Customer Success Associate
About The Position
Narmi is how community financial institutions unlock the very latest capabilities in digital banking and account opening - so they can move faster, tap new growth opportunities, and be where banking is going. Since our founding, Narmi has enabled the movement of billions of dollars and the opening of hundreds of thousands of accounts for banks and credit unions across the US. As a result, our customers have seen meaningful increases in deposits, revenues, and happy customers. In fact, one of the first financial institutions to leverage Narmi was recognized by Bankrate and NerdWallet for providing the #1 digital experience for a bank or credit union in the US. About the Customer Success (General Management) Team: The General Management team is responsible for managing our relationships with financial institutions across their implementations, go-live processes, and in perpetuity thereafter. Customers are the lifeblood of Narmi, and our team is filled with product-obsessed colleagues looking to delight customers throughout the Narmi customer journey. Our team puts customers at the heart of everything we do and is always looking for ways to maximize the value of their relationships with Narmi. What you'll do: Support the General Manager in overseeing customer relationships Assist with strategic planning to deepen existing customer relationships Coordinate process improvements across product, engineering, operations and sales Act as the customer's champion at Narmi and approach the role with an execution-first mentality Work cross functionally as part of a pod to ensure that the customer is delighted with the implementations process and post go-live experience Meet with customers to understand their biggest pain points and develop relationships with internal and external stakeholders Help manage upsell processes and procedures Assist with Narmi's monthly release process and manage communication with customers Troubleshoot customer issues and ensure speedy resolution Work with internal partners to translate customer feedback into specific product requirements and enhancements
Requirements
- 3+ years of experience in client management, customer success, or product management
- Comfort interacting with both internal and external stakeholders, while retaining a focus on executing for Narmi's customers
- Outstanding communication skills; with comfort presenting to and influencing a range of stakeholders at large enterprise organizations
- Excellent organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously
- Experience working in a high growth environment and dealing with ambiguity
- Ability to prioritize tasks to ensure customers' objectives are met
- Strong interest in B2B FinTech or prior experience in digital banking/digital account opening
- A proactive, roll-up-your sleeves approach to accomplishing tasks
- An extremely high level of honesty, empathy and integrity
Nice To Haves
- Experience working with financial institutions in a digital capacity is desirable
Responsibilities
- Support the General Manager in overseeing customer relationships
- Assist with strategic planning to deepen existing customer relationships
- Coordinate process improvements across product, engineering, operations and sales
- Act as the customer's champion at Narmi and approach the role with an execution-first mentality
- Work cross functionally as part of a pod to ensure that the customer is delighted with the implementations process and post go-live experience
- Meet with customers to understand their biggest pain points and develop relationships with internal and external stakeholders
- Help manage upsell processes and procedures
- Assist with Narmi's monthly release process and manage communication with customers
- Troubleshoot customer issues and ensure speedy resolution
- Work with internal partners to translate customer feedback into specific product requirements and enhancements
Benefits
- In addition to base salary, you will receive an equity option grant, and are eligible for performance-based cash and equity bonuses.
- You will also receive a full benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Publishing Industries
Education Level
No Education Listed
Number of Employees
101-250 employees
