Technical Account Manager II

Alkami Technology - Plano, TX

Full-time - Mid Level

Remote - Plano, TX

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager II at Alkami is responsible for overseeing and addressing the technical needs of clients, ensuring their satisfaction and successful engagement with Alkami's digital banking solutions. This role involves managing customer priorities, advocating for clients within the support team, and maintaining strong relationships with key clients. The position requires excellent communication skills, problem-solving abilities, and a collaborative approach to drive client satisfaction and project execution.

Responsibilities

• 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.

Requirements

• 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 job.

Nice-to-haves

• 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.

Benefits

• Remote-first environment
• Unlimited paid time off
• 401(k) with employer match