Customer Success Associate

What you'll do:

• Support the General Manager in overseeing customer relationships
• Assist with 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
• Help manage upsell processes and procedures
• Assist with Narmi’s monthly release process and manage communication with customers
• Troubleshoot customer issues and ensure speedy resolution
• Work with internal partners to translate customer feedback into specific product requirements and enhancements

What you'll bring:

• 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

• High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
• Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
• Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
• High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.