Manager, Customer Success, Banking

Alkami Technology is a leading cloud-based digital banking solutions provider for financial institutions in the United States. The Manager of Customer Success will lead a team of Client Success Managers to deliver exceptional client experiences and drive customer satisfaction through effective management and strategic advisory roles.

Responsibilities:

• Work very closely with our cross functional partners in sales, services, support, product, marketing, legal and accounting to ensure smooth functioning of the business to meet our shared goals with clients
• Help build the operational rigor on the team, coach the team, build key relationships with other Alkami leaders, and improve the overall client success experience
• Participate and lead key items on our weekly, monthly and quarterly team meetings and training
• Measure, and analyze Key Performance Indicators to drive to what success looks like
• Be an expert on best practices that drive success outcomes through effective customer management
• Find ways for CSMs to deeply understand our customers’ objectives and become a strategic advisor
• Co-own how to define, drive, and demonstrate the value (ROI) delivered within your book of business
• Be an expert with driving high levels of customer satisfaction and a great experience, preferably with Digital Bank Conversations and deployments of Digital Banking Platforms
• Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
• Manage regional lifecycle processes within the team such as voice of customer touch points, exec sponsor program, reference and advocacy, risk management, value frameworks, etc
• Help foster company-wide culture of Customer Success
• Drive alignment with regional sales leadership and client sales executives
• Confident taking ownership of important decisions in the absence of leadership
• Confident dealing with a fast-paced platform with regular changes
• Verified outcomes
• Value delivered
• Habits / product adoption metrics
• Referenceability / advocacy
• Customer NPS
• Employee NPS / team member satisfaction
• Competency and knowledge expertise within team around deploying digital banking platforms
• Competency and knowledge expertise within team around the Alkami platform
• Create culture of customer delight
• Set expectations on performance and give feedback
• Set up training and mentoring to grow team
• Communicate and incentivize to drive high performance
• Manage out underperformers
• Experience setting and managing Key Performance Indicators and growth plans for team members
• Data-driven decision maker
• Own ensuring you can continuously communicate metrics to stakeholders weekly
• Identify opportunities for continuous improvement & work effectively with CSSO leadership team members to drive process improvements and operational efficiencies
• Ensure customer success is our company’s single source of truth for customer health
• Promote adoption of key processes in Alkami
• Set goals, track and use dashboards to measure customer success

Requirements:

• 10+ years of experience in a similar role within a Client Success team and/or Alkami Client Success experience
• Ability to manage projects independently
• Ability to interact and manage expectations of complex clients successfully
• Experience with and an understanding of SaaS Enterprise lifecycles and software development
• Effectively implementing client playbooks and activation strategies
• Experience driving efficiencies and undergoing significant scaling of an organization
• Ability to work autonomously with a reliance on asynchronous communication
• Ability to calmly handle pressure situations at all times
• Exceptional organizational skills with the ability to analyze and identify efficiency opportunities and create effective strategies to implement those efficiency needs
• Manage requests from multiple Client Success Managers
• Strong written and verbal communication skills
• Hands-on experience using and updating Salesforce
• Hands-on experience using Google Suite (Gmail, Google Calendar, Drive, Docs, Sheets, Slides, Forms etc.)
• 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
• Experience with Digital Bank Conversations, deployments of Digital Banking Platforms