Customer Success Associate
About the role
The General Management team is responsible for managing our relationships with financial institutions across their implementations, go-live processes, and in perpetuity thereafter. Customers are the lifeblood of Narmi, and our team is filled with product-obsessed colleagues looking to delight customers throughout the Narmi customer journey. Our team puts customers at the heart of everything we do and is always looking for ways to maximize the value of their relationships with Narmi.
Responsibilities
- Support the General Manager in overseeing customer relationships
- Aid in strategic planning to deepen existing customer relationships
- Coordinate process improvements across product, engineering, operations, and sales
- Act as the customer’s champion at Narmi and approach the role with an execution-first mentality
- Work cross-functionally as part of a pod to ensure that the customer is delighted with the implementations process and post-go-live experience
- Meet with customers to understand their biggest pain points and develop relationships with internal and external stakeholders
- Manage upsell processes and procedures
- Absorb Narmi’s monthly release process and manage communication with customers
- Resolve customer issues and ensure speedy resolution
- Collaborate with internal partners to translate customer feedback into specific product requirements and enhancements
Requirements
- 3+ years of experience in client management, customer success, or product management
- Comfort interacting with both internal and external stakeholders, while retaining a focus on executing for Narmi’s customers
- Outstanding communication skills; with comfort presenting to and influencing a range of stakeholders at large enterprise organizations
- Excellent organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously
- Experience working in a high growth environment and dealing with ambiguity
- Ability to prioritize tasks to ensure customers’ objectives are met
- Strong interest in B2B FinTech or prior experience in digital banking/digital account opening
- Experience working with financial institutions in a digital capacity is desirable
- A proactive, roll-up-your-sleeves approach to accomplishing tasks
- An extremely high level of honesty, empathy, and integrity
Qualifications
- Experience in a high-growth environment
- Ability to prioritize tasks effectively
- Strong interpersonal and communication skills
- Proactive and detail-oriented approach to problem-solving
- Experience with financial institutions in a digital context
Skills
- Client management and customer success
- Strategic planning and implementation
- Process improvement coordination
- Customer relationship management
- Product development and enhancement
- Communication and presentation skills
- Organizational and time management skills
- Financial institution experience
Benefits
- Equity option grant
- Performance-based cash and equity bonuses
- Participation in company’s variable compensation plan
Pay
The expected annual base salary for this role is $80,000 - $100,000. Base salary is only part of your total compensation. In addition to base salary, you will receive an equity option grant, and are eligible for performance-based cash and equity bonuses. This position also qualifies for participation in our company's variable compensation plan.
Schedule
Flexible schedule to accommodate the needs of the customer and the team.