Description

We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes - from anti-money laundering to fraud detection to CECL readiness to lending workflows - empowering our customers by addressing their Enterprise Risk Management needs.

This is an exciting opportunity for someone who is not only a master of their craft, but also shares our commitment to driving a strong company culture by putting their heart and soul into their work every day.

As a Mid-Tier Client Success Manager, you are empowered to work directly with some of our largest customers to make the best decision for each situation while providing great customer service to carry the customer relationship forward. You will create solutions that drill down to the core issues to a range of client questions and will have a direct impact on whether or not a client stays with Abrigo. This role works collaboratively with multiple departments to ultimately make sure that customers receive the biggest return on investment from their licensed solutions. This position will be remote or office based in Raleigh, NC or Austin, TX.

What You'll Do:

• Own the entire customer experience for a portfolio of accounts establishing great relationships as a trusted/strategic advisor to deliver customer success & satisfaction
• Ensure clients receive derived value and optimal use from solutions purchased by carrying forward Client Success proactive communication mission, conduct periodic success reviews and source client trainings to consulting resources from communication efforts.
• Drive client engagement by promoting Abrigo's educational events
• Uncover 2 cross sales leads and client advocates per month
• Work interdepartmentally to bring client issues to resolution
• Solve account level, as well as basic technical level issues related to our software and clients end systems
• Programmatically manage account escalations, past-due invoices, contracts and service agreements
• Detect, report, forecast, and mitigate client risk to identify and develop account planning to assist sales in enabling account growth
• Stay current on industry and suite of services and products to meet account needs

What You'll Need:

• 2+ years of experience in banking, finance, or a technical product manager role
• BA/BS degree or equivalent and 5+ years client service experience in banking and/or technical services environment
• Ability to manage multiple projects at the same time while also paying close attention to details
• Account management or relevant experience
• Ability to work and communicate with senior/executive level partners
• Demonstrated ability in communicating and understanding more complex technical issues
• Abrigo team members are not currently traveling but when it resumes, the ability to travel as needed (up to 25%)
• Demonstrated ability of retaining high level of client base (70%)

What You'll Get:

• Market competitive total rewards package
• To be part of the Heart & SOUL of a winning company with an inspiring mission
• The opportunity to Make Big Things Happen
• Competitive salary along with full health benefits with an HSA option
• Unlimited PTO and bank holidays
• 401(k) plan and company match

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national origin, disability status, or any other characteristic protected by law.

Abrigo is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] with the subject line accommodation.