Client Success Analyst II

Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions.

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). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 17.5M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

Position Overview:

Alkami is seeking a Client Success Analyst II to support our customers and the Intake Success team. The Client Success Analyst will work as a liaison between external and internal stakeholders including but not limited to Technical Consultants, Project Managers, Customers, Sales and the Alkami Product team. We are looking for someone who is organized, flexible, possesses strong project coordination abilities, has great attention to detail and has an eagerness to learn and grow.

Client Success Analysts collaborate with both internal and external partners to understand and accurately assess Customer requests for intake. As the owner of Alkami's intake function, the Client Success Analyst will work cross-functionally to determine the best solution to address the Customer's product, feature or service request. The output of this intake function is a clear, documented project that will be executed and delivered by Alkami project teams. Additionally, Client Success Analysts will help to coordinate lower complexity Customer requests with the Technical Consulting team to deliver quick updates, changes, and feature enhancements.

Key Responsibilities & Duties:

• Build constructive working relationships with internal departments, such as Project Managers, Technical Consultants, the Alkami Product team and others to meet Customer goals and objectives.

• Build on and maintain a functional and technical understanding of Alkami products.

• Facilitate Customer requests with the Product team through user story creation and requirements gathering.

• Successfully manage incoming Customer requests to ensure proper understanding of need, and routing to appropriate teams for delivery.

• Ability to monitor, action, and drive tickets within JIRA.

• Show initiative to get action on projects/tickets and respond in a timely manner.

• Solution mindset with the ability to identify when there is a problem, and think of ways to create and execute solutions.

• Ability to recognize configuration change requests that can be routed for quick resolution (versus more complex changes requiring a project).

• Excellent organizational and time management skills.

• Self-starter and self-motivated.

• Ability to work cross-functionally and influence other organizations to act on behalf of Customer requests.

• Coordinates meetings with internal teams and Customers when needed.

• Maintain and update internal processes and documentation.

• Other duties as assigned.

Qualifications:

• Bachelor's degree in a similar field or equivalent experience.

• 2 years experience in a client facing role, or previous work experience in a similar position.

• Demonstrated ability to be organized, own projects and work independently.

• Ability to manage a large volume of requests from large and small Customers with different needs, and timelines and manage those expectations.

• Strong written and verbal communication skills.

Desired Skills:

• Advanced experience using Google Suite (Gmail, Google Calendar, Drive, Docs, Sheets, Slides, Forms etc.).

• Prior work experience with Jira and Confluence or similar ticketing system.

• Experience using and updating Salesforce.

• Previous work experience in a client-facing role or similar position.

• Knowledge of financial technology or technical bank operations experience.

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, 401k 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. [$65,400.00 - $98,100.00]

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.

#LI-REMOTE