Sr. Client Success Manager I

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 18.1M users.

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

Position Overview:

The Client Success Team is at the heart of Alkami. We assist clients throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, recommend solutions to the challenges they face. We are looking for a passionate person to join our team and have a huge impact on client satisfaction and renewals. We have impressive members on this team, and are always looking for more amazing talent!

You will know you are doing an extraordinary job when your clients renew and expand their usage of Alkami. You have excellent organizational skills to juggle multiple priorities and are an excellent communicator who empathizes with your clients. You are resourceful when facing challenges, and refuse to give up until our clients succeed.

Responsibilities & Duties:

• Drive Client Success with your accounts and throughout Alkami

• Develop relationships with influencers and decision makers in a client organization and convert them into Alkami champions

• Handle a portfolio of 15-20 client accounts

• Understand clients' business challenges, their goals and industry trends and consult with clients to help them achieve their business goals and digital strategy.

• Establish success plans that clarify client goals and enable them to measure their progress

• Ensure they are on track to get value from the Alkami platform

• Be an expert on helping them achieve their digital banking goals through the platform

• Be an expert on the platform and be able to advise clients on how to fully utilize the platform

• Collaborate cross-functionally

• Advocate for the needs of clients to leaders in different departments

• Raise critical client concerns internally and mobilize resources to resolve issues

• Be data driven with Clients and internally. Be able to influence and persuade with data

• Develop cross-functional initiatives that will improve the overall client experience and lead to greater satisfaction and loyalty among our clients

• Monitor client Health Metrics

• Monitor product engagement and intervene as early as possible when risks and problems arise

• Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth

• Be able to take on extra projects that help drive the entire team forward in fostering a Client Success culture

• Be willing to travel up to 25%

• Other duties as assigned

Qualifications:

• 5+ years of related Client Success experience

• Financial Services experience, especially working with financial institutions

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

• Ability to manage multiple priorities

• Strong verbal and written communication skills

• Ability to travel up to 25%

Desired Skills:

• Digital Banking experience is preferred

• Understanding of bank operations, digital banking, and/or software (SaaS products)

• Experience using and updating Salesforce

• Experience developing and creating presentations using Google Slides

• Knowledge of financial technology or technical bank operations experience

• Experience with SaaS applications

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. [100,000-148,000]

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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