Alkami Technology

Role Description The Client Success Team is central to Alkami's mission, supporting clients throughout their journey and ensuring they derive maximum value from our products and services. We are currently seeking a driven and passionate Senior Client Success Manager to join our team and play a key role in driving client satisfaction, renewals, and account growth. As a Senior Client Success Manager, your success will be measured by client retention and expansion of their engagement with Alkami. You will excel in this role if you have: - Exceptional organizational skills to manage competing priorities. - Excellent communication abilities to build strong relationships. - A genuine empathy for client needs. - Resourcefulness in solving challenges. - Commitment to ensuring that our clients achieve their goals. Essential Duties & Responsibilities: - Lead client success efforts for your accounts and across Alkami. - Build strong relationships with executive influencers and decision-makers within client organizations, converting them into Alkami champions. - Understand clients’ business challenges, goals, and industry trends, and provide strategic consultation to help them achieve their business and digital goals. - Clearly articulate and communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives and uniting internal teams and clients around shared goals for success. - Create clear success plans that define client objectives and track their progress. - Ensure clients are on track to derive value from the Alkami platform. - Serve as an expert on helping clients achieve their digital banking goals using the platform. - Master the Alkami platform to advise clients on maximizing its use and capabilities. - Collaborate effectively across departments to drive client success. - Advocate for client needs to internal leaders and departments. - Escalate critical client issues and mobilize internal resources to resolve them. - Use data to influence decisions and guide both clients and internal teams. - Develop cross-functional initiatives that enhance the client experience, driving satisfaction and loyalty. - Monitor client health metrics and product engagement, identifying and addressing risks early. - Conduct regular business reviews to celebrate successes and identify growth opportunities. - Take on additional projects that contribute to fostering a Client Success culture across the team. - Be open to travel up to 25% as needed. - Perform other duties as assigned. Qualifications - 5+ years of relevant experience in Client Success, with a proven track record of managing client relationships and driving account growth. - Bachelor’s degree in Business, Marketing, Finance, or a related field (or equivalent work experience). Requirements - Experience in Financial Services, particularly working with financial institutions. - Proven ability to stay organized, take ownership of projects, and work independently. - Strong ability to manage multiple priorities effectively. - Excellent verbal and written communication skills. - Experience using and updating Salesforce and/or Gainsight. - Willingness and ability to travel up to 25%. Benefits - Remote-first environment. - Unlimited paid time off. - 401(k) with employer match. - Diverse and inclusive culture. Company Description Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth. We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds.

• Serve as the primary Client Success point of contact for new Segmint Data & Marketing clients from kickoff through go-live and early adoption, including ownership of a secondary book of business demonstrating overall solution value ROI. • Partner closely with Implementation, Data Integration, and other internal teams to coordinate client success deliverables. • Lead or co-lead client kickoff and discovery sessions to clarify objectives, use cases, marketing programs, and success criteria. • Track and communicate status, risks, and next steps with both clients and internal partners to keep onboarding and client adoption on schedule. • Validate that key elements of the client environment (data feeds, configurations, user access, initial campaigns, etc.) are in place prior to training and go-live. • Collaborate with Implementation and technical teams to confirm readiness for production launch and mitigate risks before go-live. • Develop and deliver structured training sessions for client stakeholders (admins, marketers, analysts, day-to-day users) tailored to their use cases including how-to guides and best-practices checklists. • Host office hours, Q&A sessions, and working sessions to reinforce learning, answer questions, and demonstrate practical workflows in the platform. • Assess client checkpoints using the data and marketing platform to drive self-sufficiency and reduce reliance on ad hoc help. • Monitor product engagement and early health metrics for new clients, using data to identify adoption gaps, risks, and “quick win” opportunities. • Guide clients through initial campaign setup and activation, ensuring efforts align with their marketing strategies and measurable goals. • Conduct early-stage check-ins that connect platform usage to emerging value, reinforcing ROI and next-step priorities. • Prepare a concise but complete transition package for the long-term Strategic/Senior CSM (e.g., key contacts, objectives, current campaigns, strategy, risks, and “path to green” actions). • Lead or participate in a formal handoff meeting that includes the client and the receiving CSM, clearly explaining roles, expectations, and upcoming milestones. • Maintain accurate, up-to-date records of onboarding history, decisions, and success plans in Customer Success tools (e.g., Gainsight, Salesforce, Jira). • Contribute feedback and insights to refine onboarding playbooks, templates, and standard operating procedures for the Data & Marketing solution including collaboration with internal teams to improve the end-to-end onboarding and adoption experience. • Participate in internal initiatives that increase scalability, reduce time-to-value, and strengthen the overall Client Success motion. • Be willing to travel up to 25% as needed to meet client and business requirements.

• Own and execute strategic initiatives that improve client health, retention, and growth across Alkami's FI portfolio • Partner with Customer Experience and Product leadership to define and prioritize the initiatives that drive digital adoption and value realization • Identify patterns and insights across the FI base (e.g., core, segment, lifecycle stage) to inform scalable digital products/solutions • Drive cross-functional alignment across implementations, support, training, and customer success, and advocacy to deliver a seamless, product-driven, end-to-end customer experience journey • Establish product governance, operating cadence, and reporting to provide visibility into roadmap progress, risks, and impact • Leverage data (NPS, CES, adoption metrics, support trends, and product telemetry) to prioritize initiatives and measure success • Design and integrate AI capabilities into the products being built — advancing Alkami's AI-first strategy and creating durable competitive advantages for FI clients • Create and own a CXG product roadmap that translates Alkami's strategy into actionable digital experiences that improve time-to-value, engagement, and platform utilization • Serve as a central owner of strategic, complex, multi-team initiatives impacting the Customer Experience organization — prioritizing work in order to maximize outcomes • Support executive communications by building clear narratives around customer outcomes, product direction, performance, and strategic progress.

• Meet with clients both in-person and virtually to define solution dependencies and transform business practices in accordance with software design. • Identify technical challenges and provide recommendations for improvement, focusing on client satisfaction and efficiency for both Alkami’s FinTech multi-tenant model and in-house clients. • Conduct application demonstration and discovery sessions to refine business and technical software requirements after contract execution. • Anticipate and raise project, business, and technical issues to the appropriate resources and actively participate in their resolution. • Work directly with third party vendors to resolve integration and design issues with various external systems. • Work closely with Development, Configuration, and PM resources to resolve complex technical integrations related to ongoing projects. • Provide technical support to dedicated Support resources to upgrade and troubleshoot systems and environments as needed. • Share guidance, knowledge, skills, and experiences with team members, provide technical leadership, and update internally-maintained knowledge repository. • Audit client environments and oversee the launch of Alkami products and solutions. • Create and manage documentation and toolsets for the scalability of the Technical Consulting organization.

• Strategically identify, qualify, and close 6-figure+ deals with C-level executives • Navigate complex sales cycles and manage stakeholder environments • Develop and nurture key relationships with clients • Maintain a robust sales pipeline and achieve sales quotas

• Guide financial institution clients toward measurable business outcomes by leading value-based engagements such as assessments, platform reviews, and outcome alignment sessions. • Translate client business objectives into actionable recommendations by analyzing platform usage, performance data, benchmarks, and industry trends. • Develop clear value narratives by connecting Alkami platform capabilities to client priorities, financial impact, and operational efficiency. • Independently manage end-to-end value consulting engagements by planning scope, executing analyses, and delivering high-quality client-ready outputs. • Present insights and recommendations to client stakeholders by delivering compelling, data-backed presentations and consultative discussions. • Support account strategy and commercial motions by contributing value perspectives to renewals, expansions, and strategic account planning. • Partner cross-functionally with Sales, Customer Success, and Relationship Management by aligning on customer goals, engagement timing, and success measures. • Identify opportunities for increased adoption and optimization by benchmarking clients against peers and best practices. • Apply sound judgment to ambiguous or complex client scenarios by adapting established value frameworks and approaches as needed. • Document engagement outcomes and insights by producing clear deliverables that reinforce Alkami’s value messaging and recommended next steps. • Provide feedback to internal teams by sharing recurring client insights that inform product direction, messaging, and go-to-market strategies. • Maintain deep knowledge of Alkami’s platform and the digital banking landscape by staying current on product capabilities, releases, and market trends. • Serve as a role-model consultant by demonstrating strong executive presence, analytical rigor, and customer-first mindset in all engagements.

• Lead client success efforts for your accounts and across Alkami • Build strong relationships with executive influencers and decision-makers within client organizations, converting them into Alkami champions • Understand clients’ business challenges, goals, and industry trends, and provide strategic consultation to help them achieve their business and digital goals • Clearly articulate and communicate a compelling vision and roadmap to align stakeholders, driving strategic initiatives and uniting internal teams and clients around shared goals for success • Create clear success plans that define client objectives and track their progress • Ensure clients are on track to derive value from the Alkami platform • Serve as an expert on helping clients achieve their digital banking goals using the platform • Master the Alkami platform to advise clients on maximizing its use and capabilities • Collaborate effectively across departments to drive client success • Advocate for client needs to internal leaders and departments • Escalate critical client issues and mobilize internal resources to resolve them • Use data to influence decisions and guide both clients and internal teams • Develop cross-functional initiatives that enhance the client experience, driving satisfaction and loyalty • Monitor client health metrics and product engagement, identifying and addressing risks early • Conduct regular business reviews to celebrate successes and identify growth opportunities • Take on additional projects that contribute to fostering a Client Success culture across the team

• Own the end-to-end implementation experience for banks and credit unions • Lead enterprise implementations from kickoff through launch • Develop and manage comprehensive project plans, timelines, and risk mitigation strategies • Drive accountability across internal and external stakeholders • Orchestrate cross-functional collaboration across Product, Engineering, and delivery partners • Translate technical requirements into clear, actionable guidance • Identify and proactively mitigate implementation risks

• Working with Product Engineering teams to deliver functional requirements and ensure features are built to specifications • Write and review code, debug complex issues, design and evolve APIs, and deliver scalable platform services. • Lead, mentor, and inspire a team of software engineers, providing guidance, support, and feedback to foster their professional growth and development. • Build architecture design, ensure the quality of architecture and design of systems, influence product roadmap, introduce new technologies and take ownership and responsibility over new projects. • Partner with Product, Security, Architecture, and Operations to align engineering execution with business outcomes. • Identify bottlenecks, reduce technical debt, and drive scalability, resilience, and cost-efficiency. • Define and track KPIs (deployment frequency, MTTR, test coverage, SLA adherence); balance speed with quality, improve and maintain the team’s Say/Do ratio by managing resource allocation, workload distribution, and project priorities to ensure timely delivery of high-quality software solutions. • Maintain a deep understanding of software development technologies, trends, and best practices and provide technical guidance and expertise to the team. • Oversee and manage on-call incidents, including troubleshooting and resolving critical disruptions to ensure minimal downtime around the functionality of your team. • Drive the adoption of modern development practices, tools, and frameworks to improve productivity and product quality. • Promote a culture of collaboration, accountability, and continuous learning within the team. • Champion innovation and experimentation, encouraging team members to explore new technologies and approaches to solving complex problems.

Role Description Be the primary point of contact for our customers. Your primary responsibilities will include: - Addressing customer inquiries - Resolving complex technical issues - Ensuring a positive customer experience You will work closely with other team members and departments to provide timely and accurate solutions. This Technical Support Specialist role is a great opportunity to come in early and make a large impact at MANTL. The role provides the basis for many growth opportunities within the company, such as potential moves into software engineering. Qualifications - 2+ years of technical support experience - Experience performing bug/incident investigation and impact/root cause analysis using relational database technologies such as PostgreSQL - Ability to write basic SQL e.g. insert, update - Excellent verbal and written communication skills, both internal and client-facing - Experience using browser console technologies such as Chrome dev tools - A true problem solver that uses broad thinking to strategically develop solutions - Ability to learn and understand complex software tools - Familiarity with Zendesk Requirements - Strong sense of urgency - Customer obsessed! - Passion for learning and developing - Energized by solving complex problems - Effective communication skills both internally and externally Benefits - Remote-first environment - Unlimited paid time off - 401(k) with employer match - Diverse and inclusive culture - Fun work environment Salary The salary range for this position is: $97,000 - $110,000 Work Authorization We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment. Company Description Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. 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). 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.