Sr Program Manager I - Implementation

About the role

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. The New Logo Implementation organization at Alkami is responsible for managing client projects and taking them live on the Alkami platform for the first time.

This role supports Alkami by ensuring that all projects are delivered within their planned scope, schedule, and budget, with a relentless focus on the customer as the North Star. Reporting to the Manager of Implementation Services within the Customer Experience Group (CXG), the individual in this role will collaborate with internal teams and clients to ensure product implementations are seamlessly supported and that every interaction enhances the customer’s journey.

With the client’s success as the top priority, the Strategic Program Manager operates at a strategic level, determining methods and procedures for new assignments and adapting complex evaluation techniques to achieve business objectives. This role frequently collaborates with senior leaders, cross-functional teams, and external stakeholders to align project outcomes with business goals, delivering results that consistently exceed client expectations.

Responsibilities

• Lead and manage new logo implementation programs, guiding customers through each stage of the product lifecycle.
• Develop and maintain program/project schedules, defining deliverables based on Sales-provided scope.
• Coordinate activities and updates for project deliverables with functional Project Managers to synchronize cross-project tasks and milestones.
• Track project progress, identify risks using Alkami’s risk management ticket process, and work with internal and external stakeholders to implement risk mitigation strategies.
• Responsible for creating and executing a “Path to Green” for all project risks, guiding this process through internal stakeholders and delivery to the FI for execution.
• Communicate program status, issues, and risks to stakeholders, maintaining transparency and alignment.
• Maintain all necessary documentation, including meeting notes, scope changes, and customer communications.
• Work with Legal, Accounting, and Sales on any documentation requiring updates including, but not limited to: Client Change Requests, Amendments, Account Billing, and Sales Order needs.
• Serve as the main point of contact for customer inquiries, addressing concerns directly or involving your leadership to ensure customer satisfaction.
• Oversee the entire implementation lifecycle, from requirements gathering through development, testing, and deployment of the final product to execute the legal agreement.
• Foster strong relationships with vendors, internal teams, and customers to ensure successful project outcomes.
• Define, manage, and control program scope, timelines, and deliverables across teams and business units.
• Collaborate with Product Development and Engineering to resolve complex customer issues, questions, and feature requests to the definition of completion.
• Identify improvements to methodology and implementation processes to enhance customer experience.
• Work with other Project Managers to refine processes, tools, and workflows across teams. Provide feedback and edited process improvements to management for continued Process Improvement.
• Track time and budget compliance for assigned programs and projects, submitted weekly and no less than by EOM.
• Work closely with Client Success throughout the lifecycle, ensuring smooth communication and customer satisfaction post-launch, allowing them to foster relationship building throughout the implementation.
• Host regular customer meetings, providing updates and addressing issues, with travel for on-site visits as necessary.
• Ensure programs meet defined success metrics and KPIs in final delivery.
• Collaborate with CSM and Sales teams to address pending customer activities promptly.
• Participate in onboarding and mentoring new team members as requested by leadership.
• Drive collaboration to obtain results between cross-functional teams such as Product Development, Customer Success, Technical Consulting, Technical Implementation, Engineering, and Customer Support (amongst many other internal organizations) to deliver project outcomes, ensuring that all stakeholders are aligned on project goals and timelines.
• Receive post-project customer surveys where clients provide feedback on performance, project management skills, empathy, product knowledge, and communication skills, with results used to assess and improve future engagements.
• Manage multiple, concurrent programs and projects across various product lines and features, demonstrating the ability to handle different project types and complexities while maintaining high standards of quality and client satisfaction. Strategic Program Managers handle more quantity and complex programs and projects compared to Sr Program Managers, Program Managers, and Associate Program Managers.
• Mentor and support the onboarding of team members, providing both technical expertise and professional guidance.
• Conduct high-level project reviews with senior leadership and provide expert recommendations for process improvements and policy adjustments.
• Lead in the onboarding and mentoring of new Project Managers and other team members.
• Lead process improvement initiatives at a strategic level, collaborating with other leaders to influence company-wide operational excellence efforts.

Requirements

• Experience in the FinTech or SaaS industry, leading projects related to digital banking.
• Proven ability to manage complex projects and programs and maintain a portfolio, with a strong focus on executing within scope, schedule, and budget.
• Excellent written and verbal communication skills, with the ability to clearly convey project updates and risks to stakeholders.
• Experienced in utilizing project management tools such as Microsoft Project, Jira, Smartsheet, and Confluence.
• Strong problem-solving skills and the ability to make sound decisions in high-pressure situations.
• Exceptional organizational and time management abilities, with great attention to detail.
• Capable of working independently with minimal direction while excelling in a collaborative, team-oriented environment.
• Experienced in managing project tickets, backlogs, and client-reported issues.
• Proficient with Microsoft Office Suite, including Excel and Word, as well as Google Suite tools such as Calendar, Mail, Docs, Sheets, Slides, and Meet. Also adept at using communication tools like Slack, Microsoft Teams, and Zoom.
• Proven leadership experience in managing large-scale, complex projects and programs.
• Experience managing tickets and prioritizing a backlog.
• Ability to take a process and work with management to suggest modifications focusing on client satisfaction and efficiency.

Preferred Qualifications

• Sufficient familiarity with project management principles and terminology, enabling effective communication and collaboration.
• Ability to perform project management tasks autonomously in standard situations.
• Microsoft Office Suite, including MS Project, Excel, and Word, as well as Google Suite tools, Slack, Microsoft Teams, and Zoom.
• Excellent organizational and time management skills.
• Excellent problem-solving and decision-making skills.
• Ability to perform successfully in a high-pressure, fast-paced working environment.
• Ability to work independently with minimal direction.
• Knowledge and experience with project management methodologies and tools.
• Strong financial acumen and experience managing project budgets and financial performance.
• Stakeholder management skills, with the ability to build and maintain relationships at all levels of the organization.
• Exhibits advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts, and company objectives to develop, resolve complex models and procedures. Provides solutions to issues in creative and effective ways.
• Understands the interrelationships of different disciplines. Directs the application of existing principles and guides the development of new policies and ideas.
• Understands and works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Determines methods and procedures on new assignments. Exercises judgment in selecting methods, evaluating, and adapting complex techniques and evaluation criteria for obtaining results.
• Work is reviewed upon completion and is consistent with departmental objectives. Networks with key contacts outside their own area of expertise.
• Adapts style and uses persuasion in delivering messages that relate to the wider firm business. Frequently advises others on complex matters. May be accountable through the team for delivery of tactical business targets.

Pay

The salary range for this position is: $142,000 - $158,000.

Benefits

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