About the Role

The Director of Campaign Services will play a critical role in enhancing SBT’s value proposition by building and optimizing a comprehensive template library tailored for Accounts Receivable Management (ARM) and Lending clients. This role will partner closely with Product Marketing, Sales Enablement, and Customer Success teams to create impactful customer journeys through SMS, MMS, and two-way messaging channels. The ideal candidate will bring a blend of strategic vision, hands-on experience, and a customer-centric mindset to drive deeper utilization of SBT’s messaging solutions across the client base. This individual contributor (IC) role will report directly to the Vice President of Customer Success.

Position Objectives

In this role, you will:

Campaign Services Development:

• Build and maintain a robust library of messaging templates tailored to SBT’s core use cases for ARM and Lending clients.
• Enhance client engagement by optimizing messaging strategies across the customer lifecycle, utilizing SMS, MMS, and two-way communication channels.
• Analyze client needs and industry trends to continually evolve the template library, ensuring it meets the dynamic requirements of SBT’s clients.

Training and Enablement:

• Collaborate with Product Marketing and Sales Enablement teams to develop and deliver training programs that empower the Customer Success Management (CSM) team.
• Equip the CSM team with the skills and knowledge necessary to maximize client utilization of the template libraries, driving greater adoption and satisfaction.

Platform Implementation:

• Lead the evaluation, selection, and implementation of a Customer Success platform (e.g., Gainsight, ChurnZero) to support and scale SBT’s customer success model, particularly for Tier 3 and Tier 4 customers.
• Work cross-functionally to ensure seamless integration of the platform, optimizing its capabilities to enhance customer engagement and retention.

Strategic Contributions:

• Provide thought leadership and strategic insights to help shape SBT’s campaign services offering, aligning with broader company objectives.
• Act as a key resource for the Customer Success team, sharing best practices and innovative solutions to improve client outcomes.

Qualifications:

• Bachelor’s degree in Marketing, Communications, Business, or a related field.

• 7+ years of experience in campaign services, customer success, or a related role within the technology or telecommunications industry.

• Proven track record in developing and optimizing messaging strategies that drive customer engagement and utilization.

• Experience in selecting and implementing Customer Success platforms (e.g., Gainsight, ChurnZero), with a focus on enhancing customer journey management.

• Strong collaboration skills, with experience working closely with Product Marketing, Sales Enablement, and Customer Success teams.

• Excellent communication and presentation skills, with the ability to articulate complex strategies in a clear and compelling manner.

• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience in the financial services industry, particularly in ARM or Lending.

• Familiarity with SMS, MMS, and other messaging platforms, including compliance and best practices.

• Prior experience in a startup or high-growth company, with a demonstrated ability to scale operations and processes.

• Knowledge of customer lifecycle management and experience in driving customer retention and expansion strategies.

Key Competencies:

• Strategic Thinking: Ability to develop and implement strategies that align with company goals and drive measurable outcomes.

About Solutions by Text

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.