Program Manager II - Implementation

📋 Description

• • Lead and manage new logo implementation programs for Alkami’s digital banking platform, guiding clients through requirements gathering, configuration, testing, and deployment phases.
• • Develop and maintain comprehensive program schedules by defining deliverables, dependencies, and key milestones across a portfolio of client implementations.
• • Cultivate trusted client relationships through proactive communication, timely issue resolution, and consistent escalation management to ensure customer satisfaction and retention.
• • Ensure all project deliverables align with client goals by applying a customer-centric approach throughout the entire implementation lifecycle.
• • Coordinate resolution of client-reported issues and milestone delays by collaborating with cross-functional teams including Product, Engineering, and Support.
• • Apply Alkami’s risk management system by tracking project progress, identifying potential risks, and executing mitigation strategies using “Path to Green” plans.
• • Prepare and deliver clear, data-driven program status reports and presentations to clients and internal stakeholders to maintain transparency and alignment.
• • Mentor junior program team members by sharing best practices, offering guidance on client interactions, and supporting professional development.
• • Collaborate directly with Product and Engineering teams to address client feature requests, technical blockers, and implementation challenges.
• • Identify opportunities to improve implementation methodology and internal processes to enhance efficiency, reduce time-to-value, and elevate the overall customer experience.
• • Independently manage complex, high-priority client programs with minimal oversight, balancing competing priorities, budgets, and timelines across multiple concurrent implementations.
• • Maintain strict adherence to Alkami’s project management frameworks and tooling standards, ensuring consistency and auditability across all client engagements.
• • Serve as the primary point of contact for clients during implementation, acting as a trusted advisor and advocate for their success on the Alkami platform.
• • Proactively anticipate client needs and potential roadblocks, leveraging experience to preempt issues before they impact project timelines or outcomes.
• • Maintain accurate documentation of project plans, risk logs, and communication trails using approved platforms such as Jira, Smartsheet, ServiceNow, and Confluence.
• • Contribute to continuous process improvement initiatives by evaluating implementation workflows and recommending enhancements to increase scalability and client satisfaction.