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 18.6M users.As a remote-first company, this position can sit in Plano, TX or remote in the US.Follow us on Glassdoor and LinkedIn!Position OverviewAlkami 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• Ability to take a process and work with management to suggest modifications focusing on client satisfaction and efficiency• Excellent organizational and time management skills.• Excellent problem solving and decision-making skills.• Ability to perform successfully in a high-pressure, fast-paced work environment.• Ability to work independently with little direction.• Careful attention to detail in all aspects of the jobDesired Skills:• 3+ years of experience in a related function. Direct customer advocacy and engagement experience or professional services functions in Fortune 1000, mid-tier, and/or start-up companies.• Successfully managed customer engagements to completion and customer satisfaction.• Ability to grasp customers’ needs and suggest timely solutions• Knowledge of SQL, HTML, App and Web tiers.• Incident Management experience.• Previous work experience with the banking and financial industry.Cool Things to KnowNot Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington. [86,028 - 113,562]The Important StuffAlkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.#LI-REMOTEJ.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.