Technical Account Manager II

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.

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Alkami is looking for a talented professional that has a passion for account management, attention to detail and customer-facing experience with exceptional relationship building skills to oversee and address our customers’ technical needs. This position will report into the Alkami Delivery division and be responsible for managing customer priorities by being a client advocate within Support (client change requests, escalations, Incident management collaboration). Successful candidates must have ownership to drive client identified priorities to completion, be dependable and be successful in a collaborative environment. Communication skills are critical as well as the ability to quantify and manage all aspects of the client relationship, balancing both client and internal team objectives.

Key Responsibilities & Duties

• Track and manage prioritized incidents and customer escalated issues.

• Ensure frequent communication to customers on status, issues and risks to project stakeholders.

• Maintain meeting minutes, meeting agendas and key customer communication archives.

• Build strong relationships and implicit trusted accountability with Key clients.

• Schedule and conduct client meetings to build relationships and positively improve our customer’s client satisfaction within Support.

• Be the primary point of contact for all Key client inquiries.

• Work closely with Product Teams and Support Engineers to resolve complex issues reported by our customers.

• Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues.

• Host recurring customer conference calls to drive project execution; travel onsite to assigned customer facilities when necessary.

Qualifications:

• At least 5 years of experience in a technology-based account management, client service, or business operations role OR at least 5 years of experience in a technical support role with a strong passion and desire to move to a client service role.

• Excellent problem solving abilities.

• Superior written/verbal communication and presentation skills including strong negotiation and persuasion skills.

• Related experience that demonstrates the potential to fulfill the role, with an emphasis on high-level communications with demanding individuals, impeccable organization in the face of a complicated set of responsibilities, and the ability to interface effectively between disparate groups (e.g. technicians and non-technical client executives).

• Prior work experience with Jira and Confluence.

• Must be customer service oriented and believe in teamwork, collaboration, adaptability & initiative.

• Experience using Microsoft Office Suite including, MS Excel and MS Word.

• Experience using Google Drive including Google Docs and Google Sheets.

• Willingness to travel periodically based on customer and business needs.

• Experience managing tickets and backlog

• Abilit