About the job
Revolutionize Customer Engagement in Banking
At Prelim, we are transforming how financial institutions onboard and engage with their customers. Our innovative platform facilitates essential banking operations for a diverse range of institutions globally, from community banks to large-scale financial organizations. As a rapidly expanding remote-first startup, we are committed to making banking services more inclusive and accessible for all.
Your Role in Our Mission
We are seeking a dedicated Client Strategy Analyst to enhance the success of our growing portfolio of banking clients. In this pivotal role, you will serve as a trusted advisor to financial institutions post-launch, ensuring they effectively operate, troubleshoot, and scale their use of the Prelim platform.
This position exists at the crossroads of customer success, problem-solving, and internal collaboration. You will engage closely with bank stakeholders, alongside Prelim’s product, engineering, and sales teams.
Your Responsibilities
Oversee a portfolio of banking clients as their trusted partner following their go-live phase.
Conduct regular check-ins and foster strong relationships with stakeholders, ranging from operations staff to executives.
Create and maintain customer workflows and configurations that align with each bank's goals.
Address support escalations, troubleshoot platform issues, and make real-time adjustments during live calls.
Collaborate closely with product and engineering teams to investigate bugs, advocate for customer needs, and relay resolution timelines.
Manage the flow of support tickets to ensure timely resolution of customer inquiries.
Educate and empower bank employees on platform capabilities and best practices during and after implementation.
Assist with strategic implementations during resource constraints, providing support in configuration and project management.
Analyze, synthesize, and communicate product updates to customers effectively.
Navigate complex customer relationships and de-escalate high-pressure situations while safeguarding team interests.
Your Qualifications
Outstanding customer-facing skills with the ability to manage multiple stakeholders successfully.
Robust analytical skills and a methodical approach to problem diagnosis and resolution.
Effective communication skills, both verbal and written, to convey complex information clearly.
Experience in customer success, account management, or related fields is a plus.
A passion for technology and its application in customer experience improvement.

