Manager, Customer Success, Banking

Alkami Technology•Bentonville, AR

1d•$148,000 - $165,000•Remote

About The Position

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. Follow us on Glassdoor and Linkedin! 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 regional manager for our Client Success team. Reporting to the Vice President Customer Engagement, Strategy and Operations, you will own a regional book of business and manage a team of CSMs to deliver exceptional client experiences and work closely with your regional sales leader to be accountable for the overall success of the region.

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.)

Nice To Haves

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

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