Client Strategy Consultant
Team Guide
Now that you are live with your MX products here’s how we will form our strategic partnership.
Get started
CSC Team: Table of contents
Lesson 1 4ish mins
Strategic partner
Start here
Lesson 2 4ish mins
Resources to drive success
Lesson 3 1ish mins
Strategy, not support
Lesson 4 5ish mins
Your health score
Lesson 5 6ish mins
What to expect from us
Lesson 6 1ish mins
Two-way street
Lesson 7 10ish mins
Value workshop
Lesson 8 10ish mins
Objectives and metrics
CSC Team: Lesson 1
Intro
Once you have successfully implemented, your main point of contact at MX will shift from your Project Manager & Account Executive over to your Client Strategy Consultant (CSC). At MX, we call your new point of contact a Client Strategy Consultant because they are here to provide strategic direction that will help you maximize the value and potential of the MX products you just purchased.
Sales Account Executive
Implementation Project Manager
Continued Success CSC
More insights
Our partnership is centered around…
1. Technology adoption 2. Value realization 3. Program maturity
Your CSC is your point of contact going forward. They are here to drive success towards helping you understand and achieve your business objectives.
Bottom line
Technology adoption: Providing strategic guidance on platform adoption, implementation and value realization. Value realization: Leading Strategic Business Reviews to align on business objectives with MX technology. Connecting customers to experts in the industry, other MX successful clients and making available MX resources to help you achieve your goals. Program maturity: The CSC will do this by sharing industry expertise through best practices and case studies.
1 of 8
Lesson 1
4ish mins
Lesson 2
Lesson 3
1ish min
Lesson 4
5ish mins
Lesson 5
6ish mins
Lesson 6
1ish mins
Lesson 7
10ish mins
Lesson 8
8ish mins
CSC Team: Lesson 2
Account team
Additional resources
The right team for success
Adoption and maturation, value realization, industry and platform guidance
Account executive
Commercial partner, technology scoping, contracting and pricing
Catalyst
Expert insights, specialized engagements
Industry expertise in Open Banking/Finance
Advocacy group
Product technical support and trouble shooting
TechOps
Custom MX platform developments
Accelerate
Education, marketing, video and help center content
Enablement
1 of 5
The one-stop-shop for all your training, marketing, video and enablement resources needs all available to you for free.
MX Academy
2 of 5
This all encompassing landing page shares a brief explanation of all the enablement resources with quick links out to the resource.
Launch Pad
3 of 5
API resources for you to implement MX product.
Developer Documentation
4 of 5
A library of articles and videos on MX products, systems and offerings.
Help Desk
5 of 5
Coming soon!
Client Dashboard
2 of 8
Click to look
Check it out
O la la
Read all about it
CSC Team: Lesson 3
Your Client Strategy Consultant is just that, a consultant, not a support representative. The difference between a CSC and a support representative lies in what CSC stands for: Client Strategy Consultant. They are here to be a true partner in working with you to help you realize key objectives that are critical to moving your organization forward. If you encounter a question or issue related to the MX platform that you can’t resolve on your own, we have a Technical Support Team that has years of experience handling complicated technical questions and unique user scenarios.
Your CSC will be your point of escalation, not your technical support representative. Use Zendesk for technical related issues, if there are other issues, you will go to your CSC.
MX Support Portal
Learn how to set up your account and submit a ticket to MX Support.
If you need a quick, real time answer, chat is the way to go!
Chat support
3 of 8
Take a look at the resources and help that you and your end-users will receive from the MX TechOps support team.
CSC Team: Lesson 4
To help us better understand how we are performing in our partnership with you, we have developed a series of metrics we call a “Health Score”. We will review your health score with you periodically during Strategic Business Reviews. This score helps your CSC to know where you are in your life cycle, how happy you are with the services and products you have purchased, what adoption and utilization of those tools looks like, and whether or not we have established relationships with key individuals at your organization. Ultimately, the purpose of this score is to make sure you are getting the best value out of the products you purchased with MX.
The key components of your health score
Your health score is ultimately how we measure the success of our partnership with you and ensure you get the most value out of the products you purchased.
Do we have key relationships at your organization?
Provide your basic organizational structure. Make introductions to key individuals.
Do we have an understanding of your business objectives?
Provide insight into what you are trying to accomplish outside of MX. What matters to the key individuals we are working with.
Are there opportunities to improve your integration?
Make your integration more contextual and less piecemeal. There are U/I components we assess as well as how we’re passing the data back and forth and responding to it. For example: are you using real-time APIs that translate into more timely insights or dated data plumbing for the pipes that are not providing the most optimal experience.
How well are you using MX data and your customers leveraging the tools?
Leverage enablement materials to train your staff and clients.
Have we helped you realize value with MX products?
Participate regularly in Strategic Business Reviews.
4 of 8
CSC Team: Lesson 5
What to expect from MX
Our CSC’s take a very hands-on, white glove approach to partnering with you. You can expect touchpoints and engagement on a regular basis. This is how they will come to deeply know and understand your business objectives and follow through on performing against defined success metrics.
One-off special purpose meetings
You can expect to work with your CSC on a regular basis.
Regularly scheduled tactical touchpoint
Strategic business review
Types of engagements
Stakeholders:
MX: Client Strategy Consultant Client: Program owner
Tactical review of technology (platform performance, availability, resolution time, etc). Escalation of pending technical items. Track progress against success plan. Discuss topics stop-of-mind for client.
Objectives:
Weekly/Monthly
Frequency:
MX: CSC, Account Executive, Optional: Catalyst/Technology Consultant/Advocacy/Support Client: Program owner, Executive sponsor
Check-in on progress of key activities/initiatives Report on successes related to business objectives Validate and/or acquire business objectives and associated target metrics
Quarterly/Semiannual
MX: as needed CSC, Enablement, Catalyst, Technology Consultant, Advocacy, Support Client: Program owner
Initiate engagement from MX professional services Introduce MX and client leadership team Demo new MX technology or new cases
Ad-hoc
5 of 8
CSC Team: Lesson 6
A dedicated CSC is meant for you. They are a powerful resource we provide to help you get the most value out of the MX products you purchase, but they can’t do it alone. We’re providing the experts, and we need you to provide a thing or two along the way.
The greatest success will come from a true partnership where you and the CSC work together.
1. Clarity into your basic organizational structure 2. Participation during Strategic Business Reviews 3. Introductions to the right people 4. Willingness to participate in Case Studies
What we need from you:
6 of 8
CSC Team: Lesson 7
Value Workshop
We are dedicated to helping you get value out of the MX products you purchased. Our team of Value Engineers’ primary responsibility is to make sure that you have visibility into your metrics—so you can see how we are performing. During onboarding, our value engineers will do a value workshop with you, including:
Value workshop in-depth
No matter the metric, aligning on expectations for how we measure success will lead to a notable return on your investment.
Example metrics dashboard
Even more insights
1. Setting expectations around what we are going to be tracking 2. Making sure we are in alignment with definitions of metrics 3. Recommendations for metrics to track based on your products/use case
Following the workshop, the value engineering team will provide access to a metric dashboard. You can expect regular “business objectives & metrics” reviews during your quarterly business reviews with your CSC where they will share results, discuss performance, make recommendations, and ensure we are on track for success.
1. Overview
Products purchased Anchor product Ideal state Rollout plan
Cover the products they purchased Determine their highest priority product Align on the ideal way consumers will use the MX product Capture any phased rollout plan for purchased products
Client Metrics MX Recommendations Definitions Success Criteria Peer Analysis Keys to Success
Capture any metrics the client wants tracked Most clients will defer to our recommendations for the best metrics to track Align on the definitions for each of the metrics Agree upon success criteria for each metric Show how peers perform for each metric Expectations and best practices to achieve goals
2. Define metrics
Current state Previous vendors Gaps
Capture current performance based on defined metrics Document current vendors and results Discuss gaps they have around measuring existing and future metrics
3. Baseline
Responsibilities Cadence of metrics Dashboards QBRs
Determine which party will be responsible for tracking each metric Set expectations around how often each metric will be updated Show them how to access their dashboard to view metrics Discuss the QBR process and how the results from the Value Workshop will play a role
4. Tracking
7 of 8
CSC Team: Lesson 8
Business objectives and success metrics
What is the value you are hoping to achieve with MX? If you’re not sure where to start, click on the tiles to explore common business solutions. Learn more about how we can measure success for each use case, with a list of baseline metrics we can track.
8 of 8
Value of MX solutions
Money Movement
Account Opening/ Funding
Financial Wellness
Lending
Digital Banking
Personalized Offers
Mobile Banking
1.
Payments processors can increase successful verification resulting in new users and additional payments processed. The result is more overall revenue.
Metrics need for a basic and ongoing:
Account verification success rate Number of users attempting to move money Number of verified accounts Transfers processed (Mobile; Other) Revenue for each transaction
Clients can increase speed and completion rate using IAV and IDV, resulting in more added users and increased revenue.
Completion rate of IAV/IDV Abandonment rate Completion rate of account opening/funding (by use case) Speed of connection to return data Time it takes to open an account Number of new accounts opened vs previous year (by month) Revenue added per user
Financial Wellness tools drive a higher adoption of digital channels, increase engagement, willingness to take additional products, and reduce customer attrition.
Adoption % (Also…) Engagement % (Also…) Time spent on digital channels Product and services cross sold to users Attrition or retention % Finstrong Score
2.
Loan decisioning algorithms are more effective when powered by MX data, resulting in more loan qualifications and new loans, without increasing the risk profile.
Number of loans opened Default risk on loans Revenue from loans
Scroll for more
Enhanced data provides users with better clarity into their transactions, which can reduce suspected fraud calls to the contact center.
Number of calls related to transactions Cost per call Transactions marked as suspected fraud Cost per transaction marked as fraud # of FTEs required to support the call center
Aggregation gives insight to held away accounts. This can be used to give targeted offers to capture new business and increase revenue.
Number and volume of aggregated accounts Successful connection rate % conversion of aggregated accounts Revenue increase from converted accounts
3.
Providing a better digital experience will increase users, engagement on digital channels, and customer satisfaction.
Net Promoter Score and/or CSAT (customer satisfaction) scores Number of users Engagement % Time spent on the digital channels
4.
Financial Feed Insights through Pulse can change a consumer’s behavior and get them to transfer money to savings, open up new products and services, and improve their financial health.
Amount of deposits moved to savings and what the financial impact is for the client. Number of products and services opened and revenue associated with those products. Financial Health Scores Engagement (e.g. Login #s, clicks, and time spent)
More connected accounts and enhanced data can power improved product and marketing segmentation, leading to greater product conversion.
Running dates for targeted campaigns Click through rates of targeted ads compared to non targeted ads Cost per Acquisition Number of accounts opened Revenue associated with accounts opened
MX’s solution allows organizations to increase speed-to-market and provide customers with personalized mobile banking experiences. This tool will increase the number of users, NPS, RDC and Bill Pay adoption, and increase overall engagement through the digital channels.
Downloads Number of users NPS and/or CSAT App store rating RDC and Bill Pay usage
Engagement % Time spent on the app Number of calls to the call center Transactions done in branch
Delivery Team
Jump through this course at anytime for a refresh or learn more about some of the other amazing teams at MX that are here to help you.
Meet more MX teams
Close this guide
Help improve MX Academy!
