Client Strategy Analyst

Prelim•Boston, MA

3d•$130,000 - $140,000•Remote

About The Position

Prelim is modernizing how financial institutions onboard and serve their customers. Our platform powers critical banking operations for institutions across the world, from community banks to multi-billion dollar financial institutions. We're a fast-growing, remote-first startup on a mission to make banking more accessible for everyone. We’re looking for a Client Strategy Analyst to support our growing portfolio of live banking clients. In this role, you’ll act as a trusted partner to financial institutions after they go live, helping them successfully operate, troubleshoot, and scale their use of the Prelim platform. This role sits at the intersection of customer success, problem-solving, and internal coordination. You’ll work closely with bank stakeholders, as well as Prelim’s product, engineering, and sales teams.

Requirements

Exceptional customer-facing instincts and the ability to manage multiple stakeholders effectively
Strong analytical aptitude and a structured approach to diagnosing and solving problems
Technical skills in a scripting language
Grace under pressure, you stay calm during escalations or high-stakes customer situations
Excellent written and verbal communication skills, especially when explaining complex topics to non-specialist audiences
Strong organizational skills and comfort managing multiple priorities and accounts
Proactive mindset, you identify and address issues before they become problems
Genuine care for customers and willingness to go above and beyond
Legally authorized to work in the United States and located within the continental United States

Responsibilities

Manage a portfolio of live banking clients as their trusted partner after go-live
Conduct regular check-ins and maintain strong relationships with stakeholders from bank operations staff to executives
Develop and maintain customer workflows & configurations to align with each institution's goals
Handle support escalations, troubleshoot platform issues, and make adjustments on live calls with financial institutions
Partner closely with product and engineering teams to investigate bugs, advocate for customer needs, and communicate resolution timelines
Manage support ticket flow to ensure timely resolution of customer issues
Educate and enable bank employees on platform capabilities and best practices during and after implementation
Step in to support strategic implementations during resource crunches, helping with configuration and project management
Analyze, synthesize, and communicate product releases to customers
Navigate complex customer relationships and de-escalate high-stakes situations while protecting the team