• Manage a portfolio of live banking clients as their trusted technical partner after go-live • Conduct regular check-ins and maintain strong relationships with stakeholders from bank operations staff to executives • Configure and maintain customer workflows & configurations • 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 • Train bank employees on platform usage and best practices during and after implementation • Step in to support implementations during resource crunches, helping with configuration and project management • Review, document, and communicate product releases to customers • Navigate difficult customer relationships and de-escalate tense situations while protecting the team