• Deploy CRM configurations, project management systems, automation workflows, analytics dashboards and AI implementations while identifying business bottlenecks and designing solutions that streamline entire practices. • Solve challenges across CRM systems, Case Management, Data & Analytics, Automation and AI. • Build working relationships with clients and ensuring their high satisfaction & NPS. • Handle 1 to 4 client engagements at a time and own the full implementation.

Role Description The Implementation & Customer Success Manager plays a pivotal role in enhancing post-sales onboarding and customer engagement for Study Design products and services. This role ensures a seamless activation process and supports customers in realizing the value of data and platform capabilities. A deep knowledge of clinical trial protocols, analytics, and AI practices is essential. By collaborating closely with cross-functional teams, this role also influences key customer outcomes, aligning operational practices with business objectives for enhanced delivery and customer experience. - Partner with clinical, commercial, and product teams to define project scopes and deliverable plans. - Validate timelines, data inputs, and analytics prior to execution. - Lead comprehensive customer onboarding processes from planning to product adoption. - Guide customers on workflow integration and effective use of Study Design solutions. - Manage multi-workstream projects with detailed project plans and risk assessments. - Drive data onboarding and ensure the validation of workflow processes. - Establish governance and tracking methodologies for predictable execution. - Evaluate change requests and ensure scope integrity with client expectations. - Facilitate strategic partnerships for AI services and oversee integration activities. - Support sales processes by providing insights on delivery approaches and timelines. - Oversee operational initiatives for the Thought Leadership Council, ensuring effective engagement. Qualifications - Bachelor’s degree in relevant fields such as Healthcare Administration or Business. - 8+ years of experience in post-sales onboarding and customer engagement. - 5+ years in strategy consulting, clinical development, or customer management roles. - Demonstrated knowledge of clinical trial design and protocol complexity. - Professional experience with analytics, AI concepts, and data platforms like Databricks. - Proven ability to manage complex customer engagements across various functions. Benefits - Competitive salary ranging from $90,000 to $165,000 based on experience. - Potential eligibility for variable bonuses in addition to base salary. - Comprehensive health coverage and paid holidays. - Opportunities for professional development and career growth. - Inclusive and collaborative work environment fostering respect and diversity.

Role Description The Implementation Coordinator supports the onboarding and implementation of new client accounts in a fully remote call center environment. This position is a developmental role designed to learn all major functions of the Implementation Specialist position while assisting with implementation timelines, training logistics, documentation, readiness tracking, and communication across departments. The Coordinator works closely with the Implementation Specialist, Client Relations, Performance Development, Operations, and other internal teams to help ensure each implementation is organized, on schedule, and ready for a smooth transition into production. - Support the Implementation Specialist with new account onboarding and implementation activities from kickoff through account handoff. - Assist in coordinating implementation timelines, deliverables, follow-up items, and internal deadlines. - Help prepare, organize, update, and distribute training materials, job aids, account guides, scripts, and other implementation resources. - Coordinate virtual training schedules, meeting invitations, attendance tracking, and related implementation logistics for remote learners and internal stakeholders. - Maintain implementation trackers, training records, assessment results, completion logs, and other related documentation in an accurate and timely manner. - Document trainee grades, quiz results, completion data, and other implementation-related records in designated trackers, drives, or systems. - Support account readiness by helping track setup items such as access requests, logins, materials readiness, and other pre-launch needs; escalate issues as appropriate. - Help maintain version control for implementation documents, SOPs, checklists, training materials, and shared folders or drives. - Assist with process documentation, protocol organization, and account setup preparation to support a smooth implementation process. - Send follow-up communications, track open items, and help keep Client Relations, Performance Development, Operations, and other teams aligned on deliverables and deadlines. - Shadow implementation meetings, planning sessions, and training activities to build working knowledge of all major Implementation Specialist functions. - Assist with updates to account-specific content and support refresher training, continuing education, or implementation follow-up as assigned. - As skills develop, assist with leading portions of training, implementation tasks, or account transition activities under guidance. - Help monitor implementation progress and proactively raise concerns related to delays, missing information, readiness risks, or training issues. - Support successful handoff of newly implemented accounts to Team Leads, Performance Development team members, and Operations. - Cross-train in all major duties of the Implementation Specialist role with the expectation of progressively taking on increased responsibility over time. - Perform other duties as assigned based on department, client, and company needs. Qualifications - Strong communication and customer service skills. - Strong organization, follow-up, and time management skills. - Ability to coordinate multiple tasks, deadlines, and stakeholders at the same time. - Strong attention to detail and documentation accuracy. - Ability to learn new processes, systems, and implementation functions quickly. - Comfort working with internal teams and external contacts in a professional manner. - Receptive to feedback, coaching, and ongoing development. - Ability to adapt to change and shift priorities as business needs evolve. - Strong written communication, grammar, spelling, and data entry skills. - Intermediate Microsoft Office skills, including Word, Outlook, and PowerPoint; basic to intermediate Excel preferred. - Experience with virtual meeting platforms, shared drives, trackers, and training documentation is preferred. - Positive attitude, dependable attendance, accountability, and collaboration. Requirements - Associate degree in Communication, Business Administration, Education, Healthcare Administration, or a related field preferred. - 1–3 years of experience in administrative support, training coordination, onboarding, client support, project coordination, customer service, or call center operations preferred. - Prior healthcare, client service, training support, or implementation support experience preferred. - Experience in a remote workforce, virtual training environment, or call center setting is a plus. Benefits - Maintain confidentiality of company, client, employee, and patient-related information in accordance with company policy and applicable privacy and security requirements. - Handle implementation materials, training content, and access-related information with a high level of discretion and professionalism. Physical Requirements - While performing the duties of this job, the employee is frequently required to sit for extended periods of time and use hands to operate a computer, keyboard, phone, and other office equipment. - The employee must be able to communicate effectively, comprehend verbal and written information, and occasionally stand, walk, stoop, kneel, or crouch as needed. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Work Environment - Fully remote position requiring reliable high-speed internet and a professional home office or workspace suitable for virtual meetings and training support. - Must be comfortable supporting virtual training sessions, multiple systems, and frequent communication across departments in a fast-paced remote call center environment. - Must be able to work independently, remain organized, and manage competing priorities with limited direct supervision. - Role may require flexibility to support implementation training, launches, or account activity outside standard business hours based on client or operational needs. - Must be able to maintain professional working relationships with various personalities and adapt to changing priorities, timelines, and business demands. Disclaimer This job description may be revised, updated, or modified with or without notice based on department, client, or company needs.

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. Follow us on Glassdoor and Linkedin! The Technical Implementation Engineer is responsible for assisting in the configuration and integration of third party software applications within Alkami Digital Banking Solutions. As an instrumental component of our Money Movement team, the candidate will work closely with senior engineers and clients to ensure smooth implementation while troubleshooting reported issues. Develop strong working relationships with cross functional teams to help deliver Alkami product offerings. Essential Duties & Responsibilities - Hands on implementation and configuration of Alkami Banking Products; specifically on money movement (e.g., bill pay and card management). - Assist with client testing initiatives. - Manage specific client configurations. - Raise bugs or enhancement requests that are identified during implementation. - Assist the Client Services teams with more complex or escalated issues. - Collaborate with internal teams to provide technical background on configuration and requirements. - Participate in client and vendor meetings to understand business requirements. - Train end-users and ensure smooth transition to Alkami Banking Products. Recommended Experience & Education Minimum Years of Experience Typically requires a minimum of 2+ years of related experience. Education Level Relevant experience or equivalent education background. Knowledge, Skills, & Qualifications Required - 2+ years of software development or scripting experience (i.e., Python, PowerShell, C#, or Java); must demonstrate strong "programmer logic" including experience with data parsing, loops, and the ability to flowchart complex processes. - 2+ years of relational database experience (i.e., Postgres, MSSQL, MySQL); proficiency in writing raw SQL is required, specifically the ability to manually construct and explain complex JOIN statements without relying on GUI tools. - Strong sense of urgency and ownership to troubleshoot and drive unique technical challenges to completion. - Candidates are expected to have some work experience and foundational banking knowledge (e.g., GL codes, systems of record). - Good written and verbal communication skills. Preferred - Desire to continually learn and keep up-to-date with technologies - Comfortable suggesting and executing on ways to enhance efficiency and productivity - Experience working with financial or healthcare software products - Experience or working knowledge of application and/or environment problem solving The salary range for this position is: $80,000 - $100,000 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. 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. #LI-REMOTE J.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.