Job Type

Full-time

Description

Ready to be a part of the company transforming FinTech and how the world accesses banking services?

When was the last time you were excited about interacting with your bank or credit union? If the answer is “a while” then you’re in good company. Despite the fact that access to better financial choices is at the heart of empowering communities, businesses, and people, financial institutions (FIs) are struggling to keep up with modern expectations.

And that’s where Kinective comes in. We’re here to change the way the world accesses and thinks about banking through software that connects a historically “boring” industry to the latest and greatest fintechs shaping the industry.

Ok... but what does all of that actually mean? Banks and credit unions are using some pretty old-school systems, which makes adopting new and innovative technology difficult (if not impossible). If you think it’s easy for your local branch to send you a receipt via text… think again.

Want proof? As the largest provider of software connectivity to 1 in 4 U.S. financial institutions, we are the leading company transforming the way banking is done for credit unions and banks. (In fact, Forbes recently released their Best Banks in the World report, and Kinective works with over 60% of their named banks!).

Kinective is the connector (get it?) that bridges that technology gap and helps modernize the way banking works. Our 300+ team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone.

The Cliffs Notes

At Kinective, we are passionate about redefining the industry by creating the company “you’d want to hire and work for”. And for us, that means innovating with software that solves real customer problems and building a team of exceptionally talented individuals who love where they work.

We are seeking an accomplished Customer Success Operations Manager with the passion to make Customers happy and ensure they succeed with products and services, extending customer’s lifetime value. CS Ops will be a core contributor to the CSM team.

The daily tasks and goals will be centered around mitigating churn, driving upsell opportunities, capturing customer sentiment and tracking KPIs related to Customer Success that provide insights that lead to proactive strategies. This includes monitoring customer health, viewing historical trends, creating playbooks, QBR and Operations presentations.

What You’ll Own

• Builder and Strategist: Manage account set up, assignments, maintain accounts and oversee implementations of CS software and CS Ops activities. Highly organized individual that can manage priorities and enforce timelines
• Change Management: Advising company-wide Customer Success strategy in tandem with the VP of Customer Success, ensuring the team’s scope of responsibility meets company goals while not losing sight of our customers and their goals
• Collaborator and Facilitator: Collaborate with Sales, Product, Finance, CSMs, etc., to deliver efficient scalable processes, playbooks and ensure customers receive value and a high ROI from the products/services purchased
• Plan and Execute: Plan and map customer journeys and lifecycles, setting the correct outreach process, benchmark measurements of CES, NPS, touchpoints and referral programs. Work well under pressure and tight timelines
• Renewals Management: Streamline renewal process and set in place renewals motions with the partnership of the VP of Customer Success to drive upsell and cross opportunities
• Risk Mitigation: Conduct risk management analysis for clients and mitigation/wellness playbooks
• Performance Analysis and Reporting: Monitor key performance metrics, usage patterns, and customer feedback to assess the health of customer accounts. Identify areas for improvement and proactively address any issues or concerns to enhance overall customer satisfaction and retention rates
• Customer Success Advocacy: Champion the value of Customer Success within the organization and externally with customers. Help define and refine the motion of Customer Success at Kinective, contributing to the development of best practices, processes, and frameworks to drive excellence in customer engagement and satisfaction
  
  

Requirements

What you’re great at:

• Expert reporting skills and proven experience applying data intelligence, hygiene and governance principles
• Strong analytical skills with the ability to interpret data, generate insights, and make data-driven recommendations
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization
• Expert in Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams), as well as Salesforce
  
  

Necessary Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field (preferred).
• Proven experience (3-5 years) in building customer success operational metrics for Customer Success teams such as health scoring, revenue and churn budget and forecasting.
• Strategic mindset with the ability to think critically, anticipate customer needs, and develop creative solutions to address challenges
• Experience building dashboards to monitor customer metrics and activity for CSM team
• Passion for technology and innovation, with an interest in working with some of the largest financial institutions in the country
  
  

Why Kinective?

We’re transforming our industry. You’re hopping into a rocket ship when you join the Kinective team. We have our sights set on becoming the go-to banking technology enabler, giving our customers total freedom in choosing any system, technology, or provider to scale their innovation efforts and have it integrate with their banking core. Oh, and we should mention, we’re the only ones doing that right now.

We love our customers (and they love us, too). Creating incredible customer outcomes is a unifying value at Kinective, with over a 95% customer retention rate.

All the benefits. We care about you on and off the clock, which is why we are proud to offer plenty of great benefits to choose from. A generously flexible PTO, medical, dental, vision, even pet insurance, just to name a few.

We’re cool people building cool stuff. Underneath all the banking acronyms and terminologies is a team of driven people building the future of banking. We value a workplace that allows us to work hard, be challenged, and ultimately be supported in our endeavors.

What does life at Kinective look like?

Bid adieu to snooze-fest corporate gigs. At Kinective, we believe that balance is key. We know how to have fun, and how to hit deadlines. We know how to collaborate and enjoy comradery, and how to provide feedback to help each other grow professionally.

Our culture empowers team members to take the lead, upholds integrity as our bedrock, and values trust and respect in all our operations. We believe in learning new skills, mentoring colleagues, and nurturing personal development. That’s why we seek to promote from within and give our team members the opportunity to rise with us.

Our Values

Deliver success. We strive to exceed customer expectations.

We are powered by a relentless commitment to delivering quality and service to our customers. We turn everyday interactions into positive, memorable experiences that create long-lasting Kinective ambassadors.

Grit with grace. We face problems head on, respecting others along the way.

We aren’t afraid to step outside of our comfort zone to accomplish the common goal. We believe that progress thrives on constructive dialogue and a commitment to understanding.

One Kinective. Together, we win.

By embracing a “better together” mindset, we unleash the full potential of our team and propel Kinective from good to great.

Build the future. We are driven by the pursuit of what’s possible.

Building the future requires embracing change and challenging the status quo. We believe that the best idea wins, embodying a culture of innovation.

The Team

In this role, you would be a part of the Customer Success team and reporting to VP, Customer Success.

Office Expectation

This role is HYBRID, with an expectation of 3-4 days a week in-office. Our hours are 8-5pm.

Well, you’ve made it this far...

Seems like we might be meant to be, right? If you think you’re the right fit for Kinective, go ahead and click “apply.” And, even if you’re not quite sure if you’re qualified, we encourage you to apply and we can decide together.

Take a deeper dive into all things Kinective at kinective.io

Please note that this role does not currently offer sponsorship opportunities.