Bankjoy

Client Partner

• Own a portfolio of credit union and community bank clients, serving as their primary point of contact at Bankjoy
• Build and maintain strong, trusted relationships with client stakeholders, from day-to-day administrators to executive sponsors
• Become a trusted advisor to executive stakeholders by providing strategic recommendations that align Bankjoy solutions with each client's business objectives
• Conduct regular business reviews and executive meetings to review platform performance, discuss future goals and priorities, identify opportunities for additional value, and align on long-term success
• Lead onsite client engagements, including preparing executive presentations, facilitating strategic discussions, documenting action items, and ensuring follow-through
• Serve as the voice of the client internally — ensuring client needs and feedback are surfaced to Product, Engineering, and leadership
• Drive product adoption across your portfolio by proactively educating clients on features, best practices, and new releases
• Develop and execute strategic success plans aligned with each client's business objectives, helping them maximize the value of their Bankjoy investment
• Identify and lead expansion opportunities within your portfolio by aligning Bankjoy solutions to client business goals and strategic initiatives
• Track and report on adoption metrics, engagement scores, and account health across your book of business
• Lead the renewal process for your portfolio, including managing timelines, preparing renewal proposals, presenting pricing recommendations, and negotiating agreements in partnership with the Director of Client Success
• Proactively identify at-risk accounts and develop mitigation plans before issues escalate
• Maintain a high client retention rate by ensuring clients consistently see value in Bankjoy's platform
• Develop and execute account strategies that strengthen executive relationships, improve product adoption, and identify opportunities for long-term growth
• Serve as the first line of response for client escalations within your portfolio, triaging issues, coordinating with Tech Support, Product, and Engineering, and providing proactive communication to clients throughout resolution
• Escalate to the Director of Client Success when situations require senior involvement, providing a clear summary of the issue, actions taken, and recommended next steps
• Follow up after resolution to ensure client satisfaction, identify opportunities to improve the client experience, and document learnings for future prevention
• Partner with Implementation throughout the onboarding process by participating in kickoff meetings and key project milestones to ensure a smooth transition into Customer Success
• Work closely with Tech Support to ensure timely resolution of client issues and proactive communication during outages or incidents
• Collaborate with Product to surface recurring client feedback, enhancement requests, and product opportunities that help influence the roadmap
• Support Marketing with client case studies, testimonials, and advocacy opportunities

Client Success Manager

Director

• Build and develop a high-performance implementation team — setting a high bar for delivery quality, accountability, and professional growth across Implementation Managers and Specialists
• Lead through presence and example — you understand every process your team runs, from project kickoff to go-live, and can step in to coach or cover when needed
• Set clear performance expectations and hold team members accountable to delivery standards, professional conduct, and client outcomes
• Conduct structured 1:1s, performance reviews, and coaching conversations that develop your team's capability and career growth over time
• Identify skill gaps on the team and proactively address them through coaching, hiring, or process improvement
• Hire and onboard implementation talent as Bankjoy's client portfolio grows
• Build a team culture of urgency, ownership, and continuous improvement
• Stay close to active client implementations — maintaining real-time awareness of project status, risk indicators, and team workload across the full portfolio
• Proactively identify blockers — whether client-side, cross-functional, or internal — and drive resolution before they impact timelines
• Work directly with Product, Engineering, and Operations to unblock your team on technical issues, integration dependencies, and product gaps
• Define, document, and continuously improve Bankjoy's implementation methodology, playbooks, and project templates — grounded in firsthand knowledge of what works in the field
• Drive early-stage scope definition and gap analysis discipline to prevent late-stage surprises and go-live delays
• Build and maintain reporting that gives leadership visibility into portfolio health, at-risk projects, and team capacity
• Serve as Bankjoy's senior point of escalation for implementation issues — engaging directly with client executives and internal leadership when situations require it
• Handle escalations with composure, speed, and decisiveness — de-escalating client concerns while driving internal accountability to resolve root causes
• Establish clear escalation protocols so your team knows when and how to surface issues, and what to expect when they do
• Partner with Sales to ensure smooth contract-to-kickoff handoffs, realistic scoping, and clear client expectations from day one
• Work closely with Product and Engineering to surface implementation-blocking issues and feed client learnings back into the product roadmap
• Coordinate with Customer Success on post-go-live handoff protocols to protect client relationships and retention
• Lead client-facing kickoff meetings, executive business reviews, and escalation calls with confidence and professionalism
• Maintain working knowledge of core banking system nuances (Corelation Keystone, Jack Henry Symitar, Fiserv, and others) to ensure implementation plans are technically grounded
• Build trusted relationships with client leadership that extend beyond individual projects
• Partner with the COO to define the implementation team's organizational structure, headcount plan, and operating model as Bankjoy scales
• Contribute to capacity planning, resource allocation, and implementation scoping assumptions in partnership with Sales and Finance
• Identify opportunities to templatize and productize recurring implementation work to reduce delivery cost and improve consistency

Client Success Manager

Director of Implementation