Senior Client Success Manager II, Commercial Banking

Role Overview

• 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.

Requirements

• 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.

Benefits

• unlimited paid time off
• 401(k) with employer match
• remote-first environment