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 (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 18.1M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

Position Overview:

As a critical enabler of our customer-facing teams, the Customer Lifecycle Manager will focus on ensuring a company-wide customer success approach in the post-marketing phases of the Alkami customer lifecycle. This role is responsible for implementing frameworks and governance processes that enable standardized Customer Experience Group (CXG) success and service delivery. Leveraging strong program management and customer relationship skills, this role will help to execute “programs that cultivate” and “processes that facilitate” customer reference and advocacy that leads to customer retention, including Alkami’s Customer Reference Program, Voice of the Customer Program, and Customer LifeCycle Program.

Key Responsibilities & Duties:

Manage the programs that bring our customer’s successes and thought-leadership to the market through compelling, competitive-differentiating customer references, stories, and related assets, including the following:

• Customer Reference Program
  • Manage the Customer Reference Program end-to-end and organize, communicate, plan, and deliver the reference and engagement program working extremely collaboratively with the sales and success teams
  • Grow, and manage a healthy community of review customers in a way that respects our customer’s time and effort, while enhancing the positive impact of their engagement to them, their organization and Alkami
• Build the reference database to ensure all reference needs are anticipated and met, including the compilation and ongoing management of the Customer Asset and Reference Activity inventory
• Own reporting of the reference program and its impact on win rates, customer reference metrics/goals/benchmarks and track/report progress against them
• Effectively communicate and liaise between customers and the rest of the organization
• Voice of the Customer Program
  • Provide project management, technical, and analytical support for CX initiatives
  • Curate and build the customer profile to put structure and consistency to customer and descriptive data
  • Build the approach on identifying key operational and usage data that should be associated with the collected insights; facilitate cross-functional experience mapping efforts identifying customer challenges and opportunities
  • Collaborate with stakeholders to create and manage the appropriate outward flow of feedback by working to close both the micro (inner) and macro (outer) feedback loops
  • Leverage multiple data sources to create compelling reports, insights and succinct updates for a broad audience of senior executives, frontline associates, and other targeted audiences
  • Support survey design, stakeholder management, and navigate compliance and procedural bottlenecks
  • Manage technical vendors and translate business needs for administration of CX reporting platform
• Customer Lifecycle Program
  • Support the execution of a company-wide customer success approach by applying frameworks and governance processes throughout the customer lifecycle
  • Monitor KPIs to evaluate customer momentum through the lifecycle
  • Help identify and report on root causes of customer escalations or experience issues that delay or hinder momentum through the lifecycle
  • Partner with Client Success and Sales to oversee and audit the executive sponsorship program
  • Partner with stakeholders to monitor frameworks that prioritize customer-facing changes by incorporating customer feedback and desired business outcomes; leverage thoughtful change management methodologies to ensure stakeholder readiness and alignment
  • Leverage customer lifecycle and journey maps to understand customer impact of proposed changes

Qualifications:

• Bachelor’s degree for an accredited 4-year university in business, technology or related field, or an equivalent of professional experience of 5 years in a related role
• Proven project management success, particularly those that are complex and require cross-functional partnership
• Exceptional ability to understand the client journey, and demonstrated capability to build client relationships, customer lifecycle mapping, and ability to effectively lead customer reference strategies and tactics
• Data-driven, analytical, and solutions-oriented mindset and ability to synthesize information to identify themes, trends, and solution accordingly
• Demonstrates professional, articulate communication skills, both verbal and written, to internal and external stakeholders
• Action-oriented leader who takes initiative and uses problem solving skills to create effective solutions and outcomes

Desired Skills:

• CXPA or XMI certification
• PMP or similar certification
• 3 years managing internal change initiatives
• 2 years in customer experience related roles
• Experience in working in B2B SaaS
• Working knowledge of Software Development Lifecycle
• Knowledge of traditional agile methodologies, including Scrum, Waterfall, or Kanban

Cool Things to Know

Not 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. [$87,530.00 - $119,811.00]

The Important Stuff

Alkami 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.

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