Sr. Client Success Manager II

Alkami Technology•Bentonville, AR

1d•Remote

About The Position

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. Founded in 2009, Alkami continues to be recognized for its intentional culture and tremendous growth. As a remote-first company, most positions can be remote in the US. The Client Success Team at Alkami is dedicated to supporting clients throughout their journey, ensuring they achieve maximum value from our innovative products and services. As a Strategic Client Success Manager, you will be the primary consultative partner for key clients, offering strategic guidance and tailored solutions to address their unique challenges. Your role will involve driving client satisfaction, fostering deep relationships, and helping financial institutions transform through the application of Alkami’s solutions. If you're passionate about creating value with a solutions-driven approach and guiding clients toward success, you are encouraged to apply.

Requirements

3+ years of experience in consulting practices
4+ years of experience in Customer Success, Client Strategy, Digital Transformation, or B2B SaaS
Proven experience managing large, complex enterprise clients
Expertise in formal or informal project management
Strong background in SaaS implementations
Solid technical product knowledge

Nice To Haves

Proven experience in leading digital transformation initiatives, ideally within the FinTech space
Preferred experience in Digital Banking and/or at a Financial Institution
Knowledge of bank operations, digital banking, and/or SaaS products
Proficiency using Customer Success software tools
Proficiency in developing and creating presentations using Google Slides
Experience with SaaS applications
Familiarity with financial technology or technical banking operations

Responsibilities

Provide strategic direction to clients on maximizing value through Alkami’s platform.
Create reports and presentations that showcase KPI improvements and the value clients are realizing through Alkami solutions.
Demonstrate thought leadership and collaborate with numerous internal teams to share insights and drive innovation.
Establish and maintain strong relationships at all levels of seniority within client organizations.
Provide product and strategic insights based on your direct experience working with clients.
Develop and execute comprehensive training initiatives to ensure clients are well-equipped to succeed with the platform.
Lead client success initiatives for your accounts and across Alkami, ensuring high levels of client satisfaction and engagement.
Build strong relationships with executive influencers and decision-makers within client organizations, turning them into champions for Alkami.
Understand clients’ business challenges, goals, and industry trends, offering strategic consultation to help them achieve their business and digital objectives.
Clearly communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives that unite internal teams and clients around shared success goals.
Develop clear success plans that define client objectives and track progress to ensure clients achieve their desired outcomes.
Ensure clients are on track to derive maximum value from the Alkami platform, guiding them toward successful adoption and engagement.
Serve as an expert in helping clients meet their digital banking goals by leveraging the Alkami platform’s capabilities.
Master the Alkami platform to advise clients on how to optimize its use for their specific needs.
Collaborate effectively with cross-functional teams to drive client success, ensuring alignment and shared goals.
Advocate for client needs to internal leaders and departments, ensuring their voice is heard and their challenges are addressed.
Escalate critical client issues when necessary and mobilize internal resources to resolve them quickly and effectively.
Use data-driven insights to influence decisions and guide both clients and internal teams toward better outcomes.
Lead cross-functional initiatives that enhance the client experience, boosting client satisfaction and loyalty.
Monitor client health metrics and product engagement to proactively identify and mitigate risks.
Conduct regular business reviews to highlight successes and identify opportunities for growth and improvement.
Take on additional projects that contribute to building a strong Client Success culture across the team.
Be willing to travel up to 25% as needed to meet client and business requirements.