Client Strategy Manager

ABOUT PULSATE

At Pulsate, our passion is personalization. We are a fast-moving, smart and innovative Fintech that is changing the face of how the banking industry brings deep-seated personalization into their digital engagement strategies. 

We work with 100’s of Financial Institutions in the US living in the pockets of almost 20 million consumers to help bring the personal experience of a branch visit right onto the glass screen of their mobile phone. 

At Pulsate we are making a genuine difference in the lives of millions of Americans, helping Financial Institutions engage their consumers to improve their financial well-being. 

Our people at Pulsate are passionate, collaborative and always learning in striving to bring our solution to more Financial Institutions and more consumers. 

Responsibilities 

• Customer Communication & Education

  • Develop and implement an effective account planning strategy for your customer portfolio to ensure retention, product adoption and growth through collaboration with other team members

  • Establish trusted advisor relationships with all major stakeholders within your assigned portfolio of customers, such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of the Pulsate solution to be realized

  • Cultivate a consultant approach in interactions, addressing client inquiries and meetings with an expert perspective.

  • Spearhead and deliver presentations during routine client meetings, whether on Zoom or via in-person events. 

  • Naturally profile and conduct customer discovery to generate direct upsell opportunities.

• Voice of the Customer

  • Be a champion for the voice of the customer internally within the business

  • Capture and channel customer feedback to product to define and refine our product roadmap; building only what customers want. 

  • Create compelling customer advocacy opportunities feedback back to marketing on clients wins, successes and testimonials. 

  • Identify and remove blockers to customer’s success, working cross functionally to do so. 

• Cross-Functional Engagement

  • Serve as an integral part of the organization, touching Sales, Marketing, Product, Support and more. 

  • Develop, maintain and grow relationships with corresponding partner account managers / relationship managers, ensuring strong product mind-share and establishing yourself as a subject matter expert.  

  • Document and channel feedback to relevant teams to improve messaging, positioning, product and customer outcomes. 

Qualifications

• Excellent at planning, organizing and communicating 

• Able to work independently & cross-functionally

• A self-starter with drive and a passion to see customers succeed. 

• Confident when conducting strategic research, customer calls and implementing customer initiatives. 

• Naturally inquisitive, with a desire to learn and understand. 

Our Ideal Candidate will have

• Proven experience working in a Customer Success, Account Management, or similar customer-focused role

• Experience with banks or credit unions and / or technology providers that serve banks or credit unions. 

• High levels of organization in your workflows - you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently

• A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc) and will help to build the CS “brand” across our entire organization

• Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally