Senior Customer Experience Manager

TL;DR

Senior Customer Experience Manager (Fintech): Ensuring client satisfaction with digital banking and lending projects and services with an accent on relationship management, project delivery, and cross-sell opportunities. Focus on resolving complex customer issues, coordinating implementations, and supporting customer success metrics.

Austin, Texas; Cary, North Carolina; Lincoln, Nebraska; Des Moines, Iowa; Charlotte, North Carolina (Hybrid). Applicants must be authorized to work for any employer in the U.S. No visa sponsorship.

Company

Leading provider of digital banking and lending solutions to banks, credit unions, fintechs, and alternative finance companies in the U.S. and internationally.

What you will do

• Build and maintain relationships with high-visibility strategic clients, participating in weekly calls and in-person meetings.
• Monitor project delivery, implementations, site/system reviews, and support cases to ensure customer satisfaction and timeliness.
• Vet enhancement requests, provide demos/training, and assist with enterprise projects like mergers and core conversions.
• Support cross-sell efforts, contract renewals, beta programs, and product feedback while backing up Customer Success Managers.
• Provide uptime reports, respond to technical questions, and coordinate with internal teams and vendors.

Requirements

• Fluent written and oral communication in English.
• Authorized to work in the U.S.; no sponsorship available.
• 8+ years (or 6+ with master’s) in B2B/B2C relationship management or client service; experience in banking or banking software required.
• Proven cross-sales results, relationship-building skills, and ability to navigate complex organizations.
• Advanced knowledge of project planning, RFQs, and company products; ability to travel as required.

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Health & wellness benefits, competitive health insurance, and paid parental leave.
• Career development through mentoring, internal mobility, and learning programs.
• Employee recognition like “Circle of Awesomeness” awards and peer programs.
• Community involvement via volunteering, philanthropy, Dodgeball for Charity, and Spark Program.