Technical Account Manager II

Alkami Technology - Plano, TX

Full-time - Mid Level

Remote - Plano, TX

Professional, Scientific, and Technical Services

About the position

Alkami Technology is a leading cloud-based digital banking solutions provider for financial institutions in the United States. The company is dedicated to helping clients transform their banking experience through innovative solutions such as retail and business banking, digital account opening, loan origination, payment fraud prevention, and data analytics. Alkami's Mobile App Platform has been recognized for providing an outstanding mobile banking experience, certified by J.D. Power. Founded in 2009, Alkami has received numerous accolades for its culture and growth, including being named a Best Place to Work in Fintech and receiving awards for Best Company Culture and Best Career Growth. The Technical Account Manager II will play a crucial role in overseeing and addressing the technical needs of Alkami's customers. This position requires a professional with a passion for account management, exceptional relationship-building skills, and a strong attention to detail. The successful candidate will report to the Alkami Delivery division and will be responsible for managing customer priorities, acting as a client advocate within the support team, and ensuring that client requests and escalations are handled efficiently. Strong communication skills are essential, as the role involves quantifying and managing all aspects of the client relationship while balancing both client and internal team objectives. In this role, the Technical Account Manager will track and manage prioritized incidents and escalated issues, ensuring frequent communication with customers regarding status updates, issues, and risks. Building strong relationships with key clients is vital, as is the ability to conduct meetings that enhance customer satisfaction. The position also involves collaboration with product teams and support engineers to resolve complex customer issues, hosting recurring customer conference calls, and potentially traveling to customer facilities as needed.

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.
• Engage 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.
• 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

• Unlimited paid time off
• 401(k) matching