Customer Experience Associate

We're looking for a Customer Experience Associate to support our growing portfolio of live banking clients. You'll manage relationships with financial institutions, ensuring they successfully use our platform while driving retention, expansion, and customer satisfaction.

This is a hands-on role that requires wearing multiple hats. You'll handle everything from crisis management to contract renewals, while serving as the voice of the customer internally.

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What You'll Do

• Manage a portfolio of live banking clients, conducting regular check-ins and maintaining strong relationships with stakeholders from operations staff to executives
• Handle support escalations and troubleshoot platform issues, often jumping on calls to resolve urgent problems in real-time
• Lead contract renewal negotiations and identify upsell opportunities, working with sales to expand existing accounts
• Coordinate with product and engineering teams to advocate for customer feature requests and bug fixes
• Train bank employees on platform usage and best practices during and after implementation
• Manage support ticket flow and ensure timely resolution of customer issues
• Plan and execute customer events, including annual summits and user conferences
• Step in to support implementations during resource crunches, helping with configuration and project management
• Create and maintain release notes, keeping customers informed of platform updates
• Navigate difficult customer relationships and de-escalate tense situations while protecting the team

What We're Looking For

• Exceptional relationship-building skills with the ability to manage multiple stakeholders
• Strong problem-solving abilities and technical aptitude to troubleshoot platform issues
• Grace under pressure, you stay calm when dealing with frustrated customers and urgent escalations
• Excellent written and verbal communication skills
• Ability to juggle multiple priorities and context-switch throughout the day
• Proactive mindset, you identify and address 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

Candidates Also Search: Remote Support jobs

Nice to Haves

• Experience in financial services, banking, or fintech
• Background in B2B SaaS customer success or account management
• Technical skills to understand platform functionality and integrations
• Experience with contract negotiations and renewals