Client Strategy Analyst
Supports live banking clients after go-live by managing relationships, workflows, configurations, escalations, and support issues. The role requires strong analytical, communication, organizational, and scripting skills, with the ability to coordinate effectively across customers, product, engineering, and sales teams.
About the job
Responsibilities
- Manage a portfolio of live banking clients as their trusted partner after go-live.
- Conduct regular check-ins and maintain relationships with stakeholders ranging from bank operations staff to executives.
- Develop and maintain customer workflows and configurations aligned with institutional goals.
- Handle support escalations, troubleshoot platform issues, and make adjustments during live calls with financial institutions.
- Partner with product and engineering teams to investigate bugs, advocate for customer needs, and communicate resolution timelines.
- Manage support ticket flow to ensure timely issue resolution.
- Educate and enable bank employees on platform capabilities and best practices during and after implementation.
- Support strategic implementations during resource constraints, including configuration and project management.
- Analyze, synthesize, and communicate product releases to customers.
- Navigate complex customer relationships and de-escalate high-stakes situations.
Requirements
- Exceptional customer-facing instincts and ability to manage multiple stakeholders.
- Strong analytical aptitude and structured problem-solving approach.
- Technical skills in a scripting language.
- Ability to remain calm during escalations and high-stakes customer situations.
- Excellent written and verbal communication skills, including explaining complex topics to non-specialist audiences.
- Strong organizational skills and comfort managing multiple priorities and accounts.
- Proactive mindset and ability to identify issues before they become problems.
- Genuine care for customers and willingness to go above and beyond.
- Legally authorized to work in the United States and located within the continental United States.
Compensation and Benefits
- Salary: $130,000–$140,000 annually.
- Equity.
- Sponsored 401(k).
- Parental leave.
- Fully paid health, vision, and dental insurance.
- Unlimited PTO.
- Remote work stipend.
- Lifestyle stipend.
- Twice-yearly company offsites.
Skills
Scripting, Customer Support, Troubleshooting, Configuration Management, Project Management, Analytical Problem Solving, Stakeholder Management, Product Releases, Support Ticket Management, Financial Services
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