Client Strategy Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of active banking clients, acting as their trusted partner post-launch.

• Conduct regular touchpoints and foster relationships with stakeholders ranging from bank operations personnel to executives.

• Create and sustain customer workflows and configurations that align with the objectives of each institution.

• Address support escalations, troubleshoot platform challenges, and implement changes during live interactions with financial institutions.

• Collaborate with product and engineering teams to identify bugs, advocate for customer needs, and relay resolution timelines.

• Manage the flow of support tickets to guarantee timely resolution of customer inquiries.

• Educate and empower bank employees on platform functionalities and best practices throughout and following implementation.

• Assist with strategic implementations during high-demand periods, including configuration and project management.

• Analyze, summarize, and convey product releases to clients.

• Navigate intricate customer relationships and de-escalate critical situations while safeguarding the team.

⛳️ Requirements

• Outstanding customer-facing instincts and the ability to effectively manage multiple stakeholders.

• Strong analytical skills and a systematic approach to diagnosing and resolving issues.

• Proficiency in a scripting language.

• Ability to remain composed during escalations or high-pressure customer situations.

• Excellent written and verbal communication skills, particularly when conveying complex topics to non-specialist audiences.

• Strong organizational abilities and comfort in managing multiple priorities and accounts.

• Proactive mindset.

• Genuine concern for customers and a commitment to going the extra mile.

• Legally authorized to work in the United States.

• Residing within the continental United States.

🏝️ Benefits

• Equity.

• Sponsored 401K.

• Parental leave.

• Fully covered health, vision, and dental insurance.

• Unlimited PTO.

• Remote work stipend.

• Lifestyle stipend.

• Biannual company offsites.