Sr Client Success Manager II, Commercial Banking
Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.
Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.
As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.
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Essential Duties & Responsibilities
Provide strategic direction to clients on maximizing value through Alkami’s platform.
Create reports and presentations that showcase KPI improvements and the value clients are realizing through Alkami solutions.
Demonstrate thought leadership and collaborate with numerous internal teams to share insights and drive innovation.
Establish and maintain strong relationships at all levels of seniority within client organizations.
Provide product and strategic insights based on your direct experience working with clients.
Develop and execute comprehensive training initiatives to ensure clients are well-equipped to succeed with the platform
Lead client success initiatives for your accounts and across Alkami, ensuring high levels of client satisfaction and engagement.
Build strong relationships with executive influencers and decision-makers within client organizations, turning them into champions for Alkami.
Understand clients’ business challenges, goals, and industry trends, offering strategic consultation to help them achieve their business and digital objectives.
Clearly communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives that unite internal teams and clients around shared success goals.
Develop clear success plans that define client objectives and track progress to ensure clients achieve their desired outcomes.
Ensure clients are on track to derive maximum value from the Alkami platform, guiding them toward successful adoption and engagement.
Serve as an expert in helping clients meet their digital banking goals by leveraging the Alkami platform’s capabilities.
Master the Alkami platform to advise clients on how to optimize its use for their specific needs.
Collaborate effectively with cross-functional teams to drive client success, ensuring alignment and shared goals.
Advocate for client needs to internal leaders and departments, ensuring their voice is heard and their challenges are addressed.
Escalate critical client issues when necessary and mobilize internal resources to resolve them quickly and effectively.
Use data-driven insights to influence decisions and guide both clients and internal teams toward better outcomes.
Lead cross-functional initiatives that enhance the client experience, boosting client satisfaction and loyalty.
Monitor client health metrics and product engagement to proactively identify and mitigate risks.
Conduct regular business reviews to highlight successes and identify opportunities for growth and improvement.
Take on additional projects that contribute to building a strong Client Success culture across the team.
Be willing to travel up to 25% as needed to meet client and business requirements.
Required
3+ years of experience in consulting practices
4+ years of experience in Customer Success, Client Strategy, Digital Transformation, or B2B SaaS
Proven experience managing large, complex enterprise clients
Expertise in formal or informal project management
Strong background in SaaS implementations
Solid technical product knowledge
Preferred
History of working at or for a Bank in deposit operations, lending, or other back-office functions
Experience working with Banking core platforms (i.e., Silverlate, Premier, Precision, or DNA)
Knowledge of banking regulations and compliance obligations
Familiarity with banking ecosystems, industry products, and common 3rd party systems
Proven experience in leading digital transformation initiatives, ideally within the FinTech space
Preferred experience in Digital Banking and/or at a Financial Institution
Knowledge of bank operations, digital banking, and/or SaaS products
Proficiency using Customer Success software tools
Proficiency in developing and creating presentations using Google Slides
Experience with SaaS applications
Familiarity with financial technology or technical banking operations
Cool Things to Know
Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.
Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.
Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.
Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.
The Important Stuff
Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.
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