Manager, Customer Success, Banking

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. Alkami's Mobile App Platform has been certified by J.D. Power for providing clients with "An Outstanding Mobile Banking Platform Experience."

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 19.5M users.

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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Roll out the Red Carpet! You will lead a team of Client Success Managers who are product experts and value consultants that deliver one-on-one highly personalized and proactive experiences for customers. We are seeking a talented and dynamic manager for our Client Success team. Reporting to the Director of Client Success Management, you will manage a team of CSMs to deliver exceptional client experiences and work closely with sales leaders to be accountable for the overall success of the client portfolio. Essential Duties & Responsibilities

Regional Team Management and Leadership

• 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

Drive Verified Outcomes and Value for customers

• 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

Optimize the customer journey for the region's Red Carpet Success Customers

• 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

Own key metrics for your team

• 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

Mentor, Coach and inspire a world-class team

• 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

Achieve process, operational and organizational excellence

• 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

Required

• 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.)

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
• Experience with Digital Bank Conversations, deployments of Digital Banking Platforms

The salary range for this position is: $148,000 - $165,000

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.

#LI-REMOTE

J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.