Manager, Implementation Specialist

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.

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 16.2M users.

As a remote-first company, this position can sit in Plano, TX or remote in the US.

Position Overview:

The Manager of Implementation Specialists is a talented professional passionate about delighting customers, learning financial software products, and partnering with clients and third-party vendors to implement integrated software solutions. This position reports to the Sr. Manager of Delivery Excellence under Alkami’s Customer Experience Group division and will work closely with a cross-functional team of Alkamists, third-party vendors, and product owners and directly with customers.

The Manager of Implementation Specialists will execute at both tactical and strategic levels. Responsibilities include managing the performance and output of a team of Implementation Specialists, building relationships with internal teams, and streamlining implementation processes for the team.

Successful candidates must have strong communication skills, a desire to learn and stay current on industry trends, and be an internal and external advocate for customers.

Key Responsibilities & Duties:

• Foster a team environment focusing on customer satisfaction, employee engagement, and performance.
• Manage the live client project portfolio in partnership with the Client Success and Implementation Services teams.
• Focus on team evolution by mentoring team members to ensure adherence to team/department policies and best practices and completing work effectively.
• Facilitates onboarding of new team members so that they can operate independently at their level within 90 days.
• Partners cross-functionally with Leadership teams to ensure working relationships are highly effective.
• Handles escalations with other organizations to expedite requests and ensure proper processes are followed.
• Generate monthly pipeline, performance, billing, and quality reports. Responsible for their team's delivery against targets, forecasts, and milestones.
• Conduct retrospectives on large initiatives completed to ensure we improve on future initiatives of the same type.
• Monitor and process our inbound project queue to ensure projects are valid, accurate, and scoped appropriately prior to assignment.
• Assign and load balance projects and daily activities across a team of Implementation Specialists
• Maintain product knowledge as new enhancements and functionality are released in the application.
• Design implementation processes and procedures for new products and integrations.
• Champion internal initiatives to improve client relationships, spread product knowledge, and assist with meeting department and company goals.
• Communicate relationship, configuration, and testing feedback to upstream teams to improve the product and implementation process.
• Own team and client escalations associated with the Implementation Specialists' projects, addressing project roadblocks and setting expectations.
• Other duties as assigned.

Qualifications:

• 10 years’ experience implementing cloud-based systems, working closely with technical teams, product owners, and project management teams.
• 10 years’ experience interfacing with external clients and third-party vendors. This position requires extensive video call, telephone, Slack, and email interaction with external customers, third-party vendors, and other Alkami employees.
• 3+ years' experience in a leadership or management position.
• Exceptional verbal and written communication skills.
• Experience using Google or Microsoft Office productivity software, including Outlook, Excel, Word, PowerPoint, or equivalent tools.
• Excellent organizational and time management skills.
• Ability to triage/troubleshoot software configurations.
• Careful attention to detail in all aspects of the job.

Desired Skills:

• Technical writing skills for generating integration/delivery guides, pipeline reports, and newsletters.
• Ability to negotiate with external resources to solve problems and secure positive outcomes.
• Experience working with Jira. Jira is integral to our processes and is used extensively within Alkami.
• Experience with project management software tools like Adobe Workfront or Microsoft Project.
• Previous work experience related to FinTech and mobile banking applications in the banking or finance industries is highly preferred.
• Familiarity with API and SSO integrations

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, 401k 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. [$89,562.00 - $134,344.00]

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.

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