects, and audit deliverables
  • Lead delegated projects
  • Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Qualifications:

  • At least 5 years of relevant professional experience
  • Excellent written and verbal communication skills 
  • Experience articulating product concepts to enterprise clients as well as knowledge of or ability to rapidly learn debt collection-related terminology
  • Proven experience managing complex and inter-departmental projects spanning across departments
  • Thorough understanding of project/program management techniques and methods
  • Excellent knowledge of change management principles 
  • Outstanding leadership and organizational skills 
  • Excellent problem-solving ability 

The ideal candidate will also have:

  • Program management certification (e.g. PMP)
  • 5+ years working in a Credit Card or Consumer Lending environment
  • 10+ years of relevant professional experience

What TrueAccord offers you + Culture & Benefits
TrueAccord is headquartered in San Francisco and opened a location of excellence in Lenexa, KS in April 2019. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • SnowflakeDatabases
    • SalesforceCRM

Location

We're located in the newly named "East Cut" neighborhood of San Francisco. Our office is located in a plaza with lots of restaurants for a quick bite!

An Insider's view of TrueAccord

What's something quirky about your company?

We like ping-pong and friendly competitions.

If you think there is no glory in winning a company ping-pong competition. Well, think again. We provide our winners a TrueAccord ping-pong paddle. There's a catch, of course, you return the paddle once someone else wins. But during that week, you have all the glory of winning this unique trophy!

Vanessa

Talent Acquisition Coordinator

How does the company support your career growth?

I came to TrueAccord after university; I started as a customer service specialist and rapidly obtained more responsibilities and knowledge which led me to later transfer as a QA specialist in the engineering department with no previous coding experience. I’ve received countless opportunities and new skills that have helped shape my career vision.

Micaela

Quality Assurance Specialist

What unique initiatives do you have that encourage innovation?

Every new engineering hire has two parallel tracks while onboarding: getting deep into a particular technical area and also conducting 1:1 meetings with key business stakeholders across the company. Afterwards, the newly ramped up engineer makes a presentation to the entire team on how she’d design some or all of our systems from scratch.

Gene

Chief Technology Officer

What’s the vibe like in the office?

Let's just say - we're friends.

P.S. We built that lego set!

n/a

n/a

What are TrueAccord Perks + Benefits

TrueAccord Benefits Overview

We offer:
*** Generous paid time off in an Unlimited PTO Policy
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health (PPO and HMO), dental, and vision benefits
*** 401K with matching!

TrueAccord covers 95% of the premium cost for employees’ and 65% for their dependents’ medical, dental and vision coverage. TrueAccord covers 100% of the premium for employee Basic life and AD&D, and short- and long-term disability coverage.

Culture
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Healthcare Limit: $2,750 Dependent Care Limit (12 and under + elder care): $5,000
Dental Benefits
MetLife Dental PPO, please ask recruiter for specific details.
Vision Benefits
MetLife Vision, please ask recruiter for specific details.
Health Insurance Benefits
We offer Kaiser Permanente (HMO in California only) and two different United Health Care PPOs. Please ask recruiter for details.
Life Insurance
Life insurance is equal to 2 times an employee's annual salary up to $500,000.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Managed by Empower Retirement.
401(K) Matching
TrueAccord contributes $1 for every $1 you contribute, up to 3% of pay for your 401k, and $.50 for every $1 you contribute, up to 5% for your Roth. Eligible on date of hire.
Company Equity
TrueAccord offers stock options to employees with a vesting period of 7 years! We believe in the power of equity, which is why our vesting period is long.
Performance Bonus
Bonuses are based on performance on an annual cycle.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
While only certain positions are 100% remote, we have a flexible WFH policy. All WFH details are discussed and determined with your manager.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
TrueAccord hosts a company outing during the summer!
Free Daily Meals
Stocked Kitchen
TrueAccord has a fully stocked snack area with two full-sized fridges, an all-in-one coffee machine, and a huge wall of snacks!
Some Meals Provided
Our San Francisco office gets free lunch on Tuesday, Wednesday, Thursday.
Happy Hours
Happy hours are hosted at team's discretion.
Pet Friendly
Our San Francisco office is a dog friendly office.
Professional Development Benefits
Job Training & Conferences
TrueAccord offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Some departments, like Engineering and Product, like hold lunch and learns. These happen semi-monthly.
Promote from within

Additional Perks + Benefits

Employee Assistance Program (EAP): Claremont EAP assists with everyday challenges of life which may affect your health, family life, and desire to excel at work. It is available 24/7 and confidential.

ARC Fertility: ARC can help you navigate through your fertility journey by matching you with the right fertility specialist, offering discounted treatment options through the nations’ largest network of fertility specialist and by making fertility care affordable and accessible by offering innovative financing programs.

Commuter Benefits: The GoNavia Program allows you to pay for work related transportation costs with pre‐tax dollars. Monthly maximums: • $270 transit • $270 parking

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