Associate General Manager
Who We Are:
Narmi transforms America’s financial institutions into digital-first institutions. Over the past three years, we’ve grown 100%+ year-over-year, have built and implemented multiple products and have established one of the highest net revenue retention (i.e. how much revenue increases from your existing customer base) metrics in our industry. This means our customers love us and want to buy more products from us.
Our award-winning digital banking and digital account opening platforms have moved millions of dollars and opened thousands of accounts since inception. In fact, the #1 online bank in the country (Radius Bank), leverages Narmi for their entire digital bank. Another Narmi customer - Berkshire Bank - partnered with Narmi to deliver the best customer onboarding program in the country.
Narmi's Co-Founders previously ran a financial institution as CEO and CTO so understand the challenges and needs of the market first-hand. This gives us a unique competitive advantage and heavily influences our product and engineering efforts.
Customers are the lifeblood of Narmi. They drive us to build more products and features, show us their outsized success with our platform, and are the main reason we come to work everyday. To that extent, we need the best people possible managing these relationships and ensuring all Narmi customers see the maximum amount of success when working with us.
This individual will be a critical part of Narmi’s customer facing pod, reporting into Narmi’s General Managers to help manage the customer journey from contract signing through implementation, go-live, and in perpetuity thereafter. This person will have comfort interacting with both internal and external stakeholders, while retaining a focus on executing for Narmi’s customers. The ideal candidate will bring a product-obsessed mindset to every customer interaction and will ensure our customers stay delighted from the minute they sign to the moment they go live on our platform, and throughout the life of their relationship with Narmi.
You will bring an execution focused mindset to managing customer relationships and you will understand your customers needs at the most granular level. You will also assist with the strategic plan to deepen existing customer relationships. You will coordinate process improvements across product, engineering, operations and sales. Ultimately, you will be the customer’s champion at Narmi and you will approach the role with an execution-first mentality.
Responsibilities
- 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
- Measure all relevant KPIs such as Net Revenue Retention (NRR), Net Promoter Score (NPS), health score, product activation, churn, and more
- Assist with Narmi’s monthly release process and manage communication with customers
- Troubleshoot customer issues and ensure speedy resolution
- Assist with managing customer account plans and relationship strategy
- Work with internal partners to translate customer feedback into specific product requirements and enhancements
Requirements
- 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
- Comfortable working in a high growth environment and dealing with ambiguity
- Innate 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 honestly, empathy and integrity
- 3+ years of experience in client management, customer success, or product management
Benefits and Perks
- An extremely intelligent and capable team that you can learn from and contribute to
- Competitive salary, as well as 20 days PTO in addition to 11 federally recognized holidays
- Path to grow and develop new capabilities within a fast-paced, rapidly growing organization
- Robust health benefits packages including access to a 401k and various medical, dental and vision plans, as well as fitness reimbursement
- Work from anywhere perk, student loan assistance and work from home allowance
- Regular company-wide social events
- Full transparency into company metrics, goals and future initiatives
We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.