Senior Program Manager – Implementation

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

📋 Description

• Lead and oversee the implementation of new logo programs, guiding clients through every phase of the product lifecycle.

• Create and uphold program/project timelines, establishing deliverables based on the scope provided by Sales.

• Coordinate activities and updates regarding project deliverables with functional Project Managers to align cross-project tasks and milestones.

• Monitor project progress, identify risks through Alkami’s risk management ticket process, and collaborate with internal and external stakeholders to execute risk mitigation strategies.

• Accountable for developing and implementing a “Path to Green” for all project risks, steering this process through internal stakeholders and delivering it to the FI for execution.

• Communicate program status, issues, and risks to stakeholders, ensuring transparency and alignment.

• Maintain all essential documentation, including meeting notes, scope alterations, and customer communications.

• Collaborate with Legal, Accounting, and Sales on any required documentation updates, including but not limited to: Client Change Requests, Amendments, Account Billing, and Sales Order needs.

• Act as the primary contact for customer inquiries, addressing concerns directly or involving your leadership to guarantee customer satisfaction.

• Oversee the complete implementation lifecycle, from requirements gathering through development, testing, and deployment of the final product to fulfill the legal agreement.

• Cultivate strong relationships with vendors, internal teams, and customers to ensure successful project outcomes.

• Define, manage, and regulate 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 enhancements to methodology and implementation processes to improve customer experience.

• Work with other Project Managers to refine processes, tools, and workflows across teams.

• Provide feedback and suggested process improvements to management for ongoing Process Improvement.

• Track time and budget compliance for assigned programs and projects, submitted weekly and no later than at the end of the month.

• Work closely with Client Success throughout the lifecycle to ensure smooth communication and customer satisfaction post-launch, allowing them to foster relationships throughout the implementation.

• Host regular customer meetings to provide updates and address issues, with travel for on-site visits as necessary.

• Ensure programs meet established success metrics and KPIs upon final delivery.

• Collaborate with CSM and Sales teams to promptly address pending customer activities.

• Participate in onboarding and mentoring new team members as requested by leadership.

• Drive collaboration among cross-functional teams such as Product Development, Customer Success, Technical Consulting, Technical Implementation, Engineering, and Customer Support (among many other internal organizations) to achieve project outcomes, ensuring all stakeholders are aligned on project goals and timelines.

• Gather feedback from post-project customer surveys where clients assess performance, project management skills, empathy, product knowledge, and communication skills, using results to enhance 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 quality and client satisfaction standards.

⛳️ Requirements

• Experience in the FinTech or SaaS sector, leading projects related to digital banking.

• Proven capability to manage complex projects and programs while maintaining a portfolio, with a strong emphasis on executing within scope, schedule, and budget.

• Excellent written and verbal communication abilities, with the capacity to clearly communicate 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 skills, with keen attention to detail.

• Capable of working independently with minimal supervision while thriving in a collaborative, team-oriented environment.

• Experienced in managing project tickets, backlogs, and client-reported issues.

• Proficient in Microsoft Office Suite, including Excel and Word, as well as Google Suite tools such as Calendar, Mail, Docs, Sheets, Slides, and Meet.

• Also skilled in using communication tools like Slack, Microsoft Teams, and Zoom.

• Proven leadership experience in managing large-scale, complex projects and programs.

• Experience in managing tickets and prioritizing a backlog.

• Ability to take a process and work with management to suggest modifications that focus on client satisfaction and efficiency.

🏝️ Benefits

• Remote-first environment

• Unlimited paid time off

• 401(k) with employer match