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Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.
• 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.

Benefits

• Remote-first environment.
• Unlimited paid time off.
• 401(k) with employer match.
• Diverse and inclusive culture.

Salary

The salary range for this position is: $124,000 - $137,000.

Company Description

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.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth.